Customer Service Representative Team Lead – arenaflex Medicaid Behavioral Health Support (National Remote Telecommute)
About arenaflex – Transforming Health Through Technology and Compassion
arenaflex is a fast‑growing, technology‑driven health organization that connects millions of people with the care, pharmacy benefits, data, and resources they need to thrive. Our mission is to make the health system work better for everyone, regardless of where they live, what they earn, or the challenges they face. With a culture rooted in diversity, inclusion, and continuous learning, arenaflex empowers its employees to make a tangible impact on health equity while advancing their own careers.
Why This Role Matters
As a Customer Service Representative Team Lead, you will be the frontline voice for Medicaid‑eligible consumers seeking behavioral health services in Salt Lake County. Your guidance will help callers navigate complex benefit plans, locate appropriate providers, and receive the support they need to improve their health outcomes. By leading a team of dedicated service agents, you will ensure that every interaction is accurate, compassionate, and aligned with arenaflex’s commitment to health equity.
Role Overview – What You’ll Do Every Day
This full‑time, remote position blends hands‑on customer service with team leadership. You will answer inbound calls, verify eligibility, provide referrals, and oversee a small group of agents to maintain high‑quality service standards. The schedule is flexible, covering 8‑hour shifts between 8:00 AM – 11:00 PM EST, with variations for seasonal business needs.
Key Responsibilities
- Inbound Call Management: Answer calls from Medicaid‑eligible individuals, listen actively, and assess their needs.
- Provider Referral Coordination: Research and recommend appropriate behavioral health providers and agencies within Salt Lake County.
- Eligibility Verification: Use arenaflex’s secure database to confirm Medicaid eligibility and document interactions accurately.
- Information Accuracy: Supply callers with correct phone numbers, addresses, and service details, especially when they have reached the wrong organization.
- Team Leadership: Coach, mentor, and monitor a small team of customer service representatives, providing real‑time feedback and performance insights.
- Administrative Support: Complete additional tasks that aid the broader Care Coordination team, such as data entry, reporting, and process improvement initiatives.
- Quality Assurance: Conduct regular call audits, identify trends, and implement corrective actions to maintain compliance with arenaflex policies.
- Continuous Learning: Stay current on Medicaid benefit changes, behavioral health resources, and arenaflex technology platforms.
Essential Qualifications – What You Must Bring
- High School Diploma or GED (or equivalent).
- Minimum age of 18 years.
- At least 2 years of customer service experience in insurance, medical, behavioral health, or financial technology environments.
- Proficiency with Windows PC applications and the ability to quickly master new, complex software systems.
- Demonstrated ability to work any of the designated 8‑hour shift schedules, with occasional overtime as business needs dictate.
- Strong organizational skills and the capacity to multitask in a fast‑paced environment.
- Excellent verbal communication skills, with a focus on empathy and clarity.
Preferred Qualifications – What Sets You Apart
- Experience with financial health technology platforms or similar fintech solutions.
- Prior exposure to Medicaid or other public health benefit programs.
- Leadership or supervisory experience in a remote call‑center setting.
- Certification in health information management, customer service excellence, or related fields.
Core Skills & Competencies
- Customer‑Centric Mindset: Ability to put the caller’s needs first while delivering accurate information.
- Analytical Thinking: Quickly interpret eligibility data and match callers with appropriate resources.
- Team Coaching: Provide constructive feedback, foster collaboration, and inspire high performance among team members.
- Technology Fluency: Comfortable navigating multiple software tools, databases, and communication platforms simultaneously.
- Adaptability: Thrive in a dynamic environment with shifting priorities and evolving regulatory requirements.
- Compliance Awareness: Understand and adhere to arenaflex’s privacy, security, and telecommuting policies.
Telecommuting Requirements – Your Remote Workspace
- A dedicated, private work area separate from household traffic to ensure confidentiality.
- Secure handling of all arenaflex‑sensitive documents and data.
- High‑speed internet that meets arenaflex’s approved standards (minimum 10 Mbps download, 5 Mbps upload).
- Compliance with arenaflex’s Telecommuter Policy, including regular equipment checks and data protection protocols.
Compensation, Perks & Benefits
arenaflex offers a competitive hourly wage ranging from $19.47 to $38.08, based on location, experience, education, and performance. In addition to base pay, you will be eligible for a comprehensive benefits suite that may include:
- Medical, dental, and vision coverage with multiple plan options.
- Flexible spending accounts (FSAs) and health savings accounts (HSAs).
- Retirement savings plans with employer matching contributions.
- Equity stock purchase programs and performance‑based incentives.
- Paid time off, holidays, and parental leave.
- Professional development funds, tuition reimbursement, and certification support.
- Employee assistance programs, wellness resources, and mental‑health support.
- Recognition programs that celebrate individual and team achievements.
Career Growth & Learning Opportunities
arenaflex is committed to your long‑term success. As a Team Lead, you will gain exposure to:
- Advanced analytics and reporting tools that inform strategic health initiatives.
- Cross‑functional projects with product, operations, and policy teams.
- Leadership development curricula, including mentorship, coaching, and management workshops.
- Opportunities to transition into senior supervisory, operations, or program‑management roles within arenaflex’s national network.
Work Environment & Culture at arenaflex
Our remote workforce is built on trust, collaboration, and a shared purpose to improve health outcomes. arenaflex fosters an inclusive environment where every voice matters, and diversity is celebrated as a driver of innovation. Employees enjoy:
- Regular virtual town halls and team‑building events that keep remote staff connected.
- Access to cutting‑edge health‑tech platforms that streamline daily tasks.
- A culture of continuous feedback, where performance reviews are constructive and growth‑focused.
- Commitment to environmental stewardship and community outreach, aligning personal values with corporate responsibility.
Application Process & Next Steps
Ready to lead a compassionate team that makes a real difference in the lives of Medicaid beneficiaries? Follow these steps to apply:
- Prepare an up‑to‑date resume highlighting relevant customer service and leadership experience.
- Draft a cover letter that showcases your passion for health equity and remote team management.
- Submit your application through the link below. Our recruiting team will review your submission and contact you for a virtual interview if your profile matches our needs.
Join arenaflex – Make an Impact From Anywhere
If you thrive in a dynamic, purpose‑driven environment and are eager to guide a team toward excellence, arenaflex wants to hear from you. Bring your expertise, empathy, and leadership to a role that not only advances your career but also helps thousands of individuals access the behavioral health services they deserve.
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