Provider Customer Service Call and Chat Representative – Remote Healthcare Support Specialist (New Mexico Residents)

About arenaflex and the Opportunity Ahead

At arenaflex, we believe that healthcare should be simpler, more accessible, and more human. Every conversation our team members have with healthcare providers helps shape a system that works better for millions of patients across the country. We are on a mission to remove barriers to quality care, build healthier communities, and create an experience that is responsive, affordable, and equitable for everyone involved — from the physicians and clinics on the front lines to the patients they serve.

As a Provider Customer Service Call and Chat Representative working remotely from New Mexico, you will become a vital connector in this mission. You will serve as the trusted first point of contact for healthcare providers who care for our members, helping them navigate everything from benefits verification to complex claim inquiries. Your work will directly impact the quality of care that reaches real people, real families, and real communities. If you are a natural problem-solver who thrives in a fast-paced, technology-driven environment and wants a career where your contributions matter every single day, arenaflex is the place to build it.

Position Overview

arenaflex is seeking a dedicated, compassionate, and detail-oriented Provider Customer Service Call and Chat Representative to join our growing remote team. In this role, you will support healthcare providers — including physician offices, specialty clinics, and billing departments — through a multi-channel environment that includes inbound phone calls and concurrent live chat interactions.

You will respond to a wide variety of inquiries related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits (EOB), and behavioral health services. Whether a provider is verifying a patient's coverage, disputing a claim, or seeking clarification on an authorization, you will serve as their advocate, working diligently to resolve the issue on the first contact whenever possible. This is not just a customer service job — it is a chance to make healthcare more navigable, one conversation at a time.

What Your Day Will Look Like

• Managing a steady flow of inbound calls and concurrent chat sessions from healthcare providers across multiple lines of business
• Triaging inquiries quickly and accurately to identify the provider's underlying need
• Navigating more than 30 internal systems and applications to extract and verify information across multiple product lines, including Commercial & Specialty (C&S), Medicare & Retirement (M&R), and Employer & Individual (E&I)
• Researching and dissecting complex prior authorization and claim issues, then taking ownership to drive resolution
• Collaborating with internal partners across departments to ensure seamless communication and timely outcomes for providers
• Educating providers on self-service digital tools and encouraging adoption to help them serve patients faster in the future
• Documenting all interactions thoroughly and accurately to support continuity and compliance

Key Responsibilities

• Serve as the provider's advocate. Approach every interaction with a sense of ownership and accountability, treating each provider's issue as your own until it is fully resolved.
• Deliver multi-channel service excellence. Support providers seamlessly across both phone and concurrent chat, adapting your communication style to fit the medium while maintaining warmth and professionalism.
• Triage and prioritize effectively. Quickly assess incoming contacts from healthcare professionals, identify urgency, and route or resolve inquiries appropriately.
• Resolve a wide range of provider inquiries spanning benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health questions.
• Investigate complex issues. Research prior authorization requests and claim disputes in depth, identify root causes, and implement solutions that prevent repeat contacts and escalations.
• Partner across teams. Collaborate with internal stakeholders — including clinical, claims, and operations teams — to ensure providers receive complete, accurate, and timely responses.
• Master a dynamic technology ecosystem. Confidently navigate 30+ systems to pull data, verify information, and complete transactions without sacrificing speed or accuracy.
• Promote digital self-service tools. Proactively demonstrate the value of arenaflex's online portals and digital resources, guiding providers to faster, more independent resolutions.

Required Qualifications

• High School Diploma / GED OR equivalent work experience
• Must be 18 years of age or older
• Minimum of 1 year of customer service experience with a proven track record of analyzing and solving customer concerns
• Experience with computer and Windows PC applications, including the ability to learn and navigate new and complex system applications quickly
• Typing speed of 35–40 WPM (words per minute) or higher with at least 90% accuracy
• Availability to work any full-time (40 hours/week), 8-hour shift between 9:35 AM and 6:05 PM CST, Monday through Friday, with occasional overtime, weekends, or holidays as business needs require

Preferred Qualifications

• Prior experience in a call center, office, or customer service environment using phones and computers as primary job tools
• Healthcare industry experience and familiarity with healthcare terminology, benefit plans, and provider workflows

Essential Soft Skills and Competencies

• Multitasking mastery: Ability to manage multiple conversations and tasks simultaneously without losing accuracy or composure
• Conflict resolution skills: Confidence in de-escalating tense situations and preventing complaints from escalating
• Time management: Skill in prioritizing high-volume work while consistently meeting quality and productivity benchmarks
• Emotional intelligence and empathy: Genuine care for the providers you serve and a knack for understanding concerns beneath the surface
• Active listening and comprehension: Ability to absorb complex information, ask the right clarifying questions, and respond with precision
• Excellent written communication: Clear, professional, and friendly tone across chat and documentation
• Strong problem-solving ability: Analytical thinking paired with creativity in finding resolutions
• Outstanding interpersonal skills: Ability to build rapport quickly with providers from diverse professional backgrounds

Training and Onboarding

arenaflex is committed to setting every new team member up for success. We provide 10 weeks of paid, structured on-the-job training, running Monday through Friday from 9:00 AM to 5:30 PM CST. During this immersive training period, you will learn our systems, processes, products, and service standards from experienced trainers and mentors. You will graduate fully prepared and confident to handle the full scope of provider inquiries.

Telecommuting Requirements

• Must reside within the state of New Mexico
• Must have a dedicated, secure work area that is separated from other living areas to maintain information privacy
• Must have access to a high-speed internet connection (arenaflex-approved or equivalent)
• Ability to keep all company-sensitive documents and information secure at all times
• Adherence to arenaflex's Telecommuter Policy is required

Career Growth and Development

Joining arenaflex as a Provider Customer Service Call and Chat Representative is the start of a long-term career path, not just a job. From day one, you will be supported with clear performance expectations, regular feedback, and access to development resources designed to help you grow. Whether you aspire to move into team leadership, quality assurance, training, project management, or specialized clinical support roles, we are invested in helping you get there. Many of our leaders started in exactly this role, and we celebrate internal promotion as a cornerstone of our culture.

Compensation, Perks, and Benefits

arenaflex rewards performance in an environment that challenges you to grow and provides clear direction for success. We offer a comprehensive benefits package that typically includes medical, dental, and vision coverage, paid time off, paid holidays, retirement savings plans, employee assistance programs, and tuition reimbursement opportunities. We also provide paid training, ongoing coaching, and a supportive remote work environment designed to help you thrive both professionally and personally.

Our Culture and Commitment

At arenaflex, our mission is to help people live healthier lives and make the health system work better for everyone. We believe that everyone — regardless of race, gender, sexuality, age, location, or income — deserves the opportunity to live their healthiest life. We are deeply committed to mitigating our environmental impact, delivering equitable care, and addressing health disparities in the communities we serve. Diversity creates a healthier atmosphere, and we are proud to be an Equal Employment Opportunity and Affirmative Action employer. All qualified applicants receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

arenaflex is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

Ready to Make a Difference?

If you are a New Mexico resident who loves solving problems, communicating with purpose, and wants a career where every conversation contributes to something bigger, we want to hear from you. Bring your customer service experience, your curiosity, and your commitment to making healthcare work better — and join arenaflex today. This is your opportunity to do meaningful work, develop professionally, and be part of a team that is reshaping the future of healthcare one call and one chat at a time. Apply now and start your next chapter with arenaflex.