Customer Service Representative – Healthcare Member Support Specialist (National Remote)

About arenaflex

At arenaflex, we believe that exceptional customer service is more than a job—it is a calling. Our organization is committed to simplifying the healthcare experience, strengthening the communities we serve, and breaking down barriers that stand between people and the care they deserve. Every conversation our team members have with a customer carries the potential to transform a stressful moment into a meaningful solution, and that is the kind of impact we want our people to make every single day.

We are on a mission to build the healthcare system of tomorrow—one that is more responsive, more affordable, and fundamentally more equitable. The work our team does touches the lives of millions of people across the country, and we take that responsibility seriously. At arenaflex, you will find an organization that invests in your growth, celebrates your contributions, and provides the structure, support, and training you need to build a career you can be proud of. If you are someone who leads with empathy, communicates with clarity, and finds purpose in helping others, you will thrive here.

Position Overview

We are hiring a Customer Service Representative – Healthcare Member Support Specialist to join our growing national remote team. This is a full-time, work-from-home opportunity open to candidates located anywhere within the United States. In this role, you will serve as the first point of contact for our members, helping them navigate questions related to healthcare eligibility, claims, billing, payments, benefits, and provider access.

You will spend the majority of your day responding to inbound calls in a high-volume, fast-paced contact center environment. Every call is an opportunity to make a difference—to resolve a concern on the first interaction, to provide compassionate guidance during a difficult moment, and to help our members feel heard, respected, and supported. Whether you are an experienced customer service professional or someone looking to launch a new career, we provide comprehensive paid training, structured coaching, and a clear development path to help you succeed.

No prior healthcare experience is required. We are looking for individuals who genuinely enjoy working with people, who approach every situation with patience and curiosity, and who take pride in delivering accurate, personalized, and compassionate support. If that sounds like you, we encourage you to apply.

Key Responsibilities

• Handle a high volume of inbound calls from members in a professional, empathetic, and timely manner, with a strong focus on first-call resolution.
• Accurately document all customer interactions, research inquiries thoroughly, and ensure clear, complete records in our systems.
• Identify the nature of each caller's needs—including benefits, eligibility, claims status, billing, payments, provider assignments, and material requests—and use all available resources to deliver a solution.
• Monitor open inquiries and follow up proactively to ensure timely resolution in accordance with departmental guidelines.
• Refer unresolved issues, complex cases, or grievances to the appropriate internal teams for further investigation and resolution.
• Take ownership of customer problems and see them through to completion, partnering with other departments and resources when needed.
• Intervene on behalf of members with care providers, including assisting with appointment scheduling and resolving access-to-care concerns.
• Support providers with a wide range of requests, demonstrating strong problem-solving skills and a solutions-oriented mindset.
• Coordinate with field-based Care Team staff to escalate and resolve member issues efficiently.
• Stay current on claims policies, regulatory requirements, and company guidelines to ensure accurate and compliant service delivery.
• Manage multiple tasks and systems simultaneously while maintaining accuracy and attention to detail.
• Consistently meet or exceed individual and team quality standards, performance goals, and key performance indicators.
• Adapt workload and prioritize tasks in response to changing business needs and departmental goals.
• Participate in special projects, pilot programs, or operational improvement initiatives as assigned.

Essential Qualifications

• High School Diploma or GED, OR a minimum of 10 years of equivalent working experience in lieu of a diploma.
• At least 2 years of customer service experience in any industry.
• Must be 18 years of age or older.
• Ability to type a minimum of 40 words per minute with accuracy.
• Willingness and ability to work two evening shifts per week (typically 11:00 AM – 8:00 PM Eastern Time).
• Availability to work three observed holidays per year that are not observed by our client partners, which may include the day after Thanksgiving, Christmas Eve, and New Year's Day.
• Successful completion of our paid Customer Service training program, including demonstration of proficiency in the material.
• Flexibility to work any of our 8-hour shift schedules between 8:00 AM and 8:00 PM Central Time, Monday through Friday, with the possibility of occasional overtime as business needs require.

Preferred Qualifications

• 1 or more years of experience working in a high-volume call center environment that uses automatic call distribution (ACD) technology.
• Familiarity with medical coding systems such as CPT and ICD-10.
• Working knowledge of Medicare and/or Medicaid program guidelines.

Skills and Competencies for Success

At arenaflex, we believe the right mindset and interpersonal skills matter as much as technical know-how. The ideal candidate will demonstrate the following:

• Empathy and Compassion: A genuine desire to help others, with the ability to respond to customers in a respectful, caring, and timely manner that exceeds expectations.
• Active Listening: The ability to listen attentively, gather relevant information, and identify both the immediate request and the underlying needs of the member.
• Problem-Solving: A structured, analytical approach to assessing situations, identifying root causes, and recommending effective solutions.
• Communication Skills: The ability to translate complex healthcare terminology and processes into clear, simple, step-by-step instructions that any caller can understand and follow.
• Adaptability: Flexibility to tailor communication style and approach to meet the needs of diverse personalities, communication preferences, and emotional states.
• Conflict Resolution: Strong skills in de-escalation, managing difficult conversations, and maintaining composure in stressful or high-pressure situations.
• Resilience: The personal fortitude to handle emotionally charged conversations while maintaining professionalism and self-care.
• Multitasking: Comfort navigating multiple systems, screens, and resources simultaneously while maintaining accuracy and focus.
• Team Collaboration: A willingness to partner with colleagues, supervisors, and cross-functional teams to resolve complex issues.

Remote Work Requirements

• Ability to keep all company-sensitive documents and information secure at all times.
• A dedicated, private work area within your home that is physically separated from other living areas and provides appropriate information privacy.
• Residence in a location capable of receiving an arenaflex-approved high-speed internet connection, or access to an existing reliable high-speed internet service.
• Adherence to all arenaflex Telecommuter Policies and security requirements.

Training Schedule

We invest heavily in the success of every new team member. New hires will participate in several weeks of paid, instructor-led on-the-job training. Training hours are 8:00 AM to 8:00 PM Central Time, Monday through Friday. During this period, you will learn our systems, processes, policies, and customer service best practices, and you will be supported by experienced trainers and team leads. Successful completion of training—and demonstration of proficiency in the material—is required before moving into your regular production schedule.

Work Schedule and Hours

This is a full-time position requiring 40 hours per week, Monday through Friday. Employees must have flexibility to work any of our 8-hour shift schedules during normal business hours of 8:00 AM to 8:00 PM Central Time. Occasional overtime may be required based on business needs. You will work regularly scheduled shifts with scheduled lunch and break periods, with the flexibility to adjust your daily schedule and work overtime or weekends as needed.

Compensation and Benefits

At arenaflex, we believe that taking care of our people is just as important as taking care of our members. We are proud to offer a comprehensive compensation and benefits package that supports your health, your finances, and your future. Hourly pay is competitive and based on factors such as education, prior work experience, certifications, and relevant skills. For candidates residing in California, Colorado, Connecticut, Nevada, New York, New Jersey, Washington, or Rhode Island, the hourly range for this position is $16.00 – $27.31 per hour.

Our benefits package may include, depending on eligibility:

• Comprehensive medical, dental, and vision coverage
• Health savings accounts and flexible spending accounts
• 401(k) retirement savings plan with company contribution
• Equity stock purchase programs
• Incentive and recognition programs
• Paid time off, holidays, and leave programs
• Employee assistance and wellness resources
• Tuition reimbursement and career development support
• Life insurance, disability coverage, and additional voluntary benefits

All benefits are subject to eligibility requirements and plan documents.

Career Growth and Development

At arenaflex, your career path is not a one-way street. We believe in promoting from within, investing in our people, and providing clear pathways for advancement. When you join us, you gain access to structured development programs, mentorship opportunities, leadership training, and the chance to explore roles across our organization—whether your interests lead you deeper into operations, quality assurance, training, leadership, or specialized areas such as compliance, provider relations, or clinical support. Many of our leaders started in customer service roles, and we are committed to helping you find the career path that matches your strengths and ambitions.

Our Culture and Values

Our mission is to help people live healthier lives and to make the health system work better for everyone. We believe that everyone—regardless of race, gender, sexuality, age, location, or income—deserves the opportunity to live their healthiest life. We are committed to addressing health disparities, improving health outcomes, and delivering equitable care.

Diversity, equity, and inclusion are not just words at arenaflex—they are foundational to who we are. We are proud to be an Equal Employment Opportunity and Affirmative Action employer. All qualified applicants receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

arenaflex is a drug-free workplace. Candidates are required to pass a drug screening prior to beginning employment.

Why Join arenaflex?

If you are looking for a role where your work genuinely matters, where you can build a long-term career, and where you are supported by a team that values your contribution, arenaflex is the place for you. We offer the flexibility of remote work, the stability of an established organization, the excitement of a mission-driven culture, and the opportunity to grow professionally in a thriving industry. Every call you take is a chance to make someone's day a little easier, their problem a little smaller, and their trust in healthcare a little stronger.

How to Apply

If you are ready to bring your compassion, your communication skills, and your commitment to excellence to a team that is redefining what healthcare customer service can be, we want to hear from you. Apply today and take the first step toward building a meaningful, rewarding career with arenaflex—where your life's best work begins.