Experienced Customer Service & Wellness Liaison – Delivering Exceptional Patient Experience in a Dynamic Healthcare Setting

At arenaflex, we are dedicated to providing unparalleled care and support to our community members, and we are seeking a highly skilled and compassionate Customer Service & Wellness Liaison to join our team. As a Customer Service Representative, you will play a vital role in ensuring that our patients receive exceptional service, support, and care throughout their journey with us.

About arenaflex

arenaflex is a leading healthcare provider that has been serving our community for years. We are committed to delivering high-quality care and services to our patients, and we believe that our team members are the key to our success. Our corporate office team serves as the central hub for communication among clinicians, patients, and families within our community, and we are looking for a dedicated and passionate individual to join our team.

Job Summary

As a Customer Service & Wellness Liaison, you will be responsible for providing exceptional customer service, support, and care to our patients and their families. You will be the first point of contact for many of our patients, and you will play a critical role in ensuring that their needs are met and their concerns are addressed. You will also be responsible for managing inquiries, routing them to the appropriate department, and providing personalized support to our patients.

Key Responsibilities

* Proactive Inquiry Management: + Actively monitor all inquiry channels (email, social media, web forms, phone calls) throughout the day. + Acknowledge each inquiry with a personalized response, ensuring timely follow-ups.

• Classifying and Prioritizing Inquiries:

+ Classify inquiries based on the customer’s needs, including service requests, employment inquiries, and general support. + Prioritize urgent matters, ensuring high-priority inquiries are addressed promptly.

• Routing Inquiries:

+ Direct inquiries to the appropriate department, ensuring a smooth handoff and clear communication with the customer.

• Delivering Personalized Customer Service:

+ Confirm the Start of Care (SOC) date and the type of care needed. + Provide the company’s contact number for any questions or concerns. + Inform the customer of the next check-in date (2, 4, 6 weeks) and agree on the best time for follow-up.

• Documentation and Follow-Up:

+ Log all interactions, inquiries, and follow-up details in the provided Excel sheet. + Note the next contact date, any questions or concerns addressed, and update the patient profile accordingly.

• Outbound Weekly Contact Requirement:

+ Each team member is required to contact at least 600 patients per week for outbound calls. + Ensure efficient management of workload to meet this target while maintaining high-quality service in each interaction.

• Call Management and Support:

+ Respond to inbound calls promptly and handle outbound follow-up calls with professionalism and empathy. + Ensure all customer concerns are addressed, and unresolved issues are followed up on within a reasonable time frame.

• Continuous Improvement and Team Collaboration:

+ Request feedback from customers after resolving inquiries to measure satisfaction. + Use trends and data to improve service quality and team efficiency. + Attend weekly/biweekly meetings to share insights, improve teamwork, and resolve challenges. + Understand the responsibilities of each team member to support one another effectively, ensuring everyone can step in if needed.

Qualifications

* At least one to two (2) years of experience as a customer service representative, call center clerk, or medical office receptionist.

• At least one (1) year of previous healthcare experience working in a similar setting.
• Bilingual Candidates preferred.
• High School graduate or equivalent; two years of college preferred.

Education

* High School graduate or equivalent; two years of college preferred.

Position Benefits

* Health, Dental, Vision

• 401k + Company match
• Paid Holidays
• PTO Package
• Paid Orientation
• Employee Referral Program

Work Environment and Company Culture

arenaflex is committed to creating a positive and supportive work environment that fosters growth, learning, and collaboration. Our team members are passionate about delivering exceptional care and service to our patients, and we are looking for someone who shares our values and commitment to excellence.

Salary and Compensation

* $20/HR + (plus benefits and perks)

How to Apply

If you are a motivated and compassionate individual who is passionate about delivering exceptional customer service and support, we encourage 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 hearing from you!

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Apply for this job