Experienced Bilingual Customer Support Specialist – Central Time Zone Hours

Join arenaflex, a rapidly growing healthcare technology company, as we revolutionize the patient experience and expand access to care. Are you a customer-centric individual with a passion for delivering exceptional support to patients and healthcare professionals? Do you possess fluency in Spanish and a strong background in high-volume customer service? If so, we invite you to join our dynamic team at arenaflex as a Bilingual Customer Support Specialist.

About arenaflex

arenaflex is a pioneering healthcare technology company dedicated to reimagining the patient experience. Our mission is to dramatically expand access to healthcare by leveraging technology and innovative clinical infrastructure. With a rapidly growing team of visionary leaders, we are backed by prominent venture capitalists, advised by a medical board of industry leaders, and led by former executives, physicians, and engineers from top companies like Google, Facebook, LabCorp, and Disney.

About the Role

As a Bilingual Customer Support Specialist at arenaflex, you will play a critical role in delivering flawless and timely support to our customers across the United States. Your primary responsibility will be to handle a high volume of inbound and outbound calls, texts, and emails related to patient interactions, clinical staff communications, and other inquiries. You will work closely with our Clinical Managers and Sprinters (mobile phlebotomists) to ensure seamless support and coordination.

A Day in the Life of a Bilingual Customer Support Specialist

As a Bilingual Customer Support Specialist, your day will begin by fielding and resolving overnight questions and supporting requests from our customers and partners. You will work from 9:00 am to 5:30 pm Central Time, Monday through Friday. Your responsibilities will include:

• Handling a high volume of inbound and outbound calls, texts, and emails related to patient interactions, clinical staff communications, and other inquiries
• Escalating questions and concerns to other teams for additional assistance
• Supporting Clinical Managers and Sprinters with real-time scheduling changes
• Handling clerical work prior to and after appointments to ensure our Sprinters can focus on delivering high-quality care in the home
• Supporting the Care Coordination team by confirming PCP fax information, obtaining missing appointment information, providing appointment updates, and identifying areas for workflow improvement
• Handling additional responsibilities and/or projects as designated, which may include enhancements to processes and the facilitation of cross-training across various departments

About You

To succeed in this role, you will need to possess:

• Fluency in Spanish (you must speak, write, and read proficiently)
• At least 2 years of high-volume, fast-paced patient/participant/customer service experience in the healthcare industry
• Proficiency using electronic health record (EHR) systems and other healthcare software
• Strong communication and interpersonal skills, with the ability to effectively liaise between clinical and administrative teams
• Excellent organizational skills and attention to detail to ensure accuracy in appointment documentation and record-keeping
• Ability to adapt to changing priorities and work effectively in a fast-paced environment
• Commitment to maintaining patient confidentiality and delivering high-quality, patient-centered care
• Experience coordinating tasks with national labs such as Quest or LabCorp, such as requisition review, issue investigation, result tracking, etc. (preferred)
• Experience using Zendesk (preferred)

You Will Thrive at arenaflex If You

* Are flexible, humble, and have a sense of humor

• Excel at last-minute problem solving and out-of-the-box thinking
• Are highly organized and process-oriented
• Communicate effectively when speaking and writing
• Know how to prioritize tasks and escalate situations when necessary
• Have experience working in an on-demand service or healthcare environment
• Enjoy working in a fast-paced, high-pressure environment
• Have a calm and understanding demeanor and the ability to empathize with customers' frustrations and needs

What We Offer

arenaflex is committed to providing a comprehensive benefits package to support your well-being and career growth. Our benefits include:

• Medical, dental, and vision plans 100% paid for you and your dependents
• Flexible PTO + 11 paid holidays per year
• 401(k) with a match
• 16-week parental leave policy for birthing parent, 8 weeks for all other parents
• HSA contributions
• Life insurance, plus short and long-term disability coverage
• Annual learning stipend

Join Our Team

If you are a motivated and customer-focused individual with a passion for delivering exceptional support, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to welcoming you to our team at arenaflex! Apply for this job