Customer Service Representative III – Remote Healthcare Call Center Support Specialist (Patient Scheduling & Cardiac Care)

Join arenaflex: Where Compassion Meets Innovation in Healthcare Technology

Are you a seasoned customer service professional with a passion for healthcare and a talent for making meaningful connections over the phone? arenaflex, a leader in healthcare technologies, is searching for a dedicated and experienced Customer Service Representative III to join our growing remote team. This is a unique opportunity to combine your customer support expertise with purpose-driven work, helping patients schedule critical heart scans from the comfort of their homes.

As a recognized innovator in the healthcare technology space, arenaflex partners with forward-thinking organizations to deliver solutions that improve patient outcomes, streamline care delivery, and empower individuals to take control of their health. Our remote-first culture, commitment to professional growth, and dedication to patient-centered service make us an employer of choice for ambitious customer service professionals across the country.

Position Overview

We are hiring a Remote Customer Service Representative III – Patient Scheduling Specialist to support our Caption Care platform, which enables patients to schedule heart scans conveniently from home. In this role, you will serve as the first point of contact for patients, caregivers, and healthcare partners, providing accurate information, scheduling appointments, and resolving concerns with empathy and professionalism. This is a full-time, temporary position (3–6 months) reporting to the VP of Operations and Customer Experience, with the potential to extend based on performance and business needs.

The ideal candidate brings 3–5 years of call center or customer support experience, thrives in a high-volume environment, and is comfortable working overnight hours. If you are a night owl who loves helping people and wants to make a tangible impact in healthcare, this role at arenaflex is built for you.

Key Responsibilities

As a Customer Service Representative III at arenaflex, you will play a critical role in delivering exceptional service while driving operational excellence. Your daily responsibilities will include:

• Managing High-Volume Inbound and Outbound Calls: Handle a steady flow of patient calls efficiently, providing timely answers, instructions, and assistance related to heart scan scheduling and related services.
• Utilizing Communication Scripts Effectively: Follow established scripts for Caption Care services while confidently adapting your responses to address unique patient needs and concerns.
• Scheduling and Modifying Appointments: Identify patient needs, navigate the Caption platform, schedule new appointments, modify or cancel existing bookings, and ensure a seamless experience from start to finish.
• Owning the Customer Experience: Take full ownership of each call, including follow-ups, ensuring that every question, confirmation, and cancellation is handled with care and accuracy.
• Recommending Process Improvements: Leverage data, trends, and insights gathered from call center interactions to identify opportunities for operational enhancements and share recommendations with leadership.
• Resolving Complaints with Empathy: Apply strong conflict resolution and de-escalation skills to address patient concerns, turning potentially negative experiences into positive outcomes.
• Meeting Performance Targets: Achieve daily qualitative and quantitative goals related to call volume, service quality, productivity, and customer satisfaction.
• Maintaining Accurate Records: Document daily challenges, remedial actions, and call outcomes in the call-center database to support continuous improvement and reporting.
• Performing Additional Duties: Support other projects and initiatives as assigned by leadership.

Essential Qualifications and Experience

To thrive in this role at arenaflex, candidates must meet the following requirements:

• Educational Background: High school diploma or equivalent required.
• Professional Experience: A minimum of 3–5 years of experience working in a call center, customer support, or related role, ideally within the healthcare or technology sector.
• Technical Proficiency: Comfortable using Microsoft 365 or similar productivity software, with the ability to learn new platforms and tools quickly.
• Communication Skills: Excellent active listening, verbal communication, and interpersonal skills, with a professional and compassionate phone presence.
• Problem-Solving Ability: Strong analytical and critical thinking skills, with the ability to assess situations and develop effective solutions.
• Conflict Resolution Expertise: Demonstrated success in de-escalating tense situations and resolving customer complaints with empathy and professionalism.
• Time Management: Ability to multitask, prioritize effectively, and manage time in a fast-paced, metrics-driven environment.

Preferred (Nice-to-Have) Skills

While not required, the following qualifications will help you stand out as a candidate for arenaflex:

• Experience in healthcare scheduling, patient access, or medical call center operations.
• Familiarity with telehealth platforms, electronic health records (EHR), or patient engagement tools.
• A track record of using data and analytics to recommend process or workflow improvements.
• Previous experience working remotely in a structured, performance-based environment.
• Bilingual communication skills (Spanish or other languages) are a strong plus.

Physical Requirements

This is a remote role that requires prolonged periods of sitting at a desk and working on a computer. Candidates should have a dedicated, distraction-free home workspace and reliable high-speed internet connectivity to perform at their best. Given the overnight schedule, a quiet environment conducive to professional phone interactions is essential.

Work Schedule and Hours

• Regular Shift: Monday through Friday, 8:00 PM to 4:30 AM (Eastern Standard Time preferred). This shift covers portions of both 2nd and 3rd shift hours.
• Training Period: Initial training will be conducted on first shift (daytime hours) to ensure you are fully prepared before transitioning to the overnight schedule.
• Work Setting: 100% remote from anywhere in the Continental United States.

Why Join arenaflex?

At arenaflex, we believe that great customer service starts with great people. We are committed to fostering a supportive, inclusive, and growth-oriented work environment where every team member has the tools, training, and encouragement they need to succeed. When you join arenaflex, you become part of a mission-driven organization that values:

• Patient Impact: Your work directly helps patients access life-saving heart scans and receive the care they need, when and where they need it.
• Career Development: We invest in our team members' growth, offering opportunities to expand your skills, take on new challenges, and advance your career in healthcare technology.
• Flexibility and Autonomy: Our remote-first model allows you to work from the comfort of your home while collaborating with a dynamic, distributed team.
• Inclusive Culture: arenaflex is an equal opportunity employer that celebrates diversity and is committed to creating an inclusive environment for all employees.
• Recognition and Rewards: We acknowledge and reward hard work, dedication, and outstanding performance through various recognition programs.

Compensation and Benefits

arenaflex offers competitive compensation and a comprehensive benefits package for contract employees, including:

• Hourly Pay Rate: $22.00 – $23.00 per hour, commensurate with experience.
• Flexible Remote Work: Work from anywhere in the Continental U.S. with a schedule that supports work-life balance.
• Professional Growth: Access to training, mentorship, and career development resources to help you grow within the healthcare technology industry.
• Supportive Team Environment: Collaborate with experienced professionals who are passionate about patient care and customer excellence.
• Contract-to-Hire Potential: This temporary role has the potential to convert to a permanent position based on performance and business needs.

How to Apply

If you are a motivated, customer-focused professional ready to make a difference in the lives of patients across the country, arenaflex wants to hear from you. This is more than a job — it's an opportunity to build a rewarding career while contributing to the future of healthcare technology.

Take the next step in your career journey with arenaflex today. Apply now and join a team that values your skills, respects your contributions, and is committed to your success. We look forward to welcoming you to arenaflex, where every call counts and every patient matters.