Customer Service Representative – arenaflex Member & Provider Support (Medicaid & Medicare) – Remote & On‑Site Hybrid Role

Why Join arenaflex?

At arenaflex, we believe that health care is more than a service – it’s a partnership built on compassion, innovation, and a relentless focus on the human experience. Our purpose, “Bringing our heart to every moment of your health,” drives everything we do, from the way we design digital tools to the way we answer a phone call. As a leading provider of health‑focused solutions, arenaflex is dedicated to making health care more personal, convenient, and affordable for millions of members across the United States.

Our culture is anchored in the Heart At Work behaviors that empower every colleague to act with empathy, integrity, and curiosity. Whether you’re working from home or joining us at our Charleston, WV hub, you’ll be part of a collaborative team that celebrates diversity, encourages continuous learning, and rewards initiative.

Position Overview

The Member Service Representative role is a critical front‑line position that connects members and health‑care providers with the information they need, when they need it. You will handle inbound calls from arenaflex Medicaid members and providers, addressing inquiries about eligibility, benefits, provider changes, ID card requests, and more. Your goal is to deliver an exceptional experience on every call, reflecting arenaflex’s commitment to human‑centric care.

Key Responsibilities

• Answer inbound member and provider calls with professionalism, empathy, and accuracy.
• Provide clear information on benefits, eligibility, prior authorizations, extra programs, and other service inquiries.
• Maintain high‑quality call handling metrics, including average handle time, first‑call resolution, and customer satisfaction scores.
• Document interactions in the arenaflex CRM system, ensuring data integrity and compliance with privacy regulations.
• Utilize a secure, high‑speed Ethernet connection; Wi‑Fi connections are not permitted for security reasons.
• Participate in a structured training program (first 6 weeks) from 8:30 AM – 5:00 PM EST, Monday through Friday.
• Transition to a production schedule (same hours) after successful completion of training.
• Collaborate with cross‑functional teams—including claims, benefits, and IT—to resolve complex member issues.
• Escalate unresolved or high‑priority cases to senior support staff while following arenaflex’s escalation protocols.
• Adhere to attendance, punctuality, and performance standards set by arenaflex.

Required Qualifications

• Residency within 50 miles of Charleston, WV (required for occasional on‑site work when technical issues arise).
• High school diploma or equivalent; additional education or certifications are a plus.
• Proven ability to communicate clearly and courteously with members and providers, both verbally and in writing.
• Self‑motivation and the capacity to work independently from a home office, demonstrating strong time‑management skills.
• Reliable high‑speed internet with Ethernet connectivity and a quiet, distraction‑free workspace.
• Willingness to comply with arenaflex’s COVID‑19 vaccination policy or to request a reasonable accommodation in accordance with applicable law.

Preferred Qualifications

• Previous experience in a remote call‑center environment, especially in health‑care or insurance support.
• Familiarity with Medicaid and Medicare programs, including eligibility rules and benefit structures.
• Experience using customer‑relationship management (CRM) platforms and ticketing systems.
• Demonstrated ability to meet or exceed performance metrics in a high‑volume call environment.

Core Skills & Competencies

• Customer‑Centric Communication: Active listening, empathy, and clear articulation of complex information.
• Problem‑Solving: Ability to diagnose issues quickly, identify root causes, and provide effective solutions.
• Technical Proficiency: Comfortable navigating multiple software applications simultaneously while maintaining data accuracy.
• Adaptability: Thrive in a fast‑changing environment and adjust to new processes, policies, or technology updates.
• Team Collaboration: Work cooperatively with peers, supervisors, and cross‑functional partners to achieve shared goals.
• Compliance Awareness: Understanding of HIPAA, data security standards, and arenaflex’s internal privacy policies.

Compensation & Benefits

arenaflex offers a competitive hourly wage ranging from $17.00 to $25.15, commensurate with experience, education, and geographic location. In addition to base pay, you’ll be eligible for a comprehensive benefits package that includes:

• Medical, dental, and vision coverage with multiple plan options.
• 401(k) retirement savings plan with company matching contributions.
• Employee Stock Purchase Plan (ESPP) for eligible participants.
• Fully‑paid term life insurance, short‑term and long‑term disability coverage.
• Generous paid time off (PTO) and paid holidays, aligned with state regulations.
• Well‑being programs such as mental‑health resources, fitness discounts, and wellness challenges.
• Education assistance, tuition reimbursement, and free access to development courses.
• arenaflex store discount and exclusive partner discounts.
• Opportunities for career advancement within a growing organization that values internal mobility.

Career Growth & Development

At arenaflex, your professional growth is a priority. We provide a clear career pathway for customer‑service professionals, including:

• Structured Onboarding: Six‑week intensive training that equips you with product knowledge, call‑handling techniques, and compliance fundamentals.
• Continuous Learning: Access to an online learning portal with courses on communication, conflict resolution, health‑care regulations, and advanced technical skills.
• Mentorship Programs: Pairing with experienced senior representatives to accelerate skill development.
• Performance‑Based Promotions: High performers can advance to Team Lead, Quality Analyst, or Operations Supervisor roles.
• Cross‑Functional Exposure: Opportunities to work on special projects with claims, benefits, or IT teams, broadening your expertise.

Work Environment & Culture

arenaflex fosters an inclusive, supportive environment where every voice matters. Whether you’re at home or in our Charleston office, you’ll experience:

• A collaborative virtual community with regular team huddles, recognition events, and social activities.
• State‑of‑the‑art technology, including secure laptops, headsets, and a dedicated support line for technical issues.
• Flexibility to balance personal commitments with work responsibilities, thanks to a hybrid remote/on‑site model.
• Commitment to diversity, equity, and inclusion, with employee resource groups (ERGs) that celebrate cultural, disability, and LGBTQ+ perspectives.
• Transparent leadership that shares business updates, strategic goals, and celebrates milestones.

Application Process

If you are passionate about helping members navigate health‑care options, thrive in a fast‑paced call environment, and want to be part of a purpose‑driven organization, we want to hear from you. To apply, click the button below and submit your resume and a brief cover letter outlining why you’re the ideal fit for this role.

Join arenaflex and make a meaningful impact on the health and well‑being of our members every day.

Apply Now – Become a Member Service Champion at arenaflex