Remote Customer Care Associate I – Member & Provider Support Specialist (Healthcare)

Join arenaflex: Where Compassion Meets Customer Excellence in Healthcare

At arenaflex, we believe that meaningful work changes lives. Every day, our team plays a vital role in helping people access the medicine, support, and information they need to feel better and live well. This sense of purpose is more than a mission statement; it is the heartbeat of our organization, the driving force behind every decision we make, and the reason our employees consistently describe their work as deeply rewarding.

We are currently seeking a dedicated and compassionate Remote Customer Care Associate I – Member & Provider Support Specialist to join our growing team. This is an exceptional opportunity for individuals who thrive in a fast-paced, service-oriented environment and who want to make a tangible difference in the lives of members and healthcare providers across the country. If you are a natural problem-solver with outstanding communication skills and a genuine desire to help others, arenaflex wants to hear from you.

About arenaflex and the Role

arenaflex is a forward-thinking healthcare services organization committed to delivering high-quality, accessible support to members and providers nationwide. Our work truly matters — we help people get the medicine they need, and we never lose sight of that responsibility. It fuels our passion, shapes our culture, and informs every interaction we have with the individuals and communities we serve.

As a Customer Care Associate I, you will serve as the first point of contact for members and healthcare providers reaching out to arenaflex. Your primary mission will be to provide outstanding service, accurate information, and timely resolution of inquiries related to eligibility, benefits, claims, authorizations, and program participation. This is a front-line service position where your ability to listen, empathize, and problem-solve will directly impact customer satisfaction and the overall success of our operations.

Key Responsibilities

• Actively listen to and engage with callers in a professional, courteous, and timely manner to accurately determine the purpose of each call and identify the most appropriate path to resolution.
• Research, interpret, and clearly communicate detailed information regarding member eligibility, benefits, claim status, authorization inquiries, and program services to members and providers while maintaining strict confidentiality.
• Serve as the first line of contact for resolving customer administrative concerns, including claim-related issues, expressions of dissatisfaction, and general service inquiries, with the goal of achieving first-call resolution whenever possible.
• Identify, document, and escalate operational problems, inefficiencies, and opportunities for continuous improvement to the appropriate teams and leaders.
• Assist in mentoring and training new team members, sharing knowledge, best practices, and tips for navigating systems and delivering exceptional service.
• Take ownership of personal professional development by proactively seeking out and participating in formal and informal training opportunities, staying current on program updates, and preparing for career advancement.
• Comprehensively assemble and accurately enter patient information into the appropriate delivery systems to initiate care management, utilization management, and member support programs.
• Demonstrate flexibility and adaptability in job duties, scheduling, and processes to better serve members and support arenaflex in achieving its business and operational goals.
• Educate providers on how and where to submit claims, treatment plans, and other required documentation, ensuring compliance with arenaflex standards and timelines.
• Identify and respond to crisis calls with empathy and composure, providing immediate support and coordinating with clinicians until the situation is fully resolved.
• Inform members and providers about arenaflex’s appeal processes, ensuring they understand their rights and the steps required to initiate a review.
• Lead or participate in initiatives and team activities designed to improve Care Center performance, operational excellence, and overall workplace culture.
• Make routine referrals and triage decisions that do not require clinical judgment, connecting callers with the appropriate resources and departments.
• Perform thorough follow-up to ensure member and provider needs are completely addressed and that no loose ends remain after the initial interaction.
• Communicate information regarding in-network and out-of-network reimbursement rates and explain how multiple networks function to inquiring providers.
• Refer callers requesting provider information to Provider Services, sharing details about arenaflex’s professional provider selection criteria and application processes as appropriate.
• Connect patients and clients to arenaflex’s Care Management team for provider selection, affiliate services, or facility referrals.
• Stay up to date on ever-changing program information, policy updates, and procedural changes to ensure accuracy and consistency in all customer interactions.
• Support team members, collaborate on group projects, and contribute to building a high-performance, customer-focused team environment.
• Thoroughly document customer comments, case details, and required follow-up information, forwarding all necessary data to the appropriate internal staff.

What You Bring: Qualifications and Experience

Required Qualifications

• A high school diploma or GED equivalent is required.
• Prior customer service experience in a professional setting, preferably in a contact center, healthcare, insurance, or similarly regulated environment.
• Proven ability to thrive in a fast-paced, high-volume call environment while maintaining accuracy, empathy, and professionalism.
• Strong written and verbal communication skills, with the ability to articulate complex information clearly and concisely.
• Proficiency in typing with a minimum speed of 35 words per minute, and demonstrated ability to talk and type simultaneously.
• Comfort navigating multiple computer platforms, databases, and tools while verifying information during live calls.
• Flexibility in scheduling, including the ability to work varied shifts, and a comfort level with ongoing change in a dynamic customer service environment.
• Willingness to have calls observed for training, coaching, and quality control purposes.

Preferred Qualifications

• An associate’s or bachelor’s degree in business, communications, healthcare administration, or a related field.
• Previous experience in a healthcare, pharmacy, insurance, or member services environment.
• Familiarity with medical terminology, claim processing, eligibility verification, or utilization management.
• Experience mentoring or training new team members.
• Relevant professional certifications in customer service, healthcare administration, or related disciplines.

Essential Skills and Competencies

• Active Listening: The ability to fully engage with callers, ask thoughtful probing questions, and understand the true nature of their needs.
• Empathy and Compassion: A genuine concern for the well-being of members and providers, paired with a calm, reassuring presence during difficult conversations.
• Problem-Solving: Strong analytical skills with the ability to research issues, evaluate options, and deliver effective solutions on the first call.
• Adaptability: Comfort with change, ambiguity, and a constantly evolving set of programs, policies, and procedures.
• Attention to Detail: Meticulous accuracy when entering data, documenting cases, and verifying member and provider information.
• Time Management: The ability to manage multiple priorities, meet production goals, and maintain quality standards throughout the workday.
• Collaboration: A team-first mindset with a willingness to support colleagues, share knowledge, and contribute to a positive workplace culture.
• Technical Proficiency: Comfort with Microsoft Office applications, CRM platforms, contact center software, and the ability to quickly learn new systems.

Why Choose a Career at arenaflex?

At arenaflex, we recognize that our employees are our greatest asset. We are deeply committed to fostering a workplace where every team member feels valued, supported, and empowered to do their best work. Our dynamic, fast-paced environment is ideal for individuals who enjoy tackling new challenges, contributing innovative ideas, and growing both personally and professionally.

When you join arenaflex, you become part of a collaborative, award-winning team that is passionate about improving healthcare access and outcomes. We invest in our people through comprehensive training programs, mentorship opportunities, and clear career pathways that allow you to advance into specialized roles, leadership positions, or other areas of interest across the organization.

Compensation and Benefits

arenaflex is proud to offer a competitive compensation package designed to attract and retain top talent. The pay range for this position is approximately $16.00 to $21.26 per hour, depending on experience, skills, and geographic location. Pay may vary by up to 8% based on applicant location.

Our comprehensive benefits package typically includes:

• Medical, dental, and vision insurance options
• Paid time off, holidays, and flexible scheduling
• Retirement savings plans with employer contributions
• Wellness programs and employee assistance resources
• Tuition reimbursement and ongoing professional development opportunities
• Incentive programs and recognition awards for outstanding performance

For a complete overview of our benefits, incentives, and additional compensation programs, we invite you to explore our Benefits Page and click on the “Benefits at a Glance” button for full details.

Our Commitment to Diversity, Equity, and Inclusion

arenaflex is proud to be an equal opportunity and affirmative action employer. We believe that a diverse workforce is a stronger workforce, and we actively encourage candidates from all backgrounds, experiences, abilities, and perspectives to apply. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, gender, sexual orientation, gender identity or expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, or any other basis protected by law. We welcome applicants with arrest and conviction records and provide reasonable accommodations throughout the application and employment process in accordance with applicable law.

arenaflex is also a tobacco-free workplace, reflecting our commitment to the health and well-being of our employees and the communities we serve.

How to Apply

If you are ready to bring your customer service skills, your empathy, and your drive to a company that truly values purpose-driven work, we encourage you to apply today. This position will be posted for a minimum of five consecutive workdays, and we review applications on a rolling basis.

Don’t miss this opportunity to join arenaflex — a growing, team-oriented, award-winning company where your contributions are valued, your growth is supported, and your work makes a real difference in people’s lives. Take the next step in your career and become part of something meaningful. We look forward to welcoming you to our team.