Customer Service Support Representative – Outbound Lab Support & Physician Liaison

Join arenaflex: Where Compassion Meets Innovation in Healthcare Customer Support

Are you a natural problem-solver with a passion for healthcare and a commitment to delivering exceptional customer experiences? arenaflex, a forward-thinking leader in diagnostic and laboratory services, is searching for a dedicated, detail-oriented, and energetic Customer Service Support Representative – Outbound Lab Support & Physician Liaison to join our dynamic and rapidly growing remote support team. This is more than a job—it's an opportunity to make a tangible difference in patient care by serving as the critical communication bridge between physician offices, hospital laboratories, patients, and our internal clinical operations.

At arenaflex, we believe that outstanding customer service is the foundation of better healthcare outcomes. Every call you make, every question you answer, and every issue you resolve contributes to a smoother, more reliable diagnostic experience for the patients and providers who depend on us. If you thrive in fast-paced environments, love connecting with people, and want to build a meaningful career within the healthcare industry, this role is designed for you.

About arenaflex and Our Mission

arenaflex is a trusted name in the diagnostic laboratory industry, committed to advancing health through innovation, accuracy, and unwavering dedication to quality. We partner with physician practices, hospitals, specialty clinics, and healthcare networks nationwide to deliver reliable lab results, exceptional service, and cutting-edge diagnostic solutions. Our culture is built on collaboration, continuous improvement, and a deep respect for the individuals—both employees and customers—who drive our mission forward. When you join arenaflex, you become part of a team that values your growth, rewards your contributions, and empowers you to do the best work of your career.

Position Overview

As a Customer Service Support Representative on our Outbound Lab Support team, you will be the voice and the trusted point of contact for our diverse customer base. Your primary responsibility will be to handle outbound communications with physician offices, hospital laboratories, patients, and internal stakeholders, ensuring that every interaction is handled with professionalism, accuracy, and empathy. You'll provide product education, address inquiries, resolve concerns, and contribute to a world-class customer experience that defines the arenaflex brand.

Key Responsibilities

• Act as a professional liaison between arenaflex, our customer base, and the patients we serve, fostering trust and long-term relationships.
• Resolve routine and complex customer requests related to products and services through outbound calls, inbound calls, email, and internet-based communication channels.
• Speak with customers in a courteous, friendly, and highly professional manner, strictly adhering to protocol procedures and compliance standards.
• Inquire, clarify, and confirm customer requirements to ensure complete understanding of the solutions provided.
• Deliver additional customer education, product information, and service guidance as needed to support informed decision-making.
• Qualify and onboard new inbound customers requesting arenaflex's products and services, creating a seamless and welcoming introduction to our offerings.
• Navigate multiple databases and systems to research, investigate, and resolve complex issues and customer questions efficiently.
• Notify clients of test results in a timely, accurate, and confidential manner, maintaining strict adherence to HIPAA regulations.
• Review test requisition forms for accuracy, identify discrepancies, and escalate issues appropriately to ensure data integrity.
• Participate in activities, projects, and initiatives designed to improve customer satisfaction, streamline processes, and enhance overall business performance.
• Perform administrative support functions for medical record management, CRM data maintenance, and internal records, ensuring full HIPAA compliance at all times.

What We Are Looking For

Essential Requirements

• High School Diploma or GED equivalent is required.
• Prior experience working in the healthcare industry, such as a physician's office, medical laboratory, hospital, or clinical setting, is required.
• Proficiency in the Microsoft Office suite, particularly Excel, is required.
• Strong verbal and written communication skills with the ability to listen actively and respond thoughtfully to customer needs.
• Demonstrated courtesy, professionalism, and a strong customer service orientation in every interaction.
• Excellent multitasking abilities, with the capacity to manage multiple priorities and systems simultaneously.
• Strong flexibility and the ability to adapt quickly to changing priorities, workflows, and business needs.

Preferred Qualifications

• An Associate's or Bachelor's degree is highly desired and may accelerate career growth opportunities.
• Previous experience in a customer service role, ideally within a contact center or call center environment.
• Hands-on experience with Salesforce.com and/or Laboratory Information Systems (LIS) is a strong plus.
• Bilingual fluency in English and Spanish is highly desirable and will be considered a significant advantage.
• Prior experience with CRM platforms, medical record systems, or healthcare data management tools.

Work Schedule, Location, and Compensation

This is a remote position, allowing you to work from the comfort of your home while staying connected to a supportive and collaborative team environment. Our standard work schedule is Tuesday through Saturday, 9:00 a.m. to 5:30 p.m. Eastern Time. Please note that hours may occasionally change or vary based on business needs or the requests of your supervisor or management team.

During the initial training period of up to three months, your schedule will be Monday through Friday to support a comprehensive onboarding experience. Training is designed to set you up for long-term success, with dedicated mentorship, structured learning modules, and hands-on guidance from experienced team members.

For this role, arenaflex offers a competitive hourly pay range of $15.00 to $25.00 per hour, based on your skills, prior relevant experience, applicable degrees or certifications, and internal equity considerations. We are committed to providing compensation that reflects the value you bring to our team.

Why Build Your Career at arenaflex?

At arenaflex, we don't just offer jobs—we build careers. We are deeply invested in the professional and personal growth of every team member, and we provide the resources, mentorship, and opportunities you need to thrive. Here is what you can expect when you join our team:

Comprehensive Benefits Package

Regular, full-time, and part-time employees working 20 or more hours per week are eligible for a robust benefits package, including:

• Medical, dental, and vision insurance
• Life insurance and short-term and long-term disability coverage (STD/LTD)
• 401(k) retirement savings plan
• Employee Stock Purchase Plan (ESPP)
• Paid time off (PTO) or flexible time off (FTO)
• Commissions and company bonus opportunities, where applicable

Career Growth and Development

arenaflex is committed to helping you reach your full potential. Whether you aspire to advance into leadership, specialize in a particular area of laboratory operations, or expand your skills through continuing education, we provide the pathways, training programs, and internal mobility opportunities to help you achieve your goals. Many of our leaders started in customer service roles just like this one.

A Culture of Inclusion and Belonging

arenaflex is proud to be an Equal Opportunity Employer. We celebrate diversity, foster inclusion, and are committed to creating a workplace where every team member feels valued, respected, and empowered. Employment decisions at arenaflex are made based on qualifications, merit, and business needs—never on the basis of race, religion, color, national origin, gender (including pregnancy or related medical conditions), family or parental status, marital or civil partnership status, sexual orientation, gender identity or expression, age, veteran status, disability, genetic information, or any other legally protected characteristic. We do not tolerate harassment or discrimination of any kind.

Accessibility and Accommodations

arenaflex is committed to providing reasonable accommodations to individuals with disabilities. If you need assistance using our online tools to search and apply for jobs, or if you require an accommodation to participate in the application or interview process, please contact our Accessibility team for support. We are here to ensure that every candidate has a fair and accessible experience.

Privacy and Data Protection

Your privacy matters to us. To learn more about how arenaflex collects, uses, and stores your personal data, please review our Privacy Statement available on our careers website.

Take the Next Step Toward a Rewarding Career

If you are looking for a career that offers meaningful work, opportunities for growth, continual professional development, and the chance to make a real difference in healthcare, we invite you to apply today. Become part of a team that is passionate about service, committed to excellence, and dedicated to improving lives—one call, one patient, one result at a time.

Apply now and start your journey with arenaflex. We can't wait to meet you.