Remote Customer Service Representative – Member Services & Provider Support for Medicaid Programs (Remote – Charleston, WV) – arenaflex

About arenaflex

At arenaflex, we believe that health care is most powerful when it is delivered with compassion, convenience, and a personal touch. Our mission is to bring the heart of caring to every interaction, whether it’s a quick phone call, a digital chat, or an in‑person visit. As a leading provider of health‑focused services, arenaflex is dedicated to creating a healthier future for the communities we serve, while fostering an inclusive workplace where every employee can thrive.

Our culture is built on the Heart at Work principles – integrity, empathy, innovation, and collaboration. We empower our team members to make meaningful contributions, continuously learn, and grow within a supportive environment that values diversity, well‑being, and professional development.

Position Overview

We are seeking a highly motivated, self‑directed Remote Customer Service Representative to join our Member Services team. In this role, you will be the voice of arenaflex for Medicaid members and health‑care providers, delivering accurate information, resolving inquiries, and ensuring a seamless experience for every caller. This is a fully remote position based within 50 miles of Charleston, WV, with occasional on‑site visits when technical issues arise.

Key Responsibilities

• Answer inbound calls from members and providers, providing clear, courteous, and accurate information about benefits, eligibility, prior authorizations, and supplemental programs.
• Assist members with requests for ID cards, provider changes, and other account updates while maintaining compliance with privacy and security standards.
• Utilize arenaflex’s proprietary call‑center software to document interactions, track case progress, and follow up on open items.
• Maintain a high level of product knowledge, staying current on Medicaid policies, arenaflex’s service offerings, and any regulatory updates.
• Adhere to performance metrics such as average handle time, first‑call resolution, and call quality scores, consistently meeting or exceeding targets.
• Collaborate with cross‑functional teams—including claims, enrollment, and IT—to resolve complex issues and improve overall member satisfaction.
• Participate in scheduled training sessions (initial 6‑week onboarding) and ongoing development programs to sharpen communication and technical skills.
• Ensure a secure, high‑speed internet connection via Ethernet; Wi‑Fi connections are not permitted for security compliance.
• Report any technical difficulties promptly and, when necessary, travel to the Charleston office to address prolonged outages.

Essential Qualifications

• Residence within a 50‑mile radius of Charleston, WV.
• High school diploma or equivalent; additional education or certifications in health care, customer service, or related fields are a plus.
• Proven ability to communicate clearly and empathetically with diverse populations, both verbally and in writing.
• Demonstrated self‑discipline and the ability to work independently from a home office, managing time and workload effectively.
• Reliable high‑speed internet access with a dedicated Ethernet connection and a quiet, professional workspace.
• Flexibility to attend scheduled training (8:30 AM – 5:00 PM EST, Monday‑Friday) and adhere to the regular production schedule.
• Commitment to maintaining confidentiality and adhering to HIPAA and other privacy regulations.

Preferred Qualifications

• Previous experience in a remote call‑center environment, especially within health‑care or insurance sectors.
• Familiarity with Medicaid and Medicare programs, including eligibility criteria and benefit structures.
• Experience using customer relationship management (CRM) platforms and call‑handling software.
• Strong problem‑solving abilities and a track record of meeting performance standards in fast‑paced settings.

Core Skills & Competencies

• Customer‑Centric Communication: Ability to listen actively, ask probing questions, and convey information in a friendly, concise manner.
• Technical Proficiency: Comfortable navigating multiple software applications simultaneously while maintaining data accuracy.
• Attention to Detail: Precise documentation of call notes, follow‑up actions, and compliance requirements.
• Adaptability: Quick to adjust to new policies, system updates, and evolving member needs.
• Team Collaboration: Willingness to share insights, support peers, and contribute to continuous improvement initiatives.

Compensation & Benefits

arenaflex offers a competitive hourly wage ranging from $17.00 to $25.15, commensurate with experience, education, and geographic location. In addition to base pay, you will be eligible for a comprehensive benefits package that includes:

• Medical, dental, and vision coverage with multiple plan options.
• Retirement savings plans, including a 401(k) with company match.
• Employee Stock Purchase Plan (ESPP) for eligible participants.
• Fully‑paid term life insurance, short‑term and long‑term disability coverage.
• Generous paid time off (PTO), vacation accrual, and paid holidays aligned with state regulations.
• Well‑being programs such as mental health resources, fitness incentives, and wellness challenges.
• Education assistance, tuition reimbursement, and free access to development courses.
• Discounts on arenaflex retail locations and partner offers.
• Flexible work‑from‑home arrangements, with the occasional on‑site requirement for technical support.

Work Environment & Culture

At arenaflex, we champion a culture of inclusion, respect, and continuous learning. Our remote workforce enjoys:

• A supportive onboarding experience with dedicated mentors and regular check‑ins.
• Opportunities to join employee resource groups (ERGs) focused on diversity, health, and community outreach.
• Virtual town halls, webinars, and networking events that keep remote employees connected to corporate initiatives.
• Recognition programs that celebrate outstanding service, innovation, and teamwork.
• A commitment to accessibility: arenaflex provides reasonable accommodations for individuals with disabilities, including assistive technology, interpreters, and flexible scheduling.

Career Growth & Development

arenaflex invests in your professional journey. As a Remote Customer Service Representative, you will have pathways to advance into roles such as:

• Senior Member Services Specialist
• Team Lead or Supervisor – Remote Operations
• Quality Assurance Analyst – Call Center
• Training & Development Coordinator
• Healthcare Operations Analyst

Continuous learning is encouraged through our internal learning portal, which offers courses on communication excellence, health‑care regulations, data analytics, and leadership development.

COVID‑19 Vaccination Policy

arenaflex requires all eligible employees to be fully vaccinated against COVID‑19, including any required booster doses, unless a lawful accommodation is granted based on disability, medical condition, religious belief, or other protected reasons. Proof of vaccination must be provided prior to the first day of employment, or a reasonable accommodation request must be submitted within the first ten days of hire.

How to Apply

If you are passionate about delivering compassionate, high‑quality service to members and providers, and you thrive in a remote, fast‑paced environment, we want to hear from you. Join arenaflex and become part of a team that puts heart into health care every day.

Apply Now – Start Your Journey with arenaflex!