Experienced Customer Service Advocate – National Remote Healthcare Benefits & Member Support Specialist

About arenaflex

At arenaflex, we are reimagining the healthcare experience for millions of Americans. As a forward-thinking organization committed to building healthier communities, arenaflex focuses on simplifying access to quality care, removing barriers that stand between people and the treatment they need, and creating a more responsive, affordable, and equitable healthcare system. Our mission is rooted in the belief that every individual—regardless of race, gender, sexuality, age, location, or income—deserves the opportunity to live their healthiest life.

Joining arenaflex means becoming part of a passionate team that is actively working to address health disparities, improve outcomes, and deliver equitable care. If you are looking for a meaningful career where your work directly impacts the lives of others, arenaflex offers the platform, support, and culture to help you thrive.

Position Overview

arenaflex is seeking a dedicated and compassionate Experienced Customer Service Advocate – National Remote Healthcare Benefits & Member Support Specialist to join our member services team. This is a fully remote opportunity available to candidates residing anywhere within the United States. As a Customer Service Advocate, you will serve as the primary point of contact for our members, building lasting trust by guiding them through the complexities of their healthcare benefits with empathy, accuracy, and professionalism.

This role is ideal for individuals who excel in a fast-paced, inbound call environment and have a genuine passion for helping people navigate healthcare systems. You will handle inquiries related to medical, dental, vision, and pharmacy benefits, assist with eligibility questions, resolve claim issues, and promote healthcare literacy. Whether through phone calls, live chats, or secure messaging, you will be a single trusted resource connecting members to the right programs, services, and resources based on their unique healthcare needs.

Work Schedule and Training

• This is a full-time position requiring 40 hours per week, Monday through Friday.
• Employees will work 8-hour shifts scheduled between 8:30 AM – 5:00 PM and 12:30 PM – 9:00 PM CST.
• Occasional overtime may be required based on business needs.
• arenaflex provides 6 weeks of paid training to set you up for success.
• Training hours are 8:00 AM – 4:30 PM CST and are conducted virtually from your home.
• Please note: PTO is not available during the training period.

Key Responsibilities

As a Customer Service Advocate at arenaflex, your primary mission is to deliver exceptional service while resolving member inquiries with care and precision. Your day-to-day responsibilities will include:

• Active Member Engagement: Listen actively and ask thoughtful, appropriate questions to fully understand each member's unique questions or concerns, documenting all interactions accurately in our systems.
• Benefits Inquiry Resolution: Address member questions regarding medical, vision, dental, and pharmacy plan details, eligibility, and medical claims with clarity and confidence.
• Resource Navigation: Utilize multiple databases, tools, and internal partnerships to refer and enroll members into appropriate specialist programs based on individual needs.
• Clinical Terminology Translation: Interpret and translate complex clinical and medical terminology—including coding language—into simple, accessible language to help members better understand and manage their healthcare costs.
• Adaptability: Quickly adapt to communicated changes in processes, policies, and guidelines at both the site and enterprise level.
• Health Education: Educate members on the fundamentals of healthcare benefits, plan structures, and available resources to promote healthcare literacy.
• Community Resource Connection: Assist members in maximizing their use of community services, support programs, and other valuable resources available through arenaflex and its partners.
• Performance Excellence: Meet and exceed performance goals in efficiency, call quality, customer satisfaction, first call resolution, schedule adherence, and attendance.
• Multi-Channel Support: Handle inbound and outbound calls, inbound chats, and secure messages with equal professionalism and care.

Required Qualifications

• 1+ years of experience in a customer service environment.
• Must be 18 years of age or older.
• Availability to work Monday through Friday during business hours of 8:30 AM – 5:00 PM and 12:30 PM – 9:00 PM CST, with the flexibility to work occasional overtime as needed.

Preferred Qualifications

• 2+ years of experience in a customer service environment.
• Prior experience within healthcare benefit operations or member experience teams.
• Background working in a healthcare insurance environment.

Telecommuting Requirements

• Ability to keep all company-sensitive documents secure at all times.
• A dedicated work area that is separated from other living areas and provides adequate information privacy.
• Residence in a location capable of receiving an arenaflex-approved high-speed internet connection, or access to an existing reliable high-speed internet service.
• Adherence to arenaflex's Telecommuter Policy at all times.

Essential Soft Skills and Competencies

Success in this role requires a unique blend of interpersonal skills, emotional intelligence, and professional capabilities. The ideal candidate will demonstrate:

• Active Listening: The ability to fully engage with members and understand their concerns before responding.
• Negotiation: Skilled at finding mutually beneficial solutions for members and the organization.
• Empathy and Sensitivity: A genuine understanding of the challenges members may face, particularly those related to health concerns.
• Patience and Resilience: The capacity to remain calm, composed, and effective during challenging conversations.
• Agility and Flexibility: Quick adaptation to changing priorities, processes, and member needs.
• Conflict Resolution: Strong problem-solving abilities to de-escalate issues and find resolutions.
• Cultural Sensitivity: Awareness and respect for the diverse backgrounds, identities, and experiences of all members.
• Disability and Diversity Awareness: Understanding of inclusive communication and support practices.
• Effective Time and Resource Management: Ability to prioritize tasks efficiently in a high-volume environment.
• Excellent Verbal and Written Communication: Clear, professional, and compassionate communication across all channels.

Career Growth and Development Opportunities

At arenaflex, we believe in investing in our people. As a Customer Service Advocate, you will have access to comprehensive training, ongoing coaching, and clear pathways for career advancement. Whether you aspire to specialize in clinical support, move into leadership, transition into quality assurance, or explore roles in training and workforce development, arenaflex provides the mentorship, resources, and internal mobility to help you grow. Many of our leaders began their careers in member-facing roles just like this one.

Compensation, Perks, and Benefits

arenaflex is proud to offer a competitive compensation package and a comprehensive suite of benefits designed to support your health, well-being, and financial future. While specific benefits vary by location, our offerings generally include:

• Competitive hourly pay with opportunities for performance-based incentives and recognition programs.
• Comprehensive medical, dental, and vision insurance plans.
• 401(k) retirement plan with company contributions.
• Equity stock purchase programs for eligible employees.
• Generous paid time off, holiday pay, and family leave benefits (available after the training period).
• Employee wellness programs, mental health resources, and access to fitness discounts.
• Tuition reimbursement and support for continued education and professional certifications.
• Remote work flexibility with the support of a collaborative virtual team environment.

For residents of California, Colorado, Connecticut, Nevada, New York, New Jersey, Washington, and Rhode Island, the hourly pay range for this position is $16.00 – $31.44 per hour. Pay is based on factors including education, work experience, certifications, and other relevant considerations. All benefits are subject to eligibility requirements.

Our Commitment to Diversity, Equity, and Inclusion

arenaflex is deeply committed to building a diverse, inclusive, and equitable workplace. We believe that diversity creates a healthier atmosphere for our employees and stronger outcomes for the communities we serve. As an Equal Employment Opportunity and Affirmative Action employer, arenaflex ensures that 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.

We are committed to mitigating our environmental impact and enabling equitable care that addresses health disparities and improves outcomes for all. At arenaflex, you will join a team that values your unique perspective and empowers you to contribute to meaningful change.

Work Environment and Company Culture

arenaflex fosters a supportive, collaborative, and mission-driven culture where every team member is valued. As a remote employee, you will be part of a connected virtual community with regular team check-ins, engagement activities, and access to leadership. We celebrate wins together, support one another through challenges, and remain united by our shared commitment to making healthcare better for everyone.

How to Apply

If you are a customer service professional with a heart for helping others and a desire to make a real difference in healthcare, we invite you to apply today. This is more than a job—it's an opportunity to build a meaningful career while improving the lives of millions of Americans. Bring your skills, your empathy, and your ambition to arenaflex, and let's build the healthcare system of tomorrow together.

Apply now and start doing your life's best work at arenaflex.

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