Customer Service Representative – Member & Provider Support for arenaflex Medicaid Programs (Remote/Onsite – Virginia)

About arenaflex – Transforming Health Care with Heart

At arenaflex, we believe that health care is most powerful when it is personal, convenient, and affordable. Our purpose—Bringing our heart to every moment of your health—drives a culture where every employee is empowered to make a meaningful impact on the lives of members, providers, and the broader community. As a leading health‑care organization, arenaflex blends innovative technology with compassionate service, creating an environment where human‑centric care thrives in a rapidly evolving industry.

Our Heart At Work Behaviors™ reinforce this purpose, encouraging each team member to act with empathy, accountability, and curiosity. Whether you work from a modern office in Linthicum, MD, or from the comfort of your home, you will be part of a collaborative network that values your contributions and supports your professional growth.

Position Overview

We are seeking a dedicated Customer Service Representative to join our Member Service team. In this role, you will provide telephone assistance to arenaflex Medicaid members and health‑care providers, handling inquiries related to eligibility, benefits, provider changes, and ID card requests. Your mission is to deliver a consistently excellent experience, ensuring every caller feels heard, respected, and supported.

Key Logistics

• Location: Must reside within 50 miles of Linthicum, MD (on‑site office) with the flexibility to work from home when technical conditions permit.
• Training Schedule: First 6 weeks – 8:30 AM – 5:00 PM EST, Monday through Friday.
• Production Schedule: Ongoing – 8:30 AM – 5:00 PM EST, Monday through Friday.
• Equipment & Training: arenaflex provides all necessary hardware, software, and comprehensive onboarding.

Core Responsibilities

As a Member Service Representative, you will be the voice of arenaflex for both members and providers. Your daily duties will include, but are not limited to:

• Answering inbound calls from members and health‑care providers with professionalism and empathy.
• Providing accurate information on benefits, eligibility criteria, and coverage details.
• Assisting with prior authorization requirements, special programs, and extra benefits.
• Processing provider change requests, updating member records, and issuing ID cards.
• Maintaining compliance with privacy and security standards, including the use of a secure Ethernet connection (Wi‑Fi is prohibited for security reasons).
• Documenting interactions in the arenaflex CRM system, ensuring data integrity and timely follow‑up.
• Meeting performance metrics such as average handle time, first‑call resolution, and quality scores.
• Escalating complex issues to senior team members or specialized departments while keeping the caller informed.
• Participating in ongoing training sessions, coaching calls, and knowledge‑share forums to continuously improve service delivery.

Essential Qualifications

• High school diploma or GED equivalent.
• Ability to commute to the Linthicum, MD office when required.
• Strong verbal and written communication skills, with the ability to convey complex information clearly.
• Demonstrated reliability in meeting attendance, performance, and quality standards.
• Self‑motivation and the capacity to work independently from a home office, including a dedicated workspace.
• High‑speed internet with a secure Ethernet connection; Wi‑Fi usage is not permitted for security compliance.

Preferred Qualifications & Experience

• Previous experience in a remote call‑center environment, especially with virtual collaboration tools.
• Familiarity with Medicaid and Medicare programs, including eligibility rules and provider networks.
• Experience using customer‑relationship management (CRM) platforms and ticketing systems.
• Demonstrated ability to handle high‑volume call environments while maintaining composure and empathy.
• Basic knowledge of health‑care terminology and insurance concepts.

Key Skills & Competencies

• Customer‑Centric Mindset: A genuine desire to help members and providers achieve their health goals.
• Active Listening: Ability to fully understand caller concerns before responding.
• Problem‑Solving: Quickly identify root causes and provide effective solutions.
• Attention to Detail: Accurate data entry and meticulous documentation.
• Time Management: Efficiently balance multiple tasks while adhering to schedule commitments.
• Technology Proficiency: Comfortable navigating multiple software applications simultaneously.
• Adaptability: Thrive in a fast‑changing environment and embrace new processes.

Career Growth & Development Opportunities

arenaflex is committed to investing in its people. As a member of our Member Service team, you will have access to a robust learning ecosystem that includes:

• Structured onboarding and continuous skill‑building workshops.
• Mentorship programs pairing you with seasoned professionals in health‑care operations.
• Pathways to advance into senior representative, team lead, quality assurance, or training specialist roles.
• Opportunities to cross‑train in related departments such as claims processing, provider relations, and health‑plan analytics.
• Tuition reimbursement and education assistance for certifications relevant to health‑care and customer service.

Work Environment & Culture at arenaflex

Our culture is built on collaboration, respect, and a shared commitment to improving health outcomes. Whether you are in the Linthicum office or working remotely, you will experience:

• A supportive team that celebrates successes and learns from challenges together.
• Regular virtual town halls and in‑person gatherings that keep you connected to the broader arenaflex mission.
• Flexible work arrangements that recognize the importance of work‑life balance.
• Recognition programs that reward outstanding service, innovation, and community involvement.
• Inclusive policies that ensure every employee feels valued, heard, and empowered.

Compensation, Perks & Benefits

arenaflex offers a competitive compensation package that reflects your experience, skills, and geographic location. The typical hourly range for this role is $17.00 – $31.30, with the final offer determined by a holistic review of qualifications.

In addition to base pay, you will enjoy a comprehensive benefits suite, including:

• Medical, dental, and vision coverage with multiple plan options.
• Eligibility to participate in the arenaflex 401(k) retirement savings plan, with company matching contributions.
• Employee Stock Purchase Plan (ESPP) allowing you to buy arenaflex shares at a discounted rate.
• 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 that include mental‑health resources, fitness discounts, and wellness challenges.
• Employee discount at arenaflex retail locations and partner discounts with a variety of lifestyle brands.
• Access to free development courses, certifications, and a library of learning resources.

Application Process & Important Dates

We are actively reviewing applications and will close this posting on August 16, 2024. Candidates with arrest or conviction records will be considered in accordance with all applicable federal, state, and local laws.

If you are ready to bring your heart to arenaflex and make a tangible difference in the lives of Medicaid members and health‑care providers, we encourage you to apply today.

Ready to Join arenaflex?

Take the next step in your career by submitting your application through the link below. We look forward to welcoming a compassionate, driven professional to our team.

Apply Job!