Remote Part-Time After‑Hours Customer Service Specialist – Healthcare Patient Access & Support (St. Louis Region)

Why arenaflex? – A Leader in Patient‑Centric Care

arenaflex is a nationally recognized, physician‑led health system that brings together more than 600 doctors, advanced practice providers, and allied health professionals across the Midwest. Since its founding in the mid‑1990s, arenaflex has grown to serve over 145 locations, delivering compassionate, high‑quality care in more than 25 medical specialties. Our mission is simple: to improve the health and well‑being of the communities we serve by providing seamless, patient‑focused experiences every time a person interacts with our system. As a remote member of the arenaflex After‑Hours Team, you will be a vital link in that mission, ensuring patients receive timely assistance, accurate information, and compassionate support—even when the office doors are closed.

Position Overview

The Remote Part‑Time After‑Hours Customer Service Specialist is the first point of contact for patients, providers, and external partners who call arenaflex during designated after‑hours windows. You will leverage a robust electronic health record (EHR) platform to capture clinical and financial data, schedule appointments, verify insurance, and resolve a wide variety of inquiries. This role demands a blend of empathy, critical thinking, and technical proficiency, all delivered from the comfort of your home office.

Key Responsibilities

• Answer a high volume of inbound calls from patients, physicians, and external facilities during scheduled shifts (Sunday 12:00 am‑9:30 am; Thursday & Friday 4:00 pm‑12:00 am; holiday rotation 4:00 pm‑12:00 am).
• Navigate the arenaflex EHR to retrieve, validate, and document demographic, clinical, and financial information while maintaining strict HIPAA compliance.
• Schedule patient visits, taking into account complex provider preferences, insurance eligibility, and specialty‑specific requirements.
• Provide medication refill assistance, pre‑certification support, and symptom‑based guidance, escalating to clinical staff when necessary.
• Verify insurance coverage, update eligibility status, and educate callers on basic insurance concepts, MyChart usage, and appointment preparation.
• Document all interactions accurately in the EHR, send messages to providers, and ensure that any clinical information needed after hours is communicated promptly.
• Maintain performance metrics such as abandoned call rate, average speed of answer, and average handling time, consistently meeting or exceeding established targets.
• Demonstrate professionalism, positivity, and respect in every interaction, representing arenaflex’s brand and values.
• Participate in holiday rotation schedules, providing continuous coverage while balancing personal time‑off needs.
• Complete a typing test (minimum 35 wpm with 90 % accuracy) as part of the onboarding process.

Essential Qualifications

• Education: High School Diploma or GED required.
• Experience: 2‑5 years of recent healthcare or customer service experience, preferably in a call‑center or patient‑access environment.
• Technical Skills: Proficiency with electronic health record systems, basic computer applications, and the ability to learn new software quickly.
• Communication: Excellent verbal communication, active listening, and the ability to convey complex information clearly and compassionately.
• Geographic Requirement: Must reside within a one‑hour drive of St. Louis, Missouri, to meet occasional on‑site training or compliance needs.
• Performance Ability: Ability to remain alert, focused, and safe while handling high‑volume, after‑hours calls.

Preferred Qualifications & Additional Skills

• Prior experience working in a multi‑specialty medical group or health system.
• Familiarity with insurance verification processes, pre‑authorization procedures, and medical billing terminology.
• Demonstrated critical‑thinking skills with the ability to triage calls quickly and accurately.
• Experience using MyChart or similar patient portal platforms.
• Strong organizational skills and the ability to manage multiple tasks simultaneously without sacrificing quality.
• Commitment to continuous learning and professional development in the healthcare field.

Core Competencies for Success

• Empathy & Patient‑Centricity: Treat every caller as a valued patient, showing genuine concern for their health and well‑being.
• Attention to Detail: Accurate data entry and documentation are critical to maintaining patient safety and regulatory compliance.
• Time Management: Efficiently handle calls while adhering to performance metrics and maintaining a high level of service quality.
• Team Collaboration: Work closely with on‑site clinical staff, providers, and other remote team members to resolve complex issues.
• Adaptability: Thrive in a dynamic, fast‑paced environment where priorities can shift rapidly.
• Technology Savvy: Comfort with remote work tools, video conferencing, and secure communication platforms.

Career Growth & Learning Opportunities

arenaflex invests heavily in employee development. As a Remote After‑Hours Specialist, you will have access to:

• arenaflex Institute for Learning and Development – a suite of online courses covering clinical terminology, customer service excellence, and advanced EHR navigation.
• Tuition assistance programs that can fund further education in health administration, nursing, or related fields.
• Mentorship from seasoned clinical staff and senior leaders who can guide you toward future roles such as Patient Access Coordinator, Clinical Scheduler, or Health Services Manager.
• Opportunities to transition into full‑time, on‑site positions within arenaflex’s expansive network of hospitals and clinics.

Compensation, Benefits, and Perks

While specific salary details will be discussed during the interview process, arenaflex offers a competitive hourly wage for part‑time employees, along with a comprehensive benefits package that includes:

• Medical, dental, and vision coverage available from the first day of the month following hire.
• Life insurance, disability insurance (paid by arenaflex), and legal services.
• Retirement options – a pension plan, 403(b), and a 401(k) with company match.
• Flexible Spending Accounts for health care and dependent care expenses.
• Paid Time Off that combines vacation, sick days, holidays, and personal time.
• Adoption assistance and employee assistance programs for emotional and financial well‑being.
• Access to a remote‑work stipend for home office equipment and high‑speed internet.

Work Environment & Culture at arenaflex

arenaflex prides itself on a culture of collaboration, respect, and continuous improvement. Even as a remote employee, you will feel connected to a supportive community that values:

• Inclusivity: A diverse workforce where every voice is heard and valued.
• Innovation: Ongoing investment in technology that streamlines patient access and improves the care experience.
• Well‑Being: Programs that promote physical, mental, and social health for you and your family.
• Recognition: Regular acknowledgment of outstanding performance through awards, peer‑recognition platforms, and career milestones.

Our remote team members receive the same level of engagement as on‑site staff, with virtual town halls, team‑building events, and regular check‑ins from supervisors to ensure you have the resources you need to succeed.

Application Process

If you are passionate about delivering exceptional patient support, thrive in a fast‑paced, after‑hours environment, and meet the geographic and technical requirements, we encourage you to apply today. Join arenaflex’s dedicated After‑Hours Team and make a meaningful impact on the health journeys of thousands of patients each week.

Apply Now – Become a Part‑Time After‑Hours Customer Service Specialist at arenaflex