At arenaflex, we're revolutionizing the way healthcare is delivered by extending health-care-management beyond the walls of doctors' offices and into people's homes and their day-to-day lives. Our innovative approach combines AI tools, data collection through connected devices, and real-time access to health coaches to empower individuals with chronic conditions to make smart, daily decisions and build healthy habits. We're seeking a highly skilled and proactive support specialist to join our Brook Health Operations team as a part-time contractor, Healthcare Customer Service Associate.
**Job Overview:**
As a key player on our team, you will play a critical part in maintaining seamless operations, minimizing patient downtime, and ensuring our services run smoothly. You will assist in the troubleshooting of medical devices and patient-facing app issues, assist in the completion of Return Merchandise Authorizations (RMAs), order device replacements as needed, and potentially assist with patient onboarding. This role has the potential for contract-to-hire and offers a dynamic work experience with team members in multiple time zones.
**Responsibilities:**
* Provide comprehensive customer and technical support across Brook's products, including patient-provided medical equipment
* Troubleshoot medical devices and patient-facing app issues to minimize downtime and ensure seamless operations
* Assist in the completion of Return Merchandise Authorizations (RMAs) and order device replacements as needed
* Collaborate with internal teams, outside vendors, and support the deployment and return of hardware
* Ensure Brook's equipment is in optimal condition and ready for operational use
* Methodically document technical issues, resolutions, and processes to foster knowledge sharing and future reference
* Cross-collaborate with Brook's Third Party Logistics (3PL) and device support vendor to facilitate top-tier patient support for device troubleshooting
* Other projects as assigned
**Requirements:**
* A proven track record of providing exceptional customer support in a healthcare setting
* Knowledge of HIPAA regulations to ensure patient confidentiality and the protection of sensitive health information
* Excellent verbal and written communication skills to interact with patients, providers, and team members
* Ability to work as part of a multidisciplinary team in a fast-paced, constantly evolving, digital healthcare environment
* Ability to work independently and as part of a team
* Strong troubleshooting and problem-solving skills that translate into quick and efficient resolutions
**Preferred Qualifications:**
* Minimum 2 years of experience conducting customer support calls with patients
* Practical experience with Google Workspace, Slack, Zoom, ZenDesk, Notion, and Microsoft Excel
* Exceptional communication and interpersonal skills to effectively assist our patients with technical issues
* Understanding of common medical terminology to communicate effectively with patients and healthcare professionals
* Demonstrated experience working with patients with disabilities, chronic illnesses, and those without technical aptitude
* Strong analytical and problem-solving skills
**What arenaflex Offers:**
* Competitive hourly wage
* Part-Time Working Hours (You'll be working East Coast Hours within 8-5pm EST)
* An opportunity to make a real impact on the people around you
* A collaborative team of people who live our core values and have your back
* Opportunities for career growth and professional development
**Work Environment and Culture:**
At arenaflex, we're committed to creating a dynamic and inclusive work environment that fosters collaboration, innovation, and growth. Our team members are passionate about making a difference in the lives of our patients and are dedicated to delivering exceptional customer service. We're proud of our fast-paced, user-centric, high-expectation, constantly-improving-ourselves culture and are looking for like-minded individuals to join our team.
**Compensation:**
The pay range for this role is $20 - $25 USD per hour, based on experience, location, and applicable knowledge.
**How to Apply:**
If you're a motivated and customer-focused individual with a passion for healthcare, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.
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