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

At arenaflex, we are dedicated to providing exceptional patient support programs that make a meaningful difference in the lives of patients, caregivers, and healthcare providers. As a key member of our Customer Service Management team, the Experienced Customer Service Operations Supervisor will play a vital role in overseeing the daily operations of our patient access support contact center team, ensuring that our customers receive high-quality service and support. **Job Summary** We are seeking an experienced and results-driven Customer Service Operations Supervisor to join our team. As a Supervisor, you will be responsible for leading a team of up to 15 staff members who perform customer service, enrollment, and reimbursement activities. You will oversee daily operations, provide coaching, training, and mentorship to team members, and ensure that our customers receive exceptional service and support. This is a full-time, remote position that requires a dedicated, quiet, and private workspace with high-speed internet access. **Responsibilities** As a Customer Service Operations Supervisor, you will be responsible for the following key responsibilities: * Oversee daily operations for the patient access support contact center team, ensuring that team members can perform their job responsibilities effectively. * Coach, teach, train, and mentor team members in a 100% remote setting, monitoring individual and team performance. * Create and maintain Standard Operating Procedures and work instructions specific to the program. * Coordinate and deliver recurring reviews of program metrics and dashboards, sharing results with internal and external senior leaders. * Assess, test, and approve program changes, including those related to Information Technology, platform upgrades, and modifications to program business rules. * Report system issues that can impact our client relationship management system (CRM) and/or productivity in a timely manner. * Manage employee timecards, conduct interviews, and provide personnel recommendations to senior leaders. * Coordinate with senior leadership and Advice and Counsel Center to determine appropriate corrective action, not limited to termination when applicable. * Continually monitor program adherence, quality, attendance, and address accordingly. * Report Corrective and Preventative Actions in a timely manner. * Collaborate with fellow supervisors and business partners to provide effective responses and resolutions to complex program-related issues. * Conduct recurring development-based 1x1s with team members focused on both performance and goal setting. * Effectively manage time and independently prioritize work responsibilities to meet key deadlines. * Maintain regular contact with client/3rd party partners by leveraging excellent verbal and written communication skills. * Contribute to the building and presentation of quarterly business reviews to clients (either virtually or in-person). * Proactively seek and implement process efficiencies to reduce team manual work. * Host recurring team meetings to discuss updates, process changes, team SLAs/KPIs, QA, trends, etc. * Work well independently and in a team setting by collaborating across different departments. * Travel may be needed to perform duties up to 25%. **Qualifications** To be successful in this role, you will need to possess the following qualifications: * Bachelor's degree or equivalent work experience. * 3-5 years of experience in a related field of patient support programs preferred. * Previous management experience preferred. * Strong communication, presentation, and time management skills. * 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 in a 100% remote setting, requiring a dedicated, quiet, and private workspace with high-speed internet access. **Skills and Competencies** To excel in this role, you will need to possess the following skills and competencies: * Strong leadership and management skills, with the ability to motivate and inspire team members. * Excellent communication and interpersonal skills, with the ability to build strong relationships with team members, clients, and stakeholders. * Strong analytical and problem-solving skills, with the ability to identify and resolve complex issues. * Ability to work in a fast-paced environment, with multiple priorities and deadlines. * Strong attention to detail and organizational skills, with the ability to manage multiple projects and tasks. * Ability to work independently and as part of a team, with a strong commitment to collaboration and teamwork. **Career Growth Opportunities and Learning Benefits** At arenaflex, we are committed to the growth and development of our employees. As a Customer Service Operations Supervisor, you will have opportunities to: * Develop your leadership and management skills through training and development programs. * Collaborate with senior leaders and business partners to drive business growth and innovation. * Contribute to the development of new programs and initiatives, with the opportunity to shape the future of patient support programs. * Participate in professional development opportunities, including conferences, workshops, and training sessions. * Receive regular feedback and coaching to support your growth and development. **Work Environment and Company Culture** At arenaflex, we value diversity, inclusion, and teamwork. Our company culture is built on the following core values: * Integrity: We hold ourselves to the highest ethical standard. * Accountable: We bring passion, determination, and grit to deliver on our commitments. * Inclusive: We embrace differences to drive the best outcomes. * Mission Driven: We serve the greater goal of healthcare. * Innovative: We develop new ways of thinking, operating, and serving customers. **Compensation, Perks, and Benefits** As a Customer Service Operations Supervisor at arenaflex, you will receive a competitive salary range of $65,500 - $93,550, depending on your experience and qualifications. You will also be eligible for a wide range of benefits, including: * 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. **How to Apply** If you are a motivated and results-driven individual with a passion for patient support programs, we encourage you to apply for this exciting opportunity. Please submit your application as soon as possible, as the application window is anticipated to close on 12/06/2024. Apply for this job