Evening Customer Care Associate – Healthcare Member Support (Full-Time, Remote, 10% Evening Shift Differential)

Join arenaflex: Where Compassion Meets Career Growth

At arenaflex, every conversation matters, and every customer interaction is an opportunity to make a meaningful difference in someone's life. As a leader in healthcare navigation, advocacy, and integrated well-being solutions, arenaflex has spent more than two decades helping millions of members understand, access, and benefit from the healthcare system. Our mission is simple: we make healthcare easier so our members can focus on what matters most—their health, their families, and their peace of mind.

When you join arenaflex, you are not just taking a job; you are stepping into a career with purpose. Our team is made up of empathetic, highly trained professionals who thrive in a supportive, friendly, and growth-oriented environment. We invest in our people because we know that when our employees succeed, our members receive the exceptional service they deserve. arenaflex has earned national recognition for excellence in customer service, including multiple Stevie® Awards for Sales & Customer Service in the Healthcare category, National Customer Service Association All-Stars Awards, and accolades as one of the Fortune 100 Best Companies to Work For®. We are proud to be part of a culture that promotes from within, encourages continuous learning, and celebrates diversity, equity, and inclusion at every level of the organization.

If you are a natural problem-solver who finds fulfillment in helping others, we invite you to explore this exciting opportunity to grow your career in the healthcare industry—all from the comfort of your own home.

About the Role

We are currently hiring Evening Customer Care Associates to join our award-winning Member Support team. In this full-time, remote position, you will play a vital role in guiding and supporting our valued members as they navigate the often-complex world of healthcare. This is not a typical call center job. It is a meaningful career path for individuals who want to combine their customer service skills with a mission-driven organization.

As an Evening Customer Care Associate, you will be the trusted point of contact for our members during the evening hours. You will answer a variety of incoming calls related to healthcare questions, benefits inquiries, claims, provider information, and general support needs. You will use your active listening skills, problem-solving abilities, and product knowledge to ensure every member feels heard, supported, and confident in the resolution they receive.

This position offers a 10% evening shift differential in addition to a competitive hourly rate, recognizing the dedication required to serve our members during non-traditional business hours.

Key Responsibilities

• Professionally and courteously answer a high volume of incoming calls from members seeking guidance on healthcare-related topics, including benefits, claims, provider networks, wellness resources, and general inquiries.
• Build strong rapport with each caller by demonstrating empathy, patience, and a genuine desire to help.
• Verify, collect, and accurately update member demographics and relevant information within our proprietary systems.
• Assess each member's unique needs or requests and determine the most appropriate resolution, resource, or department to handle their inquiry.
• Connect members with the correct internal teams or external partners, including insurance carriers, healthcare providers, and specialty vendors, as needed.
• Manage multiple tasks and follow-up activities simultaneously while ensuring timely resolution in accordance with company policies and service-level expectations.
• Maintain thorough documentation of all member interactions, ensuring accurate records and seamless handoffs when necessary.
• Collaborate with team members, supervisors, and management to share insights, identify trends, and contribute to continuous improvement initiatives.
• Perform additional duties, projects, or responsibilities as assigned by management to support the overall success of the team.

Training, Tools, and Support for Your Success

At arenaflex, we believe that confidence comes from preparation. That is why we provide all work-from-home equipment at no cost to you, along with a comprehensive, paid new-hire training program designed to set you up for long-term success. Our training program is led by experienced trainers and covers everything you need to know—from the basics of healthcare navigation to the nuances of our proprietary technology platform, predictive analytics tools, and member engagement best practices.

You will not be thrown into the deep end. Instead, you will participate in structured, interactive learning sessions, role-playing exercises, and real-time shadowing opportunities that prepare you to handle a wide range of member interactions with confidence and empathy. After training, you will continue to receive coaching, feedback, and professional development resources to help you grow your skills and advance your career.

What We Look For: Minimum Requirements

• High School Diploma or GED required.
• Previous customer service experience in a call center, healthcare, retail, hospitality, or related environment is preferred.
• Strong verbal and written communication skills with the ability to explain complex information in a clear, friendly, and professional manner.
• Solid problem-solving and critical-thinking skills with the ability to assess situations and determine the best course of action.
• Excellent multitasking abilities, including the capacity to navigate multiple systems, applications, and resources while maintaining a positive member experience.
• Comfortable working independently in a remote environment with minimal supervision.
• Reliable high-speed internet connection and a dedicated, quiet workspace at home.
• Must be located within the Continental United States.

Preferred Qualifications

• Associate's degree with major coursework in business administration, liberal arts, public health, healthcare management, or a related field.
• Prior experience in a healthcare, insurance, pharmacy benefits, or medical office setting.
• Familiarity with HIPAA regulations and member confidentiality best practices.
• Experience working with CRM platforms, ticketing systems, or other customer relationship management tools.
• Bilingual or multilingual abilities are a plus, as we proudly serve a diverse member population.

Essential Skills and Competencies

• Empathy and Compassion: A genuine desire to help others and a sincere interest in improving the lives of our members.
• Active Listening: The ability to fully understand a member's concerns, ask thoughtful clarifying questions, and respond with care.
• Adaptability: Comfort with change, willingness to learn new systems, and flexibility in a fast-paced, evolving environment.
• Attention to Detail: Strong focus on accuracy when collecting and entering member information.
• Resilience: The ability to maintain composure and positivity while handling challenging or emotionally charged calls.
• Team Collaboration: A cooperative spirit and commitment to supporting your teammates and contributing to a positive team culture.
• Time Management: The ability to prioritize tasks, manage time effectively, and meet performance goals in a remote setting.

Compensation and Schedule

• Hourly Rate: Starting at $16.00 per hour, with a 10% evening shift differential added to your base rate.
• Hours: Full-time, 40 hours per week, Monday through Friday.
• Available Shifts: Two evening shifts are available—1:00 PM to 9:30 PM EST and 1:30 PM to 10:00 PM EST.
• Overtime: Occasional overtime may be required based on business needs.

Benefits and Perks: Invested in You

At arenaflex, we believe that taking care of our employees is just as important as taking care of our members. Our total rewards package is designed to support your physical, emotional, financial, and professional well-being. Benefits include:

• Comprehensive Medical Coverage: Robust medical insurance options to keep you and your family healthy.
• Dental and Vision Insurance: Affordable plans to support your overall wellness.
• 401(k) Savings Plan: Retirement savings program with a generous company match to help you plan for the future.
• Paid Time Off (PTO): Generous paid time off to recharge, relax, and spend time with loved ones.
• Paid Holidays: Enjoy paid time off on recognized holidays throughout the year.
• Tuition Assistance: Financial support for continuing education, certifications, and degree programs to help you grow your career.
• Employee Assistance Program (EAP): Confidential resources for personal, family, and work-life challenges.
• Wellness Programs: Access to wellness initiatives, mental health resources, and incentives to help you thrive.
• Career Growth Opportunities: Many of our supervisors and managers are promoted from within, meaning your hard work and dedication can lead to long-term career advancement.

Work Environment and Company Culture

arenaflex fosters a remote-first culture that values flexibility, work-life balance, and personal accountability. Our team members enjoy the autonomy of working from home while remaining connected to a supportive, collaborative network of colleagues, coaches, and leaders. We use modern collaboration tools, host virtual team-building events, and maintain open lines of communication to ensure that no employee ever feels isolated or unsupported.

Diversity, equity, and inclusion are foundational to who we are. arenaflex is an Equal Opportunity Employer that does not discriminate on the basis of race, color, sex, age, religion, national origin, citizenship status, military service, veteran status, physical or mental disability, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable federal, state, or local law. We respect and value the unique perspectives and experiences each team member brings, and we are committed to maintaining a workplace where everyone can thrive.

About arenaflex

For more than 20 years, arenaflex has been the nation's leading provider of health advocacy, navigation, well-being, and integrated benefits programs. Our solutions combine best-in-class, personalized support with powerful predictive data analytics and a proprietary technology platform, addressing nearly every clinical, administrative, wellness, and behavioral health need. Whether our members are facing common issues or unprecedented challenges, our highly trained team of compassionate experts works together to go above and beyond expectations, ensuring that every member gets the care they need.

Our awards and recognitions reflect our unwavering commitment to excellence, including multiple Stevie® Awards for Sales & Customer Service in the Healthcare category, National Customer Service Association All-Stars Awards, Excellence in Customer Service Awards, and Best in Biz Awards for Most Customer-Friendly Company. We are proud of the culture we have built, and we are excited to welcome new team members who share our passion for helping others.

How to Apply

If you are ready to launch a rewarding career with a company that truly cares about its employees and its members, we want to hear from you. This is your opportunity to join an award-winning team, make a real impact in people's lives, and grow your career in one of the most meaningful and fastest-growing industries.

Apply today and take the first step toward a fulfilling future with arenaflex. New training classes are starting soon, and we are ready to invest in you.