Remote Contact Center Customer Service Representative – Healthcare Member & Provider Support Specialist

About the Opportunity

Join arenaflex, a mission-driven organization dedicated to delivering exceptional service experiences in the healthcare industry. We are currently building our next wave of talented customer service professionals for our upcoming Contact Center Agent training class and are seeking compassionate, driven, and detail-oriented individuals to join our fully remote team. This is not just another customer service job — it is a chance to make a tangible difference in the lives of healthcare members and providers every single day while enjoying the flexibility and comfort of working from home.

At arenaflex, we believe that great service starts with great people. Our contact center agents are the voice of our organization, the first point of contact for members seeking clarity about their coverage, and the trusted resource for providers navigating complex insurance inquiries. If you thrive in a fast-paced environment, enjoy problem-solving, and have a genuine desire to help others, we want to hear from you.

Position Overview

We are hiring Remote Contact Center Customer Service Representatives to support our members and providers across multiple states. This role is 100% remote, allowing you to work from the comfort of your home while serving customers via phone and digital channels. Candidates must reside in one of the following approved states: NY, NJ, CT, MA, NV, VA, FL, AL, TX, GA, NC, CO, MN, PA, WY, LA, NM, ND, WA, IN, NH, MD, TN, SC, KS, IA, ME, WV, AZ, SD, MS, OK, UT, MO, or NE.

As a Contact Center Agent at arenaflex, you will handle inbound and outbound calls, research billing and claims inquiries, resolve member and provider concerns, and serve as a vital liaison between customers and internal departments. Your ability to communicate clearly, navigate multiple systems simultaneously, and maintain composure in a metric-driven environment will be key to your success.

Key Responsibilities

• Interact by phone with healthcare providers and members to provide accurate information in response to inquiries, concerns, and questions about insurance coverage and the products arenaflex offers.
• Transfer calls from members and providers to the appropriate internal departments, ensuring seamless handoffs and positive customer experiences.
• Follow up on inquiries and complaints that have not been immediately resolved, providing timely and thorough closure.
• Engage with customers to deliver information about products and services, adapting communication style to meet the needs of diverse callers.
• Perform detailed research on billing inquiries and claims to provide accurate payment and refund information.
• Act as a liaison between various departments to address cross-functional concerns and expedite resolutions.
• Identify, research, and resolve customer issues using multiple computer systems and databases.
• Research member and provider billing and claims issues with precision and attention to detail.
• Investigate payment and refund discrepancies and communicate findings clearly to customers.
• Handle and resolve customer complaints with empathy, professionalism, and a solutions-oriented mindset.
• Navigate through automated information systems efficiently to analyze each caller's unique situation.
• Demonstrate the ability to perform in a fast-paced, ever-changing environment while maintaining quality standards.
• Communicate in a way that every customer can easily understand, avoiding jargon and confusion.
• Perform additional duties as assigned by management, including sorting incoming faxes, correspondence, and faxing transportation forms.
• Maintain minimum quality scores or better in a highly metric-driven performance environment.
• Work overtime as business demands require, including evenings, weekends, and holidays as needed.

Training and Schedule

New hires at arenaflex will participate in a comprehensive 6-week paid virtual training program, conducted in a classroom-style format scheduled between 9:30 am and 5:30 pm EST, Monday through Friday. Training is mandatory and prepares you thoroughly for your role. Upon successful completion of training, your regular work schedule will require availability for any shift between 8:00 am and 8:00 pm EST, including weekends and holidays as needed, to meet our business demands.

Minimum Qualifications

• High School Diploma or GED equivalent.
• Prior work experience in a face-to-face customer service or call center environment.
• Experience multitasking between multiple programs and completing required data entry of client demographics while talking to customers.
• Proficiency using a corporate email system.
• Experience navigating through system applications on a desktop computer or laptop.
• Ability to adapt quickly to a fast-paced and ever-changing environment.
• Flexibility to work evenings and weekends based on business needs.

Preferred Qualifications

• Highly Preferred: Ability to proficiently read, write, and speak English and one of the following languages: Russian, Mandarin, Cantonese, or Spanish.
• Healthcare industry work experience.
• Call center experience in a metrics-driven environment.
• Previous healthcare work experience interacting with members and/or providers.

Skills and Competencies for Success

To excel as a Contact Center Customer Service Representative at arenaflex, you will need a combination of technical and interpersonal skills. Strong verbal and written communication skills are essential, as is the ability to listen actively and empathize with callers. You should be comfortable navigating multiple software platforms simultaneously, typing accurately while engaged in conversation, and switching between tasks without losing focus. Problem-solving skills, attention to detail, and a customer-first attitude will set you apart. Bilingual candidates will find their language skills especially valued, as we serve diverse communities across our approved states.

Compensation and Benefits

At arenaflex, we believe in rewarding talent fairly and supporting our team members' well-being. The salary for this position is competitive and commensurate with your location. Prior experience in a contact center, healthcare, or bilingual language proficiency may warrant higher rates.

• Hiring Range: Greater New York City Area (NY, NJ, CT residents): $39,208 – $52,000 annually. All Other Approved Locations: $34,091 – $49,920 annually.
• Overtime Eligibility: This position is eligible for overtime pay.
• Quarterly Bonuses: Agents are eligible for quarterly performance bonuses averaging $1,100 every three months.
• Comprehensive Benefits Package: Medical, Dental, Vision, Basic Life and Accident Insurance, Flexible Reimbursement Accounts, Employee Assistance Plan, and the arenaflex 401(k) plan.
• Additional Perks: Incentive and recognition programs, life insurance, and a full suite of benefits subject to eligibility requirements.

Your salary and related elements of compensation will be contingent upon your work experience, education, location, and any other factors arenaflex deems pertinent to the hiring decision. arenaflex believes in providing a competitive compensation and benefits package wherever our employees work and live.

Career Growth and Development

At arenaflex, your career trajectory matters. We are deeply committed to promoting from within and providing clear pathways for advancement. Service Agents have opportunities to grow into roles in performance support, Senior Agent positions, people leadership, business analytics, workforce effectiveness, and other specialized areas. As you develop your skills and demonstrate excellence, you will have access to mentorship, ongoing training, and leadership development programs designed to help you achieve your professional goals.

Our Culture and Work Environment

arenaflex fosters a collaborative, inclusive, and supportive remote work environment where every team member is valued. We understand that our employees are our greatest asset, and we invest in their success through comprehensive onboarding, continuous learning opportunities, and a culture that celebrates diversity, equity, and inclusion. Working remotely at arenaflex means you enjoy the flexibility of home while staying connected to a passionate team that shares a common mission: providing quality service and making a positive impact in the communities we serve.

How to Apply

If you are a motivated, customer-focused professional ready to launch or grow your career in healthcare customer service, we encourage you to apply today. Join arenaflex and become part of a team that values your contributions, invests in your growth, and recognizes your achievements. We look forward to welcoming you to our upcoming 2024 Contact Center Agent Class and to the possibility of you joining the arenaflex family.