**Experienced Customer Service Operations Supervisor – Patient Support Programs Management**

At arenaflex, we are dedicated to delivering exceptional patient support programs, and we're looking for a highly skilled and motivated Customer Service Operations Supervisor to join our team. As a key member of our customer service leadership, you will be responsible for overseeing the daily operations of our patient access support contact center team, ensuring high-quality customer service, and driving long-term customer retention. **About arenaflex** arenaflex is a leading healthcare company that provides innovative solutions to patients, caregivers, healthcare providers, and pharmaceutical clients. Our mission is to serve the greater goal of healthcare by developing new ways of thinking, operating, and serving customers. We value integrity, accountability, inclusivity, mission-driven behavior, and innovation, and we're committed to creating a workplace that celebrates diversity and promotes employee growth and development. **Responsibilities** As a Customer Service Operations Supervisor, you will be responsible for leading a team of up to 15 program staff members who perform customer service, enrollment, and reimbursement activities. Your key responsibilities will include: * Overseeing daily operations, including staffing schedules, training, and monitoring of key performance indicators to meet client contract requirements and internal standard operating policies. * Coaching, teaching, training, and mentoring team members in a 100% remote setting while monitoring individual and team performance. * Creating and maintaining Standard Operating Procedures and work instructions specific to the program. * Coordinating and delivering recurring reviews of program metrics and dashboards, sharing results with internal and external senior leaders. * Assessing, testing, and approving program changes, including those related to Information Technology, platform upgrades, and modifications to program business rules. * Reporting system issues that can impact our client relationship management system (CRM) and/or productivity in a timely manner. * Managing employee timecards and performing standard HR responsibilities as a people leader. * Opening job requisitions, conducting interviews, and providing personnel recommendations to senior leaders. * Collaborating with senior leadership and the Advice and Counsel Center to determine appropriate corrective action, not limited to termination when applicable. * Continually monitoring program adherence, quality, attendance, and addressing accordingly. * Reporting Corrective and Preventative Actions in a timely manner. * Coordinating with fellow supervisors and collaborating with business partners to provide effective responses and resolutions to complex program-related issues. * Conducting recurring development-based 1x1s with team members focused on both performance and goal setting. * Effectively managing time and independently prioritizing work responsibilities to meet key deadlines. * Maintaining regular contact with client/3rd party partners by leveraging excellent verbal and written communication skills. * Contributing to the building and presentation of quarterly business reviews to clients (either virtually or in-person). * Proactively seeking and implementing process efficiencies to reduce team manual work. * Hosting recurring team meetings to discuss updates, process changes, team SLAs/KPIs, QA, trends, etc. **Qualifications** To be successful in this role, you will need: * A Bachelor's degree or equivalent work experience. * 3-5 years of experience in a related field of patient support programs, preferably with previous management experience. * Strong communication, presentation, and time management skills. * A commitment to the continued development of oneself and team members. * Advanced computer skills and proficiency in Microsoft Office, including Word, Teams, Outlook, PowerPoint, and Excel. * Ability to work well independently and in a team setting, collaborating across different departments. **What We Offer** As a Customer Service Operations Supervisor at arenaflex, you will enjoy a comprehensive benefits package, including: * Medical, dental, and vision coverage. * Paid time off plan. * Health savings account (HSA). * 401k savings plan. * Access to wages before pay day with myFlexPay. * Flexible spending accounts (FSAs). * Short- and long-term disability coverage. * Work-Life resources. * Paid parental leave. * Healthy lifestyle programs. **Work Environment and Culture** As a remote employee, you will work from a dedicated, quiet, private, distraction-free environment with access to high-speed internet. We will provide you with the computer, technology, and equipment needed to successfully perform your job. You will 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. * Dial-up, satellite, WIFI, Cellular connections are NOT acceptable. * 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 CAH issued equipment. **Career Growth Opportunities and Learning Benefits** At arenaflex, we are committed to employee growth and development. As a Customer Service Operations Supervisor, you will have opportunities to: * Develop your leadership skills through coaching, training, and mentoring. * Participate in recurring development-based 1x1s with team members focused on both performance and goal setting. * Collaborate with senior leadership and the Advice and Counsel Center to determine appropriate corrective action. * Contribute to the building and presentation of quarterly business reviews to clients. * Proactively seek and implement process efficiencies to reduce team manual work. **Travel Requirements** Travel may be needed to perform your duties up to 25%. **Application Window** The application window for this position is anticipated to close on 12/06/2024. If you are interested in this opportunity, please submit your application as soon as possible. **Equal Opportunity Employer** arenaflex is an Equal Opportunity/Affirmative Action employer. 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 Job! Apply for this job