Remote Customer Experience Specialist – 2nd & 3rd Shift – arenaflex White‑Glove Patient Support

About arenaflex – Pioneering White‑Glove Service in the Imaging Industry

arenaflex is a privately held leader in medical imaging services, renowned for its relentless focus on technology, patient‑centric care, and sustainable growth. Over the past decade, arenaflex has doubled its revenue by investing in cutting‑edge imaging platforms, robust data analytics, and a culture that treats every client interaction as a chance to deliver a “White Glove” experience. Our mission is simple: empower healthcare providers with seamless imaging solutions while ensuring every patient feels respected, informed, and cared for. As a remote‑first organization, arenaflex embraces flexibility, diversity, and continuous learning, making us an employer of choice for professionals who thrive in dynamic, high‑impact environments.

Position Overview – Why This Role Matters

The Customer Experience Specialist is the front‑line ambassador of arenaflex’s commitment to excellence. Working the 2nd and 3rd shifts, you will be the voice that patients, providers, and field technicians hear when they need assistance, guidance, or resolution. Your ability to balance empathy with efficiency will directly influence patient satisfaction scores, operational uptime, and the overall reputation of arenaflex as a trusted partner in healthcare.

Key Responsibilities – What You’ll Do Every Day

• Answer inbound customer service calls, emails, and chat requests with a courteous, “can‑do” attitude that reflects arenaflex’s White‑Glove service philosophy.
• Log every interaction in the arenaflex Operations Management System (OMS), ensuring accurate documentation of service requests, driver communications, and escalation details.
• Create, dispatch, and track service tickets for imaging equipment, coordinating with vendors, field service technicians, and internal teams to guarantee timely resolution.
• Proactively monitor driver schedules (20‑30 drivers per night), confirming on‑time pickups and deliveries, and providing real‑time support for any logistical challenges.
• Escalate complex or time‑sensitive issues to the appropriate manager, following arenaflex’s escalation matrix and maintaining clear hand‑offs between shifts.
• Maintain strict compliance with HIPAA regulations, safeguarding patient information in all written, verbal, and electronic communications.
• Generate and attach Field Service Reports to OMS tickets, audit vendor submissions for completeness, and verify that all service activities are fully recorded.
• Enter helium readings, order or cancel injectable doses, and perform other specialized data entry tasks that support imaging equipment functionality.
• Collaborate with daytime colleagues across multiple geographic regions, providing concise shift summaries and ensuring continuity of care.
• Participate in a two‑week intensive training program at arenaflex’s Downers Grove, IL campus (remote candidates travel as needed), then transition to a fully remote work environment.

Essential Qualifications – What We’re Looking For

• Customer Service Experience: Minimum 2 years in a call‑center, patient‑scheduling, or similar customer‑facing role, preferably within healthcare or medical imaging.
• Technical Proficiency: Comfortable navigating web‑based platforms, Microsoft Office (Excel, Word, Outlook), and basic troubleshooting of imaging‑related software.
• Communication Skills: Ability to articulate thoughts clearly in both written and verbal formats; strong listening skills and a talent for translating technical jargon into layperson language.
• Organizational Acumen: Demonstrated capacity to prioritize multiple tasks, manage time effectively, and maintain meticulous records under pressure.
• Shift Flexibility: Willingness to work rotating 2nd and 3rd shifts, including weekends and holidays, with occasional overtime to cover peak periods.
• Remote Work Readiness: Reliable high‑speed internet, a quiet workspace, and the self‑discipline required for remote collaboration.
• Compliance Awareness: Understanding of HIPAA regulations and a commitment to protecting patient confidentiality.

Preferred Qualifications – Nice‑to‑Have Extras

• Experience with imaging equipment scheduling, field service coordination, or logistics management.
• Familiarity with OMS or similar ticketing systems.
• Previous exposure to healthcare compliance standards beyond HIPAA (e.g., OSHA, JCAHO).
• Certification in Customer Service Excellence (e.g., HDI, CCSP) or related professional development.

Core Skills & Competencies – How You’ll Succeed

• Empathy & Patience: Ability to remain calm and supportive when dealing with stressed patients or urgent service issues.
• Problem‑Solving: Quick identification of root causes and implementation of effective solutions without unnecessary escalation.
• Attention to Detail: Precise data entry, accurate ticket logging, and thorough follow‑up on all service actions.
• Team Collaboration: Seamless handoff of information to day‑shift colleagues, fostering a unified approach to patient care.
• Adaptability: Comfort with changing schedules, evolving technology, and the fast‑paced nature of remote healthcare support.
• Technical Literacy: Proficiency with Excel formulas, data filters, and basic troubleshooting of web‑based tools.

Career Growth & Development – Your Path at arenaflex

arenaflex invests heavily in employee development. As a Customer Experience Specialist, you will have access to:

• Structured onboarding and mentorship during the two‑week on‑site training, followed by ongoing virtual coaching.
• Quarterly skill‑building workshops covering advanced communication techniques, healthcare compliance, and emerging imaging technologies.
• Opportunities to transition into senior support roles, operations analysis, or vendor management positions after demonstrating mastery of shift responsibilities.
• Eligibility for internal mobility programs that allow you to explore other departments such as Clinical Services, Product Implementation, or Quality Assurance.
• Support for professional certifications, with tuition reimbursement for approved courses.

Compensation, Perks & Benefits – What arenaflex Offers

While exact salary ranges are competitive and commensurate with experience, arenaflex provides a comprehensive benefits package designed to promote health, financial security, and work‑life balance:

• Health, Dental, and Vision Insurance: Multiple plan options with employer contributions.
• 401(k) Matching: Company match to help you build retirement savings.
• Flexible PTO & Paid Holidays: Generous paid time off, plus additional holiday pay for weekend and holiday shifts.
• Employee Assistance Program (EAP): Confidential counseling and resources for personal or professional challenges.
• Life Insurance & Supplemental Coverage: Company‑paid basic life insurance with optional supplemental policies.
• Short‑Term & Long‑Term Disability: Voluntary options to protect your income.
• Wellness Incentives: Health‑club reimbursement, wellness challenges, and generous incentives for healthy habits.
• Company Swag & Remote Work Stipend: Branded apparel, ergonomic accessories, and a travel allowance for the initial training period.
• Recognition & Referral Programs: Quarterly awards, peer‑to‑peer recognition, and referral bonuses for successful hires.
• Continuous Learning: Access to an online learning portal, webinars, and industry conferences.

Work Environment & Culture – Life at arenaflex

arenaflex cultivates a collaborative, inclusive, and high‑performing culture where every employee feels valued. Our remote‑first model encourages autonomy while maintaining strong team connections through regular virtual huddles, cross‑functional projects, and social events. We celebrate diversity, champion mental‑health initiatives, and uphold a drug‑free workplace that aligns with our commitment to safety and professionalism.

Our “White Glove” ethos isn’t just a tagline—it’s a daily practice. Whether you’re handling a routine service request or navigating a critical patient issue, you’ll be empowered to act with compassion, precision, and confidence. arenaflex’s leadership is approachable, transparent, and dedicated to providing the tools and resources you need to excel.

Application Process – Join arenaflex Today

If you are passionate about delivering exceptional patient experiences, thrive in a fast‑paced remote environment, and are ready to embrace rotating 2nd and 3rd shift schedules, we want to hear from you. To apply, click the link below, submit your resume, and tell us why you’re the perfect fit for arenaflex’s Customer Experience team.

Apply Now – Become a Part of arenaflex’s White‑Glove Legacy

Equal Opportunity Employer Statement

arenaflex is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law. We maintain a drug‑free workplace and conduct pre‑employment background checks and drug screenings for all new hires.

Take the Next Step

Ready to make a meaningful impact on patient care while advancing your career in a supportive, technology‑driven environment? Join arenaflex and become a vital part of a team that sets the standard for customer experience in medical imaging. Apply today and start your journey toward professional growth, rewarding challenges, and a fulfilling remote career.