Experienced Customer Service Management Supervisor – Access & Patient Support Operations

At arenaflex, we're dedicated to delivering exceptional customer experiences and unparalleled support to our clients. As a key member of our Access & Patient Support team, you'll play a vital role in shaping the future of healthcare by providing top-notch service to patients, customers, and clients. If you're passionate about leadership, customer satisfaction, and making a difference in people's lives, we invite you to join our dynamic team as an Experienced Customer Service Management Supervisor.

About arenaflex

arenaflex is a leading healthcare company that's revolutionizing the way patients access and receive medical care. Our innovative approach combines direct drug distribution, non-commercial pharmacy services, patient access support, and financial programs to create a seamless experience for our clients. As a subsidiary of arenaflex, Sonexus Health helps specialty pharmaceutical manufacturers connect with their customers and achieve better product success.

Key Responsibilities

As an Experienced Customer Service Management Supervisor, you'll oversee the daily activities of our Access Patient Support staff, ensuring they deliver exceptional customer service and meet client expectations. Your responsibilities will include:

• Supervising Access Patient Support staff in customer service and enrollment activities, as well as reimbursement staff performing benefit investigations for pharmacy and medical benefit coverage
• Overseeing staffing schedules to meet client contracts and company policies, including standard operating policies and work instructions
• Directly supervising employees in the Access Patient Support Center, adhering to arenaflex's policies and applicable laws
• Training employees, planning, assigning, and directing work; rewarding and disciplining employees; addressing complaints and resolving problems
• Setting priorities for the team to ensure task completion; coordinating work activities with other supervisors
• Applying expertise to solve standard and non-standard problems within your area
• Making decisions, often difficult and/or unpopular, by carefully weighing pros and cons and acting for the benefit of the work team
• Coaching and supporting subordinates in their decision-making efforts
• Providing direction in discussing and creating development plans
• Providing input into succession planning process for your work area
• Aligning individual goals for yourself and others with work area/functional goals
• Building confidence and respect of others through a positive and energizing style
• Assisting the work team in achieving goals/commitments; achieving your own goals/commitments regardless of obstacles
• Working within budgetary/financial objectives set by your manager, applying knowledge of profit drivers to work processes within your area
• Identifying specific opportunities for long-term change within your work team or product/service
• Building customer relationships, interpreting customer needs, and assessing their business requirements
• Leveraging customer knowledge to develop alternative solutions and sharing key learnings with others
• Resolving day-to-day or routine problems using defined processes
• Working/brainstorming with your work team and providing suggestions for solutions that contain the appropriate level of risk; ensuring your work team understands and supports the focus on operational excellence
• Actively building relationships across functions/businesses that bring value to arenaflex, encouraging the participation and perspectives of all team members, regardless of background; mentoring and empowering others to achieve success
• Effectively listening to and explaining difficult issues to reach shared understanding and build alignment

Qualifications

To succeed in this role, you'll need:

• A Bachelor's degree or equivalent work experience
• 3-5 years of experience in the Healthcare field
• Strong leadership skills
• Ability to create and clearly communicate strategic and tactical plans leading to an efficient and effective operation
• Advanced knowledge of healthcare reimbursement (preferred)
• Experience with Microsoft Office products, including Word, PowerPoint, Teams, Outlook, and Excel
• Excellent observation skills to easily identify trends and problems while providing solutions
• Superior written and verbal communication skills
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees
• Ability to effectively mediate situations in which parties are in disagreement and facilitate a positive outcome
• Ability to handle multiple outstanding issues and ensure all items are resolved in a timely manner to the satisfaction of all parties
• Thriving in a competitive and dynamic team environment
• Experience in phone-based customer service (preferred)
• Passionate about developing yourself and others
• Effective communication skills
• Adaptable and flexible
• Self-motivated and dependable
• Critical and creative thinking
• Organized, punctual, and efficient

Training and Work Schedules

Your new hire training will take place from 8:00am-5:00pm CT, with mandatory attendance required. This position is full-time (40 hours/week), and you'll be required to have flexibility to work any of our shift schedules during our normal business hours of Monday-Friday, 7:00am-7:00pm CT.

Remote Details

As a remote employee, you'll work full-time from a dedicated, quiet, private, distraction-free environment with access to high-speed internet. arenaflex will provide you with the computer, technology, and equipment needed to successfully perform your job. You'll be responsible for providing high-speed internet, which must meet the following requirements:

• Maintain a secure, high-speed, broadband internet connection (DSL, Cable, or Fiber) at the remote location
• Download speed of 15Mbps (megabyte per second)
• Upload speed of 5Mbps (megabyte per second)
• Ping Rate Maximum of 30ms (milliseconds)
• Hardwired to the router
• Surge protector with Network Line Protection for arenaflex-issued equipment

Compensation and Benefits

arenaflex offers a competitive salary range of $65,500 - $93,500, with the potential for bonuses. Our benefits package includes:

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

Application Window

The application window for this opportunity is anticipated to close on 12/22/2024. If you're interested in this role, please submit your application as soon as possible.

Diversity and Inclusion

arenaflex is an inclusive workplace that values diversity of thought, experience, and background. 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/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.

Apply Now

If you're passionate about delivering exceptional customer experiences and making a difference in people's lives, we invite you to apply for this exciting opportunity. Click the link below to submit your application: Apply Job! Apply for this job