Customer Service Government Programs Training & Support Specialist – Remote – Dental Benefits, Medicare/Medicaid Compliance, and Claims Resolution Expert

Welcome to arenaflex – Shaping the Future of Oral Health

At arenaflex, we are more than a dental benefits administrator; we are a catalyst for healthier, smarter, and more vibrant communities across the United States. With a legacy spanning over six decades, arenaflex has grown into one of the nation’s largest providers of dental plans, serving millions of members through innovative benefit designs, robust advocacy, and community‑focused initiatives. Our mission is simple yet powerful: improve oral health by delivering seamless, affordable dental coverage while supporting public health, education, and economic development. As a member of the arenaflex family, you will join a purpose‑driven organization that celebrates an “All In” culture—where every employee is empowered to take charge of their career, collaborate with colleagues, and give back to the communities we serve.

Why This Role Matters

The Customer Service Government Programs Training & Support Specialist is a pivotal position that bridges the gap between complex government‑mandated dental programs (such as Medicare Advantage and Medicaid) and the everyday experiences of our members, providers, and internal teams. You will be the go‑to expert for interpreting dental policies, adjudicating challenging claims, and designing training programs that elevate the performance of our Customer Service Representatives (CSRs). Your work ensures that arenaflex remains compliant, efficient, and compassionate—delivering the high‑quality service our members expect and deserve.

Core Responsibilities

Policy Interpretation & Claims Expertise

• Serve as the primary subject‑matter expert for detailed interpretation of dental policies, procedure codes, and claims processing requirements.
• Analyze and adjudicate complex Medicare Advantage and Medicaid claims, ensuring compliance with federal and state regulations.
• Prescreen inbound claims and inquiries for the Professional Review and Focused Review departments, escalating when necessary.
• Collaborate with Quality Assurance, Reporting, and IT teams to troubleshoot system issues and recommend process enhancements.

Training Design, Delivery & Continuous Improvement

• Develop, coordinate, and conduct comprehensive onboarding programs for new‑hire CSRs, focusing on government program policies, claim adjudication, and customer communication best practices.
• Design periodic refresher courses and advanced training modules that address new functionality, regulatory updates, and emerging trends.
• Utilize a variety of instructional methods—including virtual classrooms, interactive e‑learning, job‑aid guides, and scenario‑based simulations—to accommodate diverse learning styles.
• Maintain and continuously improve a repository of training materials, SOPs, and knowledge‑base articles specific to government programs.

Cross‑Functional Collaboration & Process Optimization

• Partner with department leadership to identify training gaps, emerging compliance risks, and opportunities for operational efficiencies.
• Lead root‑cause analysis of recurring claim issues, presenting actionable recommendations to senior management.
• Assist in the development of performance metrics and dashboards that track training effectiveness, claim turnaround times, and customer satisfaction scores.
• Participate in special projects, audits, and regulatory reviews as required.

Minimum Qualifications

• One year of post‑secondary education in dental assisting, dental hygiene, business administration, or a related field.
• At least two years of professional experience in dental benefits administration, claims processing, or a comparable customer‑service environment.
• Demonstrated knowledge of dental terminology, procedure codes (CDT), and insurance products.
• Intermediate proficiency with Microsoft Word and Excel; experience with learning‑management systems (LMS) is a plus.
• Strong analytical abilities—capable of dissecting complex claim scenarios and delivering clear, compliant resolutions.
• Excellent verbal and written communication skills, with the ability to convey technical information to non‑technical audiences.
• Self‑starter who can work independently, prioritize multiple projects, and meet tight deadlines.
• Flexibility to work varied hours, including occasional weekends, to support business needs.

Preferred Qualifications & Additional Assets

• Direct experience with Medicare Advantage and/or Medicaid dental programs.
• Prior involvement in adult learning design, curriculum development, or instructional facilitation.
• Familiarity with claims adjudication systems (e.g., TriZetto, eClinicalWorks) or similar healthcare platforms.
• Certification in training and development (e.g., ATD Certified Professional in Learning and Performance).
• Experience collaborating with regulatory bodies or participating in compliance audits.

Key Skills & Competencies

• Analytical Thinking: Ability to evaluate intricate claim data, identify patterns, and propose evidence‑based solutions.
• Instructional Design: Proficiency in creating engaging learning experiences that drive knowledge retention.
• Customer‑Centric Mindset: Commitment to delivering empathetic, accurate support to both internal and external stakeholders.
• Communication: Clear, concise, and persuasive writing and speaking abilities.
• Collaboration: Strong teamwork skills, with a track record of partnering across functional lines.
• Adaptability: Comfort navigating evolving regulatory landscapes and shifting business priorities.
• Technology Savvy: Comfortable leveraging digital tools, data analytics, and virtual training platforms.

Learning & Development Opportunities

arenaflex invests heavily in the professional growth of its employees. In this role, you will have access to:

• Paid tuition reimbursement for relevant certifications or degree programs.
• On‑the‑job mentorship from senior compliance and training leaders.
• Annual learning allowance to attend industry conferences, webinars, or workshops.
• Subscription to leading e‑learning libraries and professional development resources.
• Opportunities to lead cross‑functional initiatives that broaden your strategic perspective.

Career Path & Advancement

Starting as a Training & Support Specialist, you can progress to senior roles such as:

• Senior Government Programs Trainer
• Claims Operations Lead – Government Programs
• Compliance & Quality Assurance Manager
• Director of Learning & Development – Dental Benefits

Each step is supported by clear performance metrics, regular career‑planning conversations, and a culture that rewards innovation and initiative.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Annual performance‑based incentive compensation.
• Comprehensive medical, dental, and vision coverage for you and eligible dependents.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) options.
• Short‑ and long‑term disability insurance, life insurance, and 401(k) retirement plan with company match.
• Eight (8) paid volunteer hours per year to support community initiatives.
• Access to an on‑staff health coach, virtual fitness classes, and a corporate wellness portal.
• Generous paid time off, holidays, and flexible work‑from‑home arrangements.

Work Environment & Culture at arenaflex

Our “All In” culture is more than a tagline—it’s a lived experience. At arenaflex you will find:

• Inclusive Collaboration: Diverse teams that value different perspectives and encourage open dialogue.
• Innovation Encouragement: A safe space to propose new ideas, pilot process improvements, and experiment with emerging technologies.
• Community Impact: Opportunities to volunteer, mentor, and participate in outreach programs that improve oral health in underserved areas.
• Work‑Life Balance: Remote‑first flexibility, supportive managers, and resources that help you thrive both professionally and personally.

How to Apply

If you are passionate about dental benefits, government program compliance, and empowering teams through effective training, we want to hear from you. Join arenaflex and become part of a mission‑driven organization that values expertise, curiosity, and compassion.

Apply Job!