Customer Support Specialist II – Healthcare Technology, Patient Services, and Salesforce Operations

About arenaflex – Pioneering Integrated Health Solutions

At arenaflex, we are on a bold mission to reshape the future of health care by creating the first fully integrated health network that blends data‑driven personalization, coordinated care, and aligned incentives. Our cutting‑edge health navigation platform connects hundreds of health vendors, benefits resources, and plan designs, delivering a comprehensive, user‑friendly app that addresses every health need in one place. As a rapidly growing player in the healthcare‑technology space, arenaflex combines the agility of a tech startup with the rigor of a regulated health organization, offering a unique environment where innovation meets compassion.

Why This Role Matters

Our Customer Support Specialist II is the frontline ambassador for arenaflex. You will be the trusted guide who helps members navigate complex health journeys, schedule appointments, resolve billing questions, and unlock the full value of our platform. Your dedication to exceptional service directly influences member satisfaction, product adoption, and ultimately, the health outcomes of the communities we serve.

Key Responsibilities

• Respond promptly and professionally to member inquiries via email, phone, live chat, and asynchronous messaging channels.
• Assist members with appointment scheduling, account access, benefits enrollment, program incentives, care‑finding, health screenings, and promotional sweepstakes.
• Take full ownership of each case, ensuring timely resolution while maintaining high standards of quality, efficiency, and productivity.
• Document every interaction accurately in Salesforce Service Cloud, updating case status, notes, and follow‑up actions.
• Manage case backlog diligently, prioritizing urgent issues and escalating complex problems to senior support or clinical teams as needed.
• Conduct outbound calls for appointment confirmations, provider outreach, and proactive health reminders.
• Uphold strict confidentiality and HIPAA compliance for all member information.
• Collaborate closely with cross‑functional teams—including product, engineering, compliance, and clinical operations—to share insights and improve platform functionality.
• Participate in continuous learning sessions, product trainings, and quality‑assurance reviews to stay current on platform updates and industry best practices.
• Demonstrate flexibility by covering occasional overtime and varied shift schedules, ensuring seamless coverage for our members.

Essential Qualifications

• 1–2 years of proven experience in customer support, preferably within healthcare, wellness, medical billing, or claims environments.
• Demonstrated ability to handle high‑volume, multi‑channel communications while maintaining empathy and professionalism.
• Strong organizational skills with a track record of managing multiple tasks and priorities simultaneously.
• Excellent verbal and written communication abilities; clear, concise, and compassionate messaging is essential.
• Tech‑savvy mindset: comfortable navigating mobile applications, web portals, and internal support tools.
• Commitment to 100% attendance during a six‑week paid training program (starting September 8, 2025) and consistent attendance thereafter.
• Positive, friendly, and professional demeanor that reflects arenaflex’s brand values.
• Ability to work a full 40‑hour week, with shifts ranging from 5:45 AM to 7:00 PM MST, Monday through Friday.
• Basic familiarity with Salesforce Service Cloud and Google Workspace is a plus.
• Spanish speaking and writing proficiency is an advantage, but not required.

Preferred Qualifications & Additional Skills

• Experience in a medical office or clinical setting, providing direct patient interaction.
• Knowledge of HIPAA regulations and best practices for data privacy.
• Demonstrated problem‑solving aptitude, using internal tools to diagnose and resolve technical or service issues.
• Ability to interpret health‑plan benefits, eligibility criteria, and provider networks to guide members effectively.
• Experience with case‑management metrics such as First Contact Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction (CSAT) scores.
• Comfort with a fast‑paced, growth‑oriented environment where processes evolve rapidly.

Core Competencies for Success

• Customer‑Centric Mindset: Always place the member’s needs first, striving for a seamless experience.
• Communication Excellence: Articulate complex health information in plain language, both verbally and in writing.
• Team Collaboration: Work effectively with peers, supervisors, and cross‑functional partners to solve problems.
• Adaptability: Thrive in a dynamic environment, quickly learning new tools, policies, and product features.
• Analytical Thinking: Use data from Salesforce and other systems to identify trends, root causes, and improvement opportunities.
• Integrity & Confidentiality: Safeguard member data and adhere to all regulatory standards.

Career Growth & Learning Opportunities

At arenaflex, we invest heavily in the professional development of our team members. As a Customer Support Specialist II, you will have access to:

• Structured onboarding and six‑week paid training that equips you with deep product knowledge and compliance expertise.
• Ongoing mentorship from senior support leads and product managers.
• Internal certification programs for Salesforce, HIPAA compliance, and advanced health‑technology concepts.
• Opportunities to transition into senior support roles, quality assurance, training, or even product development based on performance and interests.
• Tuition assistance for relevant coursework, encouraging you to pursue further education in health informatics, business, or related fields.
• Regular participation in hackathons, innovation labs, and cross‑departmental projects that shape the future of arenaflex’s platform.

Work Environment & Culture at arenaflex

Our culture is built on inclusion, curiosity, and a relentless drive to improve health outcomes. arenaflex celebrates diverse backgrounds, perspectives, and ideas, believing that a mosaic of experiences fuels creativity and innovation. You will find:

• A supportive, collaborative atmosphere where teammates celebrate each other’s successes.
• Flexibility to bring your whole self to work—whether that means sharing a hobby, participating in employee resource groups, or contributing to community‑service initiatives.
• Regular virtual town halls, wellness challenges, and social events that keep the team connected, even for remote employees.
• A commitment to work‑life balance, reflected in generous paid time off, paid holidays, and a clear focus on mental health.
• Transparent communication from leadership about company goals, performance metrics, and upcoming product releases.

Compensation, Perks, & Benefits

• Competitive hourly wage ranging from $20 – $25 per hour, with eligibility for performance‑based bonuses.
• Comprehensive health, dental, and vision insurance plans.
• Employer contributions to Health Savings Accounts (HSA) to help you manage out‑of‑pocket expenses.
• Matching 401(k) contributions to support your long‑term financial goals.
• Paid time off (PTO) and paid holidays to recharge and spend time with loved ones.
• Tuition assistance for continued education and professional certifications.
• Access to employee assistance programs (EAP) for counseling, legal, and financial guidance.
• Opportunities for remote work, with a primary location in the United States (remote‑first model).

Application Process & Important Notice

All candidates must be able to start on September 8, 2025, and commit to six weeks of fully paid training with perfect attendance. Shifts will be assigned after training, and you must be available to work Monday through Friday between 5:45 AM and 7:00 PM MST. Overtime may be required on an occasional basis.

To protect yourself from fraudulent postings, remember that the only official application channel for this role is the arenaflex Careers Page. If you encounter a posting that seems suspicious, please alert us at [email protected].

Join arenaflex – Make a Difference Every Day

If you are passionate about health technology, thrive in a fast‑moving environment, and love helping people solve real‑world problems, we want to hear from you. Bring your energy, empathy, and expertise to arenaflex and become a vital part of a team that is transforming lives through better health.

Apply today and start a rewarding career where your impact is measured in healthier, happier members.