Customer Service Representative Team Lead – National Remote Behavioral Health Call Center Operations

About arenaflex

arenaflex is a forward-thinking organization committed to transforming lives through innovative care solutions, cutting-edge technology, and a deeply human approach to service. As one of the healthcare industry's most dynamic and rapidly expanding companies, arenaflex partners with communities, providers, and government agencies to connect individuals with the essential resources, benefits, and support systems they need to thrive. Our work directly improves health outcomes by bridging gaps in care, pharmacy benefits, behavioral health services, and social support networks for millions of people across the United States.

At arenaflex, diversity and inclusion are more than values — they are the foundation of our culture. We cultivate an environment where talented professionals from every background can do meaningful work, grow their careers, and contribute to a shared mission of advancing health equity on a global scale. If you are passionate about helping others, thrive in a fast-paced environment, and want to join a team that truly cares, arenaflex is the place for you.

Position Overview

arenaflex is hiring a Customer Service Representative Team Lead – National Remote to support our specialized Behavioral Health Services line. In this fully remote role, you will serve as a key point of contact for individuals seeking information about behavioral health providers, community services, and Medicaid benefit plans available in Salt Lake County. You will answer inbound calls, conduct thorough research, verify eligibility, and provide accurate referrals that help Medicaid-eligible consumers access the care they need.

This is more than a call center job — it is an opportunity to make a measurable difference in people's lives every single day. You will join a dedicated Care Coordination team that values compassion, accuracy, and professionalism, and you will receive comprehensive paid training to set you up for long-term success.

Key Responsibilities

• Handle a high volume of inbound calls from Medicaid-eligible consumers seeking information about behavioral health providers and services in Salt Lake County.
• Conduct over-the-phone research using internal and external databases to identify appropriate providers and agencies based on each caller's unique needs.
• Provide accurate and timely referrals to behavioral health providers, community resources, and support agencies within the Salt Lake County network.
• Utilize computer-based systems to verify Medicaid eligibility, document call interactions, and update consumer records with precision.
• Offer helpful supplementary information such as provider phone numbers, addresses, and office hours to individuals who may have contacted the wrong organization.
• Complete administrative tasks as assigned that support the broader Care Coordination team, including data entry, follow-up calls, and documentation.
• Maintain strict confidentiality and adhere to all HIPAA and company privacy guidelines when handling sensitive consumer information.
• Demonstrate empathy, active listening, and professionalism during every interaction to ensure a positive caller experience.
• Collaborate with team leads and supervisors to identify process improvements and contribute to a culture of continuous improvement.
• Meet or exceed performance metrics related to call quality, handling time, accuracy of referrals, and customer satisfaction.

Required Qualifications

• High School Diploma or GED equivalent.
• Must be 18 years of age or older.
• Minimum of two (2) years of customer service experience in one or more of the following settings: insurance, medical, behavioral health, or financial technology.
• Strong familiarity with computers and Windows PC applications, with the ability to learn new and complex software systems quickly.
• Flexibility to work any 8-hour shift between 8:00 AM and 11:00 PM EST, Sunday through Saturday (October through March) and Monday through Friday (April through September).
• Willingness to work occasional overtime as needed to support business operations.
• Reliable high-speed internet connection and a dedicated, secure home workspace separated from living areas.

Preferred Qualifications

• Prior experience working with financial health technology platforms.
• Previous experience supporting Medicaid populations or working within a behavioral health or social services environment.
• Bilingual or multilingual capabilities are a plus.

Essential Skills and Competencies

• Exceptional verbal communication skills with a clear, professional, and compassionate phone presence.
• Strong organizational skills and the ability to manage multiple tasks simultaneously in a fast-paced environment.
• Ability to understand and explain multiple service lines, benefit plans, and provider networks.
• Comfort with navigating multiple databases, software applications, and digital tools at once.
• Empathetic and patient-centered mindset when working with vulnerable populations.
• Problem-solving skills with the ability to research, analyze, and resolve caller inquiries efficiently.
• Adaptability and resilience in a changing, metrics-driven environment.
• Commitment to maintaining confidentiality and handling sensitive information with discretion.

Work Schedule and Training

This is a full-time position. The standard schedule runs Sunday through Saturday during the peak season of October through March, and Monday through Friday from April through September. Shifts are 8 hours long and fall within the operational window of 8:00 AM to 11:00 PM EST. Occasional overtime may be required based on business needs.

arenaflex provides multiple weeks of paid on-the-job training to ensure every team member feels confident and prepared. Training schedules will be aligned with your assigned shift and discussed in detail on your first day of employment.

Career Growth and Development

At arenaflex, we believe that investing in our people is the smartest investment we can make. When you join our team, you gain access to:

• Comprehensive onboarding and structured training programs designed to set you up for long-term success.
• Clear pathways for advancement into senior customer service roles, team leadership, quality assurance, training, and care coordination management.
• Mentorship from experienced professionals who are passionate about your growth.
• Tuition reimbursement and educational assistance programs for eligible employees pursuing further education.
• Internal mobility opportunities across departments, business units, and geographies.
• A performance-driven culture that recognizes and rewards achievement, innovation, and dedication.

Work Environment and Company Culture

arenaflex is more than a workplace — it is a community of mission-driven professionals united by a shared purpose. Our culture is built on respect, collaboration, and an unwavering commitment to the people we serve. We embrace diversity in all its forms and believe that a variety of perspectives makes our team stronger and our work more impactful.

As a remote employee, you will be a valued member of the team with full access to virtual collaboration tools, team-building activities, and regular engagement with colleagues and leaders. We celebrate wins together, support each other through challenges, and foster an environment where every voice matters.

Compensation and Benefits

arenaflex offers a competitive compensation package designed to attract and retain top talent. For candidates residing in California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Washington, Rhode Island, or Washington, D.C., the hourly range for this role is $19.47 to $38.08 per hour, depending on factors such as local labor markets, education, work experience, and certifications. arenaflex complies with all applicable minimum wage laws.

In addition to a competitive base pay, full-time employees are eligible for a comprehensive benefits package that may include:

• Medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off, holidays, and volunteer time off
• Life and disability insurance
• Employee assistance programs
• Incentive and recognition programs
• Equity stock purchase options (where applicable)

Eligibility for benefits is determined by the specific terms of each plan and applicable regulations.

Telecommuting Requirements

• Must maintain a dedicated, secure home workspace that is separated from other living areas to ensure information privacy.
• Must have reliable high-speed internet service that meets arenaflex's technical standards.
• Must keep all company-sensitive documents and information secure at all times.
• Must adhere to all arenaflex Telecommuter Policies and procedures.

Equal Employment Opportunity

arenaflex is proud to be an Equal Employment Opportunity and Affirmative Action employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will 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 must successfully pass a drug screening prior to beginning employment.

How to Apply

If you are a motivated, compassionate, and detail-oriented professional looking to build a meaningful career in healthcare customer service, we encourage you to apply today. This posting will remain open for a minimum of two business days or until a sufficient candidate pool has been collected. Applications are reviewed on a rolling basis, and the posting may close early due to high volume.

Join arenaflex and become part of a team that is transforming the way people access behavioral health care and community services. Your skills, your empathy, and your dedication can help us build a healthier, more equitable future — one call at a time. We look forward to welcoming you to the arenaflex family.