Experienced Customer Service Operations Supervisor – Patient Access & Reimbursement Support (Remote, U.S.)

Join arenaflex and Lead a Team That Makes Healthcare Easier for Patients Nationwide

At arenaflex, we believe that every patient deserves a seamless, compassionate, and knowledgeable experience when navigating the complex world of healthcare benefits, prescription coverage, and access to life-changing therapies. As a recognized leader in patient support services, arenaflex partners with top-tier healthcare providers, pharmaceutical innovators, and insurance carriers to remove barriers and deliver outcomes that genuinely change lives. We are now seeking a dedicated and people-focused Customer Service Operations Supervisor to lead a high-performing, fully remote team of patient access specialists. If you are passionate about coaching others, optimizing operational performance, and creating a measurable impact on patient care, this is your opportunity to grow with a company that values integrity, innovation, and inclusion at every level.

This role sits within the arenaflex Customer Service Management division, a strategic function responsible for guiding personnel who directly interact with patients, caregivers, healthcare providers, insurance providers, and pharmaceutical clients. As the supervisor, you will own the day-to-day leadership of a team performing customer service, enrollment, and benefit investigation activities, ensuring every interaction reflects arenaflex's commitment to quality and long-term customer retention.

About the Role

The Customer Service Operations Supervisor at arenaflex directly supervises a remote team that performs customer service, patient enrollment, and reimbursement activities. You will serve 1–2 strategic client programs, managing staffing schedules, training plans, and performance monitoring against key performance indicators (KPIs) defined in client contracts and internal standard operating procedures. Your leadership will be the engine that drives high-quality service delivery, regulatory compliance, and exceptional patient experiences across multiple touchpoints.

You'll be entrusted with managing a contact center team of up to 15 patient access support representatives, all working in a 100% remote environment. Your ability to coach, mentor, and develop talent — combined with sharp operational instincts — will directly influence arenaflex's reputation as a trusted partner in patient access and reimbursement services.

Key Responsibilities

• Team Leadership and Daily Operations: Oversee the daily workflow of a remote contact center team of up to 15 team members, ensuring each representative can perform their job responsibilities effectively and confidently in a fully remote setting.
• Coaching, Training, and Mentoring: Teach, train, mentor, and coach team members on best practices for customer service, patient enrollment, and benefit investigation, while continuously monitoring individual and team performance against established KPIs.
• Standard Operating Procedure Development: Create, maintain, and continuously refine Standard Operating Procedures (SOPs) and detailed work instructions tailored to the specific client program you support.
• Performance Reporting and Dashboards: Coordinate and deliver recurring weekly, monthly, and quarterly reviews of program metrics and dashboards, proactively sharing results with internal senior leaders and external client stakeholders.
• Change Management and Testing: Assess, test, develop solutions for, and approve program changes — including Information Technology modifications, platform upgrades, and revisions to program business rules — while ensuring minimal disruption to operations.
• System Issue Resolution: Report system issues that could impact the client relationship management (CRM) system, team productivity, or service quality in a timely and accurate manner.
• People Leadership and HR Functions: Manage employee timecards, open job requisitions, conduct interviews, and provide thoughtful personnel recommendations to senior leadership as a dedicated people leader.
• Corrective Action and Compliance: Coordinate with senior leadership and the Advice and Counsel Center to determine appropriate corrective action when necessary, including the potential for employment termination, while always maintaining compliance with arenaflex policies.
• Quality and Attendance Monitoring: Continually monitor program adherence, service quality, and attendance patterns, addressing concerns promptly and professionally to maintain operational excellence.
• Corrective and Preventative Action Reporting: Document and report Corrective and Preventative Actions (CAPAs) in a timely manner to mitigate risk and prevent recurring issues.
• Cross-Functional Collaboration: Collaborate with fellow supervisors and business partners across departments to deliver effective responses and resolutions to complex program-related challenges.
• One-on-One Development Meetings: Conduct recurring development-based 1x1s with team members that focus on both performance management and goal setting, fostering a culture of continuous growth.
• Time Management and Prioritization: Independently manage your time and prioritize responsibilities effectively to meet critical deadlines in a fast-paced environment.
• Client and Partner Communication: Maintain regular contact with clients and third-party partners, leveraging excellent verbal and written communication skills to strengthen relationships.
• Quarterly Business Reviews: Contribute to the building and presentation of quarterly business reviews for clients, either virtually or in person, showcasing program success and opportunities for improvement.
• Process Improvement: Proactively identify and implement process efficiencies that reduce manual work, increase team productivity, and improve the patient experience.
• Team Engagement: Host recurring bi-weekly or monthly team meetings to discuss updates, process changes, service level agreements, KPIs, quality assurance findings, and emerging trends.
• Independent and Team-Oriented Work: Thrive both independently and as part of a cross-functional team, collaborating effectively across different departments and geographies.
• Travel: Travel up to 25% may be required to perform your duties, including occasional on-site client meetings or team gatherings.

Essential Qualifications

• Education: Bachelor's degree or equivalent work experience in business administration, healthcare administration, communications, or a related field.
• Industry Experience: 3–5 years of experience in patient support programs, healthcare customer service, reimbursement services, or a closely related field.
• Management Experience: Previous supervisory or management experience leading customer service or contact center teams, ideally in a remote environment.
• Communication Skills: Strong written and verbal communication, presentation, and time management skills with the ability to engage confidently with senior leaders, clients, and team members.
• Leadership Commitment: A demonstrated commitment to the continued development of yourself and your team members.
• Technical Proficiency: Advanced computer skills and proficiency in Microsoft Office, including:
  • Microsoft Word: inserting tables, mail merge, tracking changes, updating headers and footers
  • Microsoft Teams: collaboration and communication in a hybrid remote environment
  • Microsoft Outlook: calendar management, email correspondence, and scheduling
  • Microsoft PowerPoint: updating slide layouts, adding slides, creating and updating charts, graphs, and themes
  • Microsoft Excel: pivot tables, graphing, and basic formulas (preferred)

Preferred Qualifications

• Direct experience with pharmacy or medical benefit investigations
• Familiarity with prior authorization processes and copay enrollment workflows
• Background in healthcare, pharmaceutical services, or insurance provider operations
• Experience managing client relationships and presenting to external stakeholders
• Knowledge of CRM platforms and contact center technologies

Core Competencies and Skills for Success

At arenaflex, we live by our core values every day. To thrive in this role, you should consistently demonstrate the following:

• Integrity: Hold yourself and your team to the highest ethical standards in every patient and client interaction.
• Accountability: Bring passion, determination, and grit to deliver on every commitment to your team, your clients, and your patients.
• Inclusivity: Embrace differences to drive the best outcomes for our patients, our team, and our partners.
• Mission-Driven Mindset: Serve the greater goal of healthcare by removing barriers for patients who depend on life-changing therapies.
• Innovation: Develop new ways of thinking, operating, and serving customers to continuously improve our patient access programs.

You will also embody arenaflex's core leadership behaviors: inviting curiosity, building partnerships, inspiring commitment, and developing self and others. These aren't just words on a wall — they shape how we hire, how we lead, and how we grow together.

Training and Work Schedule

Your new hire training will take place from 8:00 a.m. to 5:00 p.m. Central Time during your first week of employment. Attendance is mandatory, and we want to set you up for success from day one. Following training, this position is full-time at 40 hours per week, with flexibility required to work a scheduled shift between 7:00 a.m. and 7:00 p.m. Central Time.

Remote Work Details

All U.S. residents are eligible to apply for this fully remote position. You will work from home, full-time, in a dedicated, quiet, and private distraction-free environment with access to high-speed internet. arenaflex will provide you with the computer, technology, and equipment needed to perform your job successfully. You will be responsible for providing high-speed internet that meets the following requirements:

• Maintain a secure, high-speed, broadband internet connection (DSL, Cable, or Fiber) at your remote location
• Dial-up, satellite, Wi-Fi, and cellular connections are not acceptable
• Download speed of at least 15 Mbps (megabytes per second)
• Upload speed of at least 5 Mbps (megabytes per second)
• Ping rate maximum of 30 ms (milliseconds)
• Hardwired connection to the router
• Surge protector with network line protection for all arenaflex-issued equipment

Compensation and Benefits

arenaflex is proud to offer a comprehensive compensation and benefits package designed to support your health, well-being, and financial future. The anticipated salary range for this position is $65,500 – $93,550, depending on factors such as geographic location, relevant education, experience, and skills. This position is not currently bonus-eligible.

Our benefits program includes:

• Medical, dental, and vision coverage
• Paid time off plan
• Health savings account (HSA)
• 401(k) savings plan
• Access to wages before payday with myFlexPay
• Flexible spending accounts (FSAs)
• Short- and long-term disability coverage
• Work-life resources and employee assistance programs
• Paid parental leave
• Healthy lifestyle programs

Career Growth and Learning Opportunities

At arenaflex, your growth is our growth. We invest in our leaders through continuous learning opportunities, leadership development programs, mentorship pairings, and pathways for advancement within our expanding organization. As a Customer Service Operations Supervisor, you will gain exposure to client relationship management, operational strategy, and healthcare access innovation — building a foundation for long-term career success.

Our Culture

arenaflex supports an inclusive workplace that values the diversity of thought, experience, and background each team member brings. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. arenaflex is an Equal Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity or expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status, or any other status protected by federal, state, or local law.

We strongly encourage back-to-work candidates, individuals with disabilities, those without a college degree, and Veterans to apply. If you are passionate about leading teams, improving patient access, and making a tangible difference in healthcare, we want to hear from you.

How to Apply

The application window is anticipated to close on December 6, 2024. If you are interested in this opportunity, we encourage you to submit your application as soon as possible. Pay at arenaflex is determined by multiple factors, including — but not limited to — a candidate's geographic location, relevant education, experience, skills, and an evaluation of internal pay equity.

Take the next step in your leadership journey. Join arenaflex, where your work truly matters.