Patient Advocate Representative – On‑Site Call Center Customer Service Specialist – Healthcare Support & Reorder Management – $18/hr (Duluth)

About arenaflex – Transforming At‑Home Patient Care

arenaflex is a pioneering force in the at‑home healthcare industry, dedicated to reshaping chronic care management for patients across the United States. Our mission is to empower individuals living with long‑term health conditions by delivering compassionate, reliable, and technology‑enabled support directly to their doorsteps. By combining clinical expertise with a customer‑centric mindset, arenaflex ensures that every patient receives the right supplies, the right information, and the right encouragement—exactly when they need it.

As a member of the arenaflex family, you will join a collaborative network of professionals who are passionate about making a tangible difference in patients’ lives. Our culture is built on three core values—Certainty, Compassion, and Advancement—that guide every interaction, decision, and innovation. If you thrive in a fast‑paced, purpose‑driven environment and enjoy solving problems for real people, this role is your gateway to a rewarding career in healthcare support.

Position Overview

The Patient Advocate Representative – I role sits at the heart of arenaflex’s Patient Support Department, operating from our Duluth, Minnesota call‑center facility. In this on‑site position, you will be the first point of contact for patients, physicians, and referral partners, delivering first‑class service, managing reorder authorizations, and ensuring seamless billing and documentation processes. Your dedication will directly influence patient satisfaction, retention, and the overall success of arenaflex’s mission to provide superior at‑home care.

Key Responsibilities

• Authorization Management: Obtain, verify, and process authorizations for medication and supply reorders, ensuring compliance with insurance requirements and internal policies.
• Patient Issue Resolution: Address patient inquiries, troubleshoot concerns, and resolve challenges via phone, email, and document review, always aiming for a positive outcome.
• Documentation Accuracy: Maintain up‑to‑date medical records, insurance information, and billing documentation to guarantee accurate processing of services.
• Retention & Cross‑Selling: Proactively engage patients to reinforce the value of arenaflex’s services, identify opportunities for additional support, and contribute to patient base growth.
• Physician & Referral Coordination: Manage inbound and outbound communications with physicians and referral sources, confirming orders, clarifying coverage, and ensuring seamless collaboration.
• Supply Configuration Audits: Review supply configurations against formulary requirements, manufacturer capabilities, and supporting documentation to prevent errors and optimize inventory.
• Confidentiality & Compliance: Safeguard sensitive patient information in accordance with HIPAA and arenaflex’s privacy standards, maintaining the highest level of confidentiality.
• Attendance & Flexibility: Demonstrate reliable attendance and adapt to shift changes, including evenings and weekends, to meet departmental needs.

Essential Qualifications

• High school diploma or GED equivalent (minimum requirement).
• Demonstrated customer service experience, preferably in a healthcare or call‑center environment.
• Proficient computer skills, including fast and accurate keyboarding, data entry, and familiarity with CRM or electronic health record (EHR) systems.
• Exceptional verbal and written communication skills, with polished phone and email etiquette.
• Strong attention to detail, multitasking ability, and organizational prowess.
• Ability to maintain composure under pressure while delivering empathetic, patient‑focused solutions.
• Willingness to work flexible hours, including evenings and weekends, as operational demands dictate.

Preferred Qualifications & Additional Skills

• Previous experience in medical insurance verification, prior authorization, or pharmacy services.
• Familiarity with medical terminology, prescription drug formularies, and supply chain logistics.
• Experience using ticketing systems, call‑center software (e.g., Five9, NICE), or similar platforms.
• Demonstrated ability to handle confidential health information in compliance with HIPAA regulations.
• Problem‑solving mindset with a track record of turning challenging situations into positive outcomes.
• Team‑oriented attitude, ready to collaborate across departments such as Clinical, Billing, and Logistics.

Core Competencies for Success

• Empathy & Compassion: Genuine concern for patients’ well‑being, translating into patient‑centric communication.
• Analytical Thinking: Ability to interpret medical documents, insurance policies, and supply configurations quickly and accurately.
• Effective Communication: Clear, concise, and respectful interaction with diverse stakeholders, from patients to physicians.
• Time Management: Prioritizing tasks to meet deadlines while handling high call volumes.
• Adaptability: Flexibility to adjust to evolving processes, new technology platforms, and shifting schedule demands.
• Integrity: Upholding ethical standards and confidentiality in every transaction.

Why Join arenaflex?

At arenaflex, we recognize that our people are the engine of our success. When you become part of our team, you gain access to a supportive environment that encourages continuous learning, professional growth, and personal fulfillment.

Career Development & Learning Opportunities

• Structured Training: Comprehensive onboarding that covers medical documentation, insurance processes, and arenaflex’s proprietary systems.
• Mentorship Programs: Pairing with seasoned Patient Advocates and Clinical Leaders to accelerate skill development.
• Certification Support: Financial assistance for relevant certifications such as Certified Call Center Professional (CCCP) or Certified Patient Advocate (CPA).
• Career Pathways: Clear advancement routes to senior advocacy roles, team lead positions, or cross‑functional opportunities in Operations, Quality Assurance, and Training.

Compensation, Perks & Benefits

• Competitive hourly wage starting at $18/hr, with performance‑based incentives.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings options, including a 401(k) with company match.
• Paid time off, holidays, and flexible scheduling to support work‑life balance.
• Employee assistance program (EAP) offering counseling, financial guidance, and wellness resources.
• On‑site amenities such as break rooms, snack stations, and ergonomic workstations.
• Recognition programs that celebrate outstanding customer service and teamwork.

Work Environment & Culture at arenaflex

Our Duluth call‑center is designed to foster collaboration, focus, and comfort. You’ll work alongside a diverse team of dedicated professionals who share a common purpose: delivering exceptional care to patients in the comfort of their homes. arenaflex’s culture is built on three pillars:

• Certainty: We commit to reliable execution, ensuring that every patient receives the supplies and support they need, exactly when they need them.
• Compassion: We place patients at the center of every decision, treating each interaction with empathy and respect.
• Advancement: We encourage innovative thinking, continuous improvement, and open communication to drive the organization forward.

Team members regularly participate in huddles, knowledge‑sharing sessions, and community outreach events, reinforcing a sense of belonging and shared purpose.

Equal Opportunity Employment

arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability.

How to Apply

If you are ready to make a meaningful impact on patients’ lives while advancing your career in a dynamic, values‑driven organization, we invite you to submit your application today. Join arenaflex and become part of a team that turns compassion into action every single day.

Apply Now – Start Your Journey with arenaflex!