Customer Experience Associate – Remote Patient Support Specialist Driving Diagnostic Imaging Excellence

About arenaflex

arenaflex is a pioneering digital health scale-up that is transforming how patients and clinicians access diagnostic imaging services. As the largest medical imaging platform in the United Kingdom, arenaflex offers a comprehensive range of services from MRI scans to mammograms, dramatically reducing the time it takes for patients to receive a diagnosis and begin treatment. By bridging the gap between patients, clinicians, and imaging centres, arenaflex is not just providing a service; it is improving healthcare outcomes for thousands of people every single day.

Our innovative marketplace model empowers patients to book their own diagnostic scans on their own terms and within their own timeframes, eliminating the traditional barriers and frustrations associated with accessing medical imaging. For clinicians, our referral portal provides admin-free access to imaging services nationwide, freeing up valuable time that can be redirected to patient care. At arenaflex, we do diagnostics differently; we combine technology, healthcare expertise, and a relentless focus on patient experience to deliver a service that is simpler, faster, and more effective.

As we continue our rapid expansion across the B2B sector, arenaflex is now offering more than ten different scan types and working with over two hundred UK imaging centres. With a total of sixty million dollars raised in venture capital funding, we have reached profitability and are on track to grow by over three hundred percent in the coming year. This is an incredibly exciting time to join arenaflex as a Customer Experience Associate, and we are looking for passionate, driven individuals to help us deliver exceptional patient experiences during this period of transformational growth.

The Opportunity: Customer Experience Associate

We are seeking a dedicated and empathetic Customer Experience Associate to join our Operations team at arenaflex. This is a fully remote position based anywhere in the United Kingdom, with one to two days of initial onsite training at our London office. As the external face of arenaflex, you will play a critical role in shaping how patients, referrers, and imaging centres experience our services.

Reporting to the Operations Coordinator, you will handle patient enquiries, work closely with referrers, and coordinate with imaging sites to ensure seamless scheduling and delivery of diagnostic services. Your contribution will directly impact our mission to provide an amazing service that exceeds customer expectations at every touchpoint. This is an exceptional opportunity for someone who is passionate about customer care, thrives in a fast-paced environment, and wants to build a meaningful career in the rapidly evolving digital health sector.

What You Will Be Getting Involved In

As a valued member of the arenaflex team, you will be entrusted with a diverse range of responsibilities that are central to the success of our operations. Your role will be dynamic and evolving, reflecting the nature of an early-stage, high-growth business. Some of the key areas you will be involved in include:

• End-to-End Customer Experience Management: Overseeing the entire patient pathway, from initial booking through to the completion of the scan and every step in between, ensuring a smooth and supportive journey for every individual.
• Multi-Channel Communication: Delivering outstanding service across all our communication channels, including phone calls, live chats, and emails, adapting your communication style to suit the needs of diverse customers.
• Cross-Functional Collaboration: Working closely with other teams across the arenaflex business to ensure that customers receive the best possible experience during each interaction, contributing to a culture of shared success.
• Problem Resolution: Proactively identifying and solving issues as they arise, with the ability to escalate complex queries when necessary to ensure prompt and effective resolution.
• Stakeholder Relationship Management: Building and maintaining strong working relationships with external imaging centres and referrers to resolve operational challenges and drive a positive customer journey.
• SLA Achievement and Quality Assurance: Meeting service level agreements to keep customer wait times to a minimum while consistently maintaining a high standard of quality assurance in every interaction.
• Innovation and Process Improvement: Embracing new operational processes, championing innovation within the team, and contributing ideas that enhance our service delivery and operational efficiency.

The Top Five Things We Want You to Achieve in Your First Year

Your success in this role will be measured by your ability to deliver exceptional service while continuously growing and developing within the business. The five key achievements we are looking for you to accomplish in your first year at arenaflex are:

• Deliver excellent customer service whilst maintaining high standards of quality assurance across all customer interactions.
• Build successful relationships with both our suppliers and partners to create a network of trust and reliability.
• Drive innovation within the team by socialising your ideas about process and service improvements that can elevate the customer experience.
• Foster positive stakeholder relationships to support cross-functional collaboration and ensure seamless service delivery.
• Own internal projects and initiatives to further your professional development and deepen your knowledge of the business.

What You Might Bring to the Table

At arenaflex, we believe that everyone can add value, learn, and grow, regardless of whether this is your first role or your fifth. We are looking for individuals who embody our values and bring a genuine passion for customer service to everything they do. While we do not expect you to tick every box, the following skills and experiences would be highly beneficial:

• Customer or Patient-Facing Experience: Previous experience working in a customer service, patient-facing, or healthcare environment where you have developed your ability to handle diverse customer needs.
• Excellent Communication Skills: Superb verbal and written communication skills with the ability to share updates clearly and compassionately with patients and other medical staff.
• Analytical Thinking and Multitasking: Strong analytical thinking capabilities and the ability to handle multiple tasks concurrently in a fast-paced environment.
• High Level of Empathy: A natural ability to empathise with customers, understand their concerns, and provide reassurance during what can often be a stressful time.
• Self-Starter Mindset: An incredibly motivated and driven individual with a proactive approach to work and a willingness to take initiative.
• Target Achievement: A proven ability to achieve and exceed individual and team targets, demonstrating a results-oriented approach to your work.
• Start-Up Experience (Preferred): Previous experience working in a start-up or scale-up environment is a plus, as it demonstrates adaptability and comfort with rapid change.

How We Will Interview You

We believe that the interview process should be respectful of your time while allowing us to get to know you properly. At arenaflex, we keep our interview process short, sweet, and focused. Here is what you can expect, though we may switch up the order depending on team availability:

• Introductory Call: A thirty-minute video call with our Senior Talent Partner, where we will discuss your background, motivations, and the role in more detail.
• Hiring Manager Interview: A forty-five-minute video call with the hiring manager, which will be a more structured interview that deep-dives into the role and the technical skills required.
• Assessment Stage: All of our roles include a small assessment stage, which might be in person, a take-home task, or further video calls. The length varies, but we are mindful of your time and aim to keep it as simple as possible.
• Meet the Team: An opportunity to meet the founders and other team members, allowing you to experience the culture and ask any final questions.
• Offer: If we believe you are the right fit for arenaflex, we will extend an offer and welcome you to the team.

Career Growth and Development Opportunities at arenaflex

At arenaflex, we are committed to helping every member of our team realise their full potential. As an early-stage business experiencing rapid growth, there are significant opportunities for career progression, skill development, and cross-functional exposure. When you join arenaflex as a Customer Experience Associate, you will benefit from comprehensive onboarding and training, ongoing mentorship from experienced leaders, and the chance to take ownership of projects that have a real impact on the business.

We actively encourage our team members to bring forward new ideas, experiment with innovative approaches, and develop their skills through hands-on experience. Whether you aspire to specialise in operations, move into team leadership, or explore other areas of the business, arenaflex provides a supportive environment where your career ambitions can be nurtured and realised.

Work Environment and Company Culture at arenaflex

The culture at arenaflex is built on collaboration, innovation, and a shared commitment to improving healthcare outcomes for patients across the United Kingdom. We are a nimble and passionate team that values open communication, mutual respect, and a genuine passion for the work we do. Although this role is primarily remote, you will be fully integrated into the team through regular virtual meetings, team-building activities, and occasional in-person gatherings at our London office.

We pride ourselves on fostering an inclusive and supportive environment where every team member feels valued and empowered to contribute. Our remote-first approach provides flexibility and work-life balance, while our commitment to regular communication ensures that you remain connected and engaged with your colleagues, regardless of your location.

Compensation, Perks, and Benefits

arenaflex is dedicated to offering a competitive compensation package that reflects the value our team members bring to the business. In addition to a competitive salary, we provide a range of perks and benefits designed to support your well-being, professional growth, and overall job satisfaction. While specific benefits will be discussed during the interview process, our offerings typically include generous paid time off, pension contributions, professional development budgets, wellness initiatives, and the flexibility of remote working.

As a profitable and rapidly growing company, arenaflex is well-positioned to reward its team members generously, with the potential for performance-based bonuses, equity opportunities, and other incentives as we continue to scale.

Diversity, Equity, and Inclusion at arenaflex

arenaflex is committed to eliminating discrimination and actively encouraging diversity within our team. We strive to provide equality and fairness for all job applicants and employees, and we never discriminate on the basis of gender, marital status, age, race, ethnicity, religion, or physical differences. We are opposed to all forms of unlawful treatment and discrimination in every aspect of our business.

Our ambition is for our team and our Board to be representative of the rich diversity found in society, and for every employee to feel respected and able to bring their authentic selves to work. We believe that a diverse and inclusive workforce is essential to driving innovation, fostering creativity, and delivering the best possible outcomes for the patients and clinicians we serve.

Join arenaflex and Make a Difference

If you are a motivated, empathetic, and customer-focused individual looking to make a meaningful impact in the digital health sector, we would love to hear from you. This is a unique opportunity to join a thriving scale-up at a pivotal moment in its growth journey, working with a passionate team that is dedicated to transforming healthcare for the better.

As a Customer Experience Associate at arenaflex, you will be at the forefront of our mission to provide simpler, faster access to diagnostic imaging for patients across the United Kingdom. Your work will directly contribute to improving healthcare outcomes, supporting clinicians in delivering better care, and ensuring that every patient has a positive and supportive experience throughout their diagnostic journey.

We look forward to receiving your application and welcoming you to the arenaflex team, where your skills, passion, and dedication will be valued, nurtured, and celebrated. Take the next step in your career and apply today to become part of a company that is genuinely changing lives through innovation, compassion, and a relentless focus on patient care.