Customer Service Representative III – Remote Healthcare Technology & Patient Scheduling Support Specialist

Join arenaflex: Where Technology Meets Compassionate Care

At arenaflex, we are passionate about the intersection of cutting-edge healthcare technology and the deeply human need for accessible, seamless care. As a leader in the healthcare technology industry, we are dedicated to building platforms and services that break down barriers between patients and the care they need — most notably through our innovative at-home heart scan scheduling solutions that are revolutionizing cardiac diagnostics. Our mission goes beyond simply providing a service; we are on a mission to make high-quality cardiac screening more accessible, convenient, and patient-friendly than ever before.

We are seeking an experienced and empathetic Customer Service Representative III to join our growing team on a full-time, temporary contract basis. This is a 100% remote opportunity open to candidates located anywhere in the Continental United States — ideal for those who value flexibility, work-from-home autonomy, and the chance to make a real difference in patients' lives without ever leaving their home office. Reporting directly to the VP of Operations and Customer Experience, the successful candidate will play a critical role in delivering world-class patient support for our heart scan at-home scheduling program, serving as the compassionate and knowledgeable voice of arenaflex to every caller.

About This Opportunity

This role is designed for a seasoned customer service professional who thrives in a fast-paced call center environment and is comfortable navigating complex scheduling systems. With a contract duration of 3 to 6 months, this position offers a meaningful opportunity to contribute to a high-impact healthcare initiative while continuing to build and refine your customer service and operations skill set. The schedule operates on a Monday through Friday night shift from 8:00 PM to 4:30 AM (EST preferred), spanning half of the 2nd shift and half of the 3rd shift. Training will take place during the first shift to ensure you are fully prepared and confident before transitioning to the overnight schedule.

Whether you are looking for a contract role to bridge your career forward or a deep dive into the healthcare technology sector, arenaflex offers an environment where your expertise is genuinely valued, your professional growth is actively supported, and your contributions have a measurable impact on patient experience and organizational success.

Key Responsibilities

As a Customer Service Representative III at arenaflex, you will take ownership of a broad and impactful set of duties that directly influence patient satisfaction, operational efficiency, and the overall success of our healthcare scheduling platform. Your core responsibilities will include:

• High-Volume Call Management: Efficiently handle a large volume of inbound and outbound calls in a timely and professional manner, ensuring that every patient interaction is handled with care, accuracy, and a solutions-oriented mindset.
• Script Adherence & Adaptive Communication: Follow established communication scripts for consistency and compliance, while also leveraging your product and service knowledge to adapt your approach when necessary — going off-script thoughtfully to address unique patient needs or concerns.
• Patient Need Identification & Caption Platform Scheduling: Skillfully identify each patient's specific needs, learn and expertly utilize the Caption platform to schedule new appointments, modify existing ones, cancel as needed, and ensure every scheduling action is documented accurately and completed without error.
• End-to-End Call Ownership: Take full ownership of calls throughout the entire lifecycle of a patient's request — from initial contact through resolution — including proactive follow-ups to confirm satisfaction and ensure no issue goes unresolved.
• Complaint Resolution & Patient Advocacy: Professionally resolve patient complaints with empathy and effectiveness, de-escalating tense situations while providing clear, actionable solutions that leave patients feeling supported and valued.
• Relationship Building & Service Excellence: Go above and beyond in every interaction to build genuine, positive relationships with patients. Ensure that all questions, cancellations, and confirmations are handled appropriately, promptly, and with a consistently high standard of service.
• Performance Targets & Quality Metrics: Meet daily qualitative and quantitative targets for call volume, service quality, productivity, and adherence to organizational objectives — demonstrating discipline, focus, and a commitment to excellence in every shift.
• Daily Problem Logging & Documentation: Create and maintain accurate, detailed records of daily problems encountered and the remedial actions taken, using the call-center database to ensure continuity, accountability, and organizational learning.
• Process Improvement Recommendations: Leverage data and insights gathered from call-center activity to identify trends, bottlenecks, and opportunities for improvement. Recommend and influence meaningful process and system enhancements that boost overall organizational efficiency and elevate the patient experience.
• Caption Care Script Memorization: Memorize key scripts and service guidelines for Caption Care services, referring to them with confidence during live calls to ensure accuracy, compliance, and a seamless patient experience.
• Flexibility & Cross-Functional Support: Perform other duties as assigned by management, demonstrating adaptability and a collaborative spirit that supports the broader goals of the operations and customer experience team.

Required Qualifications & Experience

We are looking for a candidate who brings both the foundational experience and the interpersonal qualities necessary to succeed in this demanding and rewarding role. The ideal candidate will meet the following core requirements:

• Education: A high school diploma or equivalent is required. Additional education or certifications in customer service, healthcare administration, or a related field are viewed favorably.
• Professional Experience: A minimum of 3 to 5 years of hands-on experience working in a call center, customer support, or patient-facing customer service role. Experience within the healthcare industry — particularly in scheduling, patient coordination, or medical administrative support — is strongly preferred.
• Industry Context: Familiarity with healthcare technology platforms, Electronic Health Records (EHR) systems, or medical scheduling software will give candidates a distinct advantage in onboarding and early performance.
• Technical Proficiency: Strong proficiency with Microsoft 365 or comparable productivity software suites, including Outlook, Excel, Word, and Teams or similar collaboration platforms.
• Platform Learning Agility: Demonstrated ability to quickly learn and become proficient with new software platforms and systems — particularly the Caption scheduling platform used in this role.

Essential Skills & Competencies

Beyond formal qualifications, success in this role demands a specific set of interpersonal, cognitive, and organizational skills. At arenaflex, we believe these competencies are what truly separate good performers from exceptional ones:

• Active Listening & Verbal Communication: Exceptional active listening skills are non-negotiable. You must be able to hear not just what a patient is saying, but what they may be hesitant to express — picking up on tone, urgency, and unspoken concerns to provide truly personalized support.
• Problem-Solving Acumen: The ability to think critically and creatively under pressure, analyzing complex scheduling issues, patient concerns, or system challenges and developing effective, timely solutions.
• Conflict Resolution Expertise: Strong emotional intelligence and de-escalation skills are essential. You must be able to remain calm, empathetic, and solution-focused even when dealing with frustrated or upset patients.
• Multitasking & Time Management: The ability to manage multiple simultaneous priorities — handling calls, navigating the Caption platform, documenting interactions, and meeting call volume targets — without sacrificing quality or accuracy.
• Data-Driven Mindset: A natural inclination toward using data and insights to drive recommendations. The ability to look at call patterns, patient feedback, and operational metrics and translate them into actionable improvement ideas.
• Script Memorization & Retention: Strong memory and attention to detail, enabling you to internalize key service scripts and guidelines so that your patient interactions feel natural, informed, and authoritative.
• Detail Orientation: A meticulous approach to scheduling, data entry, and documentation, recognizing that small errors in a healthcare context can have outsized consequences for patients.

Preferred (Nice-to-Have) Skills

While not strictly required, the following skills and experiences will make you an exceptionally strong candidate:

• Process Improvement Experience: Demonstrated experience leveraging call-center data, patient feedback, and operational metrics to identify inefficiencies and recommend — or even implement — meaningful process improvements that have measurably boosted team or organizational performance.
• Healthcare Scheduling Background: Prior experience in medical appointment scheduling, patient access services, or healthcare call center environments, with familiarity of HIPAA considerations and healthcare administrative workflows.
• Caption Health Platform Familiarity: Direct experience with the Caption platform or similar cardiology/medical imaging scheduling systems.
• CRM or Call Center Software Proficiency: Experience with call center management platforms, CRM systems (such as Salesforce, Zendesk, or similar tools), or quality monitoring software used in large-scale customer support operations.

Physical Requirements & Work Environment

This is a fully remote position, which means you will be working from your own home office setup. As such, candidates must have:

• A reliable, high-speed internet connection suitable for uninterrupted call handling and platform access.
• A dedicated, quiet workspace free from distractions during scheduled shifts.
• A functional computer setup capable of running the Caption scheduling platform, Microsoft 365 applications, and any required call-center software simultaneously.
• During shifts, you should expect prolonged periods of sitting at a desk and working on a computer. A comfortable ergonomic workstation is recommended to support long-term comfort and productivity.

Schedule & Work Hours

This is a full-time, temporary contract position with a structured schedule designed to provide coverage across critical evening and overnight hours:

• Days: Monday through Friday (no weekends required)
• Hours: 8:00 PM to 4:30 AM (EST preferred; flexibility considered for qualified candidates in other US time zones)
• Shift Composition: This schedule spans half of the 2nd shift and half of the 3rd shift, providing varied exposure to different phases of patient interaction throughout the night.
• Training: Initial training will take place on the first shift to ensure thorough onboarding and platform proficiency before transitioning to the overnight schedule.

Why Choose arenaflex? Culture, Growth & Support

At arenaflex, we believe that exceptional customer service starts with taking exceptional care of the people who deliver it. We are committed to fostering a remote-first, people-centered culture that values integrity, collaboration, continuous learning, and professional growth — even across distributed teams. Here is what sets the arenaflex experience apart:

A Culture of Purpose and Impact

Every role at arenaflex is tied to a larger mission: making advanced healthcare technology accessible and patient-friendly. As a Customer Service Representative, you are not just taking calls — you are directly influencing how patients experience one of the most important medical services available to them. Your work matters, and that sense of purpose is felt by every member of our team.

Commitment to Consultant Relationships

Whether you are joining us through a staffing partnership or as a direct team member, arenaflex places the highest value on genuine, long-term relationships. We prioritize understanding your career aspirations, your skill development goals, and the types of roles that will help you grow — and we maintain regular, meaningful touchpoints throughout your engagement to ensure the experience meets and exceeds your expectations.

Professional Development & Learning Opportunities

We invest in our team's growth. Contract team members have access to internal training resources, platform certification opportunities, and a culture that encourages knowledge sharing and skill-building. Whether you are looking to deepen your healthcare technology expertise, sharpen your conflict resolution skills, or grow into leadership, arenaflex provides the environment and resources to support your journey.

Flexible, Remote-First Work Model

Say goodbye to long commutes and rigid office environments. Our 100% remote model is designed to give you the autonomy to work from anywhere in the Continental US, build your ideal work routine, and maintain a healthy work-life balance — all while contributing to a high-performing, innovative team.

Compensation, Benefits & Perks

We believe in fairly and competitively compensating our team members for their expertise, dedication, and the important work they do. For this role, arenaflex offers:

• Hourly Rate: $22.00 – $23.00 per hour, commensurate with experience and demonstrated skill level
• Full-Time Hours: Consistent 40-hour work week with a predictable, structured schedule
• Contract Duration: 3 to 6 months with the potential for extension based on performance, business needs, and mutual interest
• Remote Work Flexibility: Complete work-from-home flexibility for candidates anywhere in the Continental US
• Paid Training: Comprehensive onboarding and platform training during first-shift hours to set you up for success
• Career Development Support: Ongoing check-ins with the arenaflex team to ensure your role aligns with your career goals and development needs
• Professional Network: Access to arenaflex's broad network of IT and healthcare technology opportunities across the country for future career advancement
• Inclusive Environment: A workplace culture that values diversity, equity, and inclusion — where every voice is heard and every team member is respected

What Success Looks Like in This Role

Within your first 30 days, you will be fully onboarded and trained on the Caption platform, internal scripts, and arenaflex's patient support protocols. You will be confidently handling calls independently, demonstrating empathy, accuracy, and professionalism in every interaction. By the 60-day mark, you will be meeting or exceeding daily qualitative and quantitative performance targets, contributing process improvement ideas, and building a track record of positive patient feedback. By the end of your contract, you will have made a tangible impact on patient experience, operational efficiency, and the broader goals of arenaflex's healthcare technology mission — while having grown professionally in a supportive, values-driven environment.

Take the Next Step with arenaflex

If you are a seasoned customer service professional with 3 to 5 years of call center or patient-facing support experience, a passion for healthcare technology, and the drive to deliver exceptional service in a remote environment, we want to hear from you. arenaflex offers more than just a job — we offer a mission-driven opportunity to grow your career, develop new skills, and contribute to meaningful work that improves patients' lives every single day.

Don't let this opportunity pass you by. Whether you are seeking a meaningful contract role, a bridge to your next career chapter, or a chance to dive deep into the healthcare technology space, arenaflex is the place where your skills, ambition, and compassion can truly shine. Apply today and become part of a team that is reshaping how patients connect with the cardiac care they deserve.

We look forward to welcoming you to the arenaflex family.