Customer Service Representative – Remote Member & Provider Support for arenaflex Medicaid Programs (New York & Nationwide)

About arenaflex – Putting Heart Into Health Care

At arenaflex, we believe that health care is most effective when it is delivered with genuine compassion, personal connection, and a relentless focus on the people we serve. Our purpose—“Bringing our heart to every moment of your health”—guides everything we do, from the way we design our digital platforms to the tone of every phone conversation. As a leading provider of Medicaid and Medicare solutions, arenaflex is dedicated to making health care more personal, convenient, and affordable for millions of members across the United States.

Our Heart At Work behaviors empower every employee to act as a catalyst for cultural transformation, innovation, and service excellence. Whether you work from a modern office hub or from the comfort of your home, you will be part of a collaborative community that values empathy, integrity, and continuous improvement.

Position Overview

We are seeking a highly motivated Customer Service Representative to join our Member Service team. In this role, you will provide telephone assistance to arenaflex Medicaid members and health care providers, handling inquiries related to eligibility, benefits, provider changes, and ID card requests. This is a remote‑first position with a structured training period, followed by a full‑time production schedule.

Key Logistics

• Residence requirement: Must live within 50 miles of Linthicum, MD.
• Training schedule (first 6 weeks): 8:30 AM – 5:00 PM EST, Monday‑Friday.
• Production schedule (post‑training): 8:30 AM – 5:00 PM EST, Monday‑Friday.
• Occasional travel to the Charleston, WV office may be required if technical issues prevent remote work.

Core Responsibilities

As a Member Service Representative, you will be the voice of arenaflex, ensuring each caller receives a courteous, accurate, and timely response. Your day‑to‑day duties will include, but are not limited to:

• Inbound Call Management: Answer member and provider calls, providing clear information on benefits, eligibility, prior authorizations, and supplemental programs.
• Eligibility Verification: Confirm Medicaid eligibility status, explain coverage details, and guide callers through the enrollment process.
• Provider Support: Process provider change requests, update network information, and assist with credentialing inquiries.
• ID Card Services: Issue, re‑issue, and troubleshoot member ID card concerns, ensuring members have the documentation they need.
• Documentation & Data Entry: Accurately record call details in arenaflex’s CRM system, maintaining compliance with privacy and security standards.
• Problem Solving: Identify root causes of recurring issues, suggest process improvements, and collaborate with cross‑functional teams to resolve complex cases.
• Quality Assurance: Meet or exceed call quality metrics, attendance standards, and performance targets set by arenaflex leadership.
• Technical Requirements: Maintain a high‑speed internet connection via Ethernet (Wi‑Fi is not permitted) and use company‑provided equipment and software.

Required Qualifications

• Ability to commute to the Charleston, WV office when remote work is not feasible.
• Exceptional verbal and written communication skills, with a focus on empathy and clarity.
• Demonstrated ability to meet performance standards, attendance requirements, and call quality goals.
• Self‑discipline and independence to thrive in a remote work environment.
• High‑speed Ethernet internet connection and a quiet, professional workspace.

Preferred Qualifications

• Previous experience in a remote call‑center setting, especially within health‑care or insurance industries.
• Familiarity with Medicaid and Medicare programs, including eligibility rules and provider networks.
• Experience using customer relationship management (CRM) platforms and call‑handling software.
• Ability to quickly learn arenaflex’s proprietary systems and adapt to evolving processes.

Education & Experience

A high school diploma or GED is required. While not mandatory, additional coursework or certifications in health‑care administration, customer service, or related fields are considered a plus.

Compensation & Benefits

The hourly wage for this role ranges from $17.00 to $31.30, depending on experience, education, and geographic location. In addition to a competitive base salary, arenaflex offers a comprehensive benefits package that includes:

• Medical, dental, and vision insurance with multiple plan options.
• Eligibility for a 401(k) retirement savings plan with company matching contributions.
• Employee Stock Purchase Plan (ESPP) allowing you to buy arenaflex shares at a discounted rate.
• Fully‑paid term life insurance, short‑term and long‑term disability coverage.
• Generous paid time off (PTO), paid holidays, and sick leave in accordance with state laws.
• Well‑being programs, including mental‑health resources, fitness discounts, and wellness challenges.
• Education assistance, tuition reimbursement, and free development courses to support continuous learning.
• Employee discount at arenaflex retail locations and partner discounts with a variety of brands.

Work Environment & Culture at arenaflex

arenaflex fosters an inclusive, supportive, and high‑energy environment where every team member feels valued. Our remote‑first model is built on trust, clear communication, and a shared commitment to delivering compassionate care. Highlights of our culture include:

• Collaboration: Regular virtual huddles, mentorship programs, and cross‑departmental projects encourage knowledge sharing.
• Recognition: Monthly awards, peer‑to‑peer shout‑outs, and performance bonuses celebrate outstanding contributions.
• Flexibility: While core hours are set for consistency, we offer flexible scheduling options to accommodate personal commitments.
• Diversity & Inclusion: arenaflex is dedicated to building a workforce that reflects the communities we serve, with active employee resource groups (ERGs) and inclusive policies.
• Innovation: Employees are encouraged to submit ideas, participate in hackathons, and pilot new service models that improve member experiences.

Career Growth & Development

arenaflex invests heavily in the professional growth of its employees. As a Customer Service Representative, you will have access to:

• Structured onboarding and ongoing training modules covering health‑care regulations, communication techniques, and technology tools.
• Career pathways to senior support roles, team lead positions, quality assurance, and specialized health‑care operations.
• Leadership development programs that prepare high‑performing associates for managerial responsibilities.
• Opportunities to cross‑train in related departments such as claims processing, member enrollment, and provider relations.

Application Process & Timeline

We are actively reviewing applications and will close the posting on September 6, 2024. To be considered, please submit your resume and a brief cover letter outlining your relevant experience and why you are passionate about serving arenaflex members.

arenaflex is an equal opportunity employer. Qualified applicants with arrest or conviction records will be considered in accordance with all applicable federal, state, and local laws.

How to Apply

Ready to bring your heart to arenaflex? Click the link below to start your application journey.

Apply Job!

Why Join arenaflex?

If you thrive in a fast‑paced, people‑focused environment and are eager to make a tangible difference in the lives of Medicaid members and health‑care providers, arenaflex offers the platform, resources, and community to help you succeed. Join us, and become part of a mission‑driven organization where every call matters, every interaction is an opportunity to show compassion, and every employee is empowered to grow.

We look forward to welcoming you to the arenaflex family.