Customer Care Advocate – Patient Support & Medical Device Experience (Wednesday‑Sunday, 10 am‑6:30 pm CST) – Remote/Hybrid

About arenaflex – Pioneering Patient‑Centric Health Innovation

arenaflex is a fast‑growing leader in the digital health and medical‑device space, dedicated to transforming the way patients and providers experience care. Our mission is to deliver cutting‑edge, data‑driven solutions that empower individuals to manage their health with confidence and ease. With a culture rooted in collaboration, curiosity, and compassion, arenaflex is building a future where technology and humanity intersect to improve outcomes and enhance quality of life.

Why This Role Matters

As a Customer Care Advocate at arenaflex, you will be the voice of the company for patients and healthcare providers who rely on our innovative device‑wear programs. You will guide users through the onboarding journey, troubleshoot issues, and act as a trusted liaison between the patient, the clinical team, and the broader business. Your dedication to service excellence will directly influence patient satisfaction, adherence, and overall health outcomes.

Key Responsibilities

• Patient & Provider Support: Deliver outstanding phone, email, and chat experiences, addressing product, service, and enrollment questions with empathy and expertise.
• Issue Resolution: Diagnose and resolve technical or usage challenges related to device wear, ensuring timely follow‑up and documentation.
• Compliance & Documentation: Accurately record all interactions in our CRM system, adhering to HIPAA, privacy, and internal quality standards.
• Ticket Management: Prioritize and close support tickets and email inquiries within defined service‑level agreements.
• Call Handling: Conduct inbound and outbound calls as scheduled, providing clear information and next‑step guidance.
• Collaboration: Participate in virtual meetings, training sessions, and cross‑functional huddles via Zoom, maintaining a professional on‑camera presence.
• Metrics & Quality Assurance: Meet or exceed individual performance metrics, including attendance, quality scores, average handle time, and compliance targets.
• Continuous Improvement: Contribute ideas to enhance processes, knowledge bases, and patient education materials.

Essential Qualifications

• Minimum 2+ years of high‑volume customer service experience (60+ interactions per day) in a fast‑paced environment.
• Demonstrated ability to communicate clearly—both verbally and in writing—with diverse audiences.
• Proficiency with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) and familiarity with CRM platforms, preferably Salesforce.com.
• Strong typing speed (≥40 WPM) and adeptness at navigating web‑based applications.
• Understanding of HIPAA, privacy regulations, and secure handling of sensitive health information.
• Flexibility to adapt quickly to changing priorities, schedules, and growth initiatives.
• Evidence of a patient‑first mindset and a genuine passion for helping people resolve complex issues.

Preferred Experience & Skills

• Background in healthcare, medical‑device, or patient‑support settings—non‑insurance based.
• Experience working with remote or hybrid teams, including home‑office setups that meet technical specifications.
• Ability to remain calm and professional under pressure, managing multiple tasks simultaneously.
• Track record of meeting or surpassing individual performance metrics (quality, productivity, adherence).
• Comfort with using video conferencing tools for training and collaborative work.

Technical & Home‑Office Requirements

arenaflex supports a flexible work model, but remote team members must meet the following technical standards:

• High‑speed internet with at least 50 Mbps upload and 150 Mbps download capacity.
• Direct, wired connection to the home router for stable network performance.
• Secure, private workspace that safeguards patient data.
• Dedicated desk space equipped with a laptop and two monitors for optimal multitasking.

In‑Office Attendance (Hybrid Flexibility)

While the role is primarily remote, arenaflex may request occasional on‑site presence for training, team events, or technical support. Advanced notice will be provided for non‑IT‑Helpdesk needs, ensuring you can plan accordingly.

Performance Metrics You’ll Own

• Attendance: Consistent presence during scheduled shifts (Wednesday‑Sunday, 10 am‑6:30 pm CST).
• Quality Scores: Maintain scores at or above the minimum acceptable threshold through thorough documentation and courteous interactions.
• Availability: Adhere to scheduled break and lunch windows while maximizing productive call time.
• HIPAA & Privacy Handling: Zero escalations; strict compliance with all regulatory expectations.
• Operational Metrics: Average call wrap time, handle time, productivity, and service‑level agreements.

Compensation, Benefits & Perks

arenaflex offers a competitive total‑reward package designed to support your health, financial security, and personal growth:

• Base Salary: Competitive hourly rate commensurate with experience.
• Health Coverage: Medical, dental, and vision insurance effective day one.
• Financial Wellness: Health Savings Account (HSA) contributions, flexible spending accounts (FSA), and dependent‑care FSA options.
• Retirement Planning: 401(k) with company match and an Employee Stock Purchase Plan.
• Paid Time Off: Generous PTO, paid parental leave, paid holidays, and travel assistance for personal trips.
• Well‑Being Programs: Emotional health support for you and your loved ones, legal/financial/identity‑theft assistance, and pet‑insurance discounts.
• Learning & Development: Unlimited access to LinkedIn Learning, internal training, and career‑advancement pathways.
• Remote Work Stipends: Reimbursement for home‑office equipment and internet costs.

Career Growth & Development at arenaflex

arenaflex invests heavily in the professional development of its team members. As a Customer Care Advocate, you will have access to:

• Structured mentorship programs pairing you with senior support leaders.
• Cross‑functional projects that expose you to product, compliance, and operations teams.
• Clear promotion tracks—from Advocate to Senior Advocate, Team Lead, and Management roles.
• Opportunities to specialize in areas such as clinical education, quality assurance, or regulatory compliance.
• Regular performance reviews that focus on skill‑building and career aspirations.

Our Culture – Collaboration, Innovation, and Compassion

At arenaflex, we celebrate a culture where every voice matters. Our core values include:

• Patient‑First Mindset: Every decision is guided by the impact on patient health and experience.
• Teamwork: Open communication, shared successes, and collective problem‑solving.
• Continuous Learning: Curiosity is encouraged; we provide resources to keep you at the forefront of industry trends.
• Integrity: Strict adherence to regulatory standards and ethical practices.
• Flexibility: We recognize the importance of work‑life balance and support flexible scheduling.

Application Process & Next Steps

If you are passionate about delivering compassionate support, thrive in a dynamic environment, and want to be part of a mission‑driven organization, we want to hear from you. To apply, click the link below and submit your resume and a brief cover letter outlining why you’re the ideal fit for arenaflex’s Customer Care Advocate role.

Apply Job!

Join arenaflex – Make a Difference Every Day

At arenaflex, your work will directly influence the health journeys of thousands of patients. Join a team that values empathy, expertise, and innovation. Apply today and start a rewarding career helping people live healthier, more connected lives.