Experienced Client Support Specialist – Customer Care & Medical Billing Operations (Fully Remote, US)

About arenaflex

arenaflex is a recognized leader in Digital Transaction Processing, transforming the way medical providers, payers, insurance companies, and third-party administrators manage their billing and payment processing operations. Our innovative platform empowers healthcare organizations to streamline billing workflows, accelerate payment cycles, and dramatically reduce the friction associated with checking bill and payment statuses. By partnering with arenaflex, payers and providers consistently reduce operational costs, boost efficiency, improve service levels, and confidently meet today’s emerging regulatory compliance requirements for electronic billing and payment services.

arenaflex proudly connects more than 1,500,000 submitters with over 5,000 Workers’ Compensation, Group Health, and Auto Medical payers nationwide, solidifying our position as the leading connectivity solution in the market. Our Client Support Division is world-class — we set the bar high and settle for nothing less than excellence in every customer interaction.

Position Overview

arenaflex is actively hiring a dedicated and detail-oriented Experienced Client Support Specialist – Customer Care & Medical Billing Operations to join our award-winning Client Support Division. This is a fully remote position within the United States, with the option to work from our corporate office in Concord, CA, if preferred. In this role, you will provide exceptional customer support to new and existing payers and providers, assisting with account setup, maintenance, and the seamless acceptance and delivery of medical bills, payments, and other insurance-related processes.

You will engage directly with our clients’ business and technical resources, as well as internal arenaflex staff, ensuring every interaction reflects our commitment to excellence. If you thrive in a fast-paced environment, love solving complex problems, and have a passion for healthcare technology, this is your opportunity to make a meaningful impact.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and ticketing systems.
• Escalate and monitor issues that require coordination and follow-up with arenaflex internal departments (including Development, Operations, and Engineering) as well as external business partners and clients.
• Create and monitor all Code Red (escalated/critical) issues to determine the appropriate communication strategy, whether internal or external.
• Reproduce customer-reported issues on behalf of clients and assist in verifying fixes, account configurations, and operational resolutions.
• Accurately document all communications, research findings, and relevant information in the Client Support ticketing system (Zendesk). This includes determining issue severity, classifying the inquiry type, identifying affected parties, and involving additional resources as necessary.
• Strive to serve as the primary point of contact for all customer issues and requests, ensuring accountability and ownership throughout resolution.
• Evaluate and resolve problems in a timely, efficient, and effective manner.
• Provide consistent status updates to customers for all outstanding inquiries and issues.
• Direct and escalate unresolved requests internally, following established protocols.
• Gather comprehensive and detailed information to effectively handle each inquiry.
• Develop and maintain strong, trust-based rapport with customers across all touchpoints.
• Identify trends and recurring themes to support continuous process improvement initiatives.
• Perform all other duties as requested by management.

Essential Qualifications

• A strong advocate of customer service principles and best practices, with a genuine passion for helping others.
• A minimum of 3 years of experience in a call center or customer care environment.
• Hands-on experience with medical billing processes and workflows.
• Proficiency with the Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Demonstrated technical experience, including comfort working with software platforms and troubleshooting tools.
• Proven troubleshooting and analytical skills with the ability to break down complex problems.
• Exceptional multitasking skills, with the ability to manage multiple priorities simultaneously.
• Verbal and written communication skills that are professional, polished, and customer-focused.

Desired Competencies & Preferred Qualifications

• Strong sense of urgency in addressing and responding to customer issues.
• Excellent interpersonal and communication skills, with the ability to build relationships across diverse audiences.
• Adaptive listening skills, with the ability to translate layman issues to technical staff and vice versa.
• Thorough attention to detail and accuracy in all work performed.
• Ability to effectively multi-task and prioritize issues and requests in a dynamic environment.
• Ability to work independently with minimal supervision, while also thriving and collaborating within a dynamic team environment with limited structure.
• Understanding of the Workers’ Compensation and/or Group Health Insurance industry.
• Experience with X-12 File formats is a plus.
• Experience working in an online customer service ticketing system (such as Zendesk) for email and phone inquiries is a plus.
• Bi-lingual (Spanish) is a plus.

Skills and Competencies for Success

At arenaflex, we believe the right combination of technical know-how and people skills drives exceptional customer experiences. The ideal candidate will demonstrate a strong customer-first mindset, the ability to remain composed under pressure, and a continuous improvement attitude. You will excel at translating complex technical concepts into clear, accessible language for non-technical stakeholders, and you will bring a natural curiosity to every issue you encounter. Strong organizational skills, emotional intelligence, and the ability to navigate ambiguity are essential for success in this role.

Career Growth and Learning Opportunities

Joining arenaflex means becoming part of a forward-thinking organization that invests in its people. We offer comprehensive onboarding, ongoing training, and clear pathways for career advancement within our Client Support Division and beyond. As you deepen your expertise in medical billing, electronic transaction processing, and healthcare technology, you’ll have opportunities to grow into senior support roles, team leadership positions, and specialized functions such as quality assurance, training, or operational analysis. We are committed to helping you build a long-term, rewarding career.

Work Environment and Company Culture

arenaflex fosters a collaborative, inclusive, and high-performance culture where every team member’s contributions are valued. Our remote-first approach empowers you to work from the comfort of your home while staying connected through regular team meetings, virtual social events, and transparent communication channels. We celebrate diversity, encourage innovation, and promote a healthy work-life balance. Whether you choose to work remotely or from our Concord, CA corporate office, you’ll be part of a supportive community dedicated to making a difference in healthcare technology.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package commensurate with experience, along with a comprehensive benefits program designed to support your health, well-being, and financial future. Benefits typically include medical, dental, and vision insurance; a 401(k) retirement savings plan; paid time off and holidays; and professional development opportunities. As a full-time, hourly/non-exempt position, you’ll enjoy predictable scheduling and the flexibility of remote work.

Position Details

• Location: Fully Remote (US) or Concord, CA corporate office
• Reports To: Client Support Supervisor
• Direct Reports: None
• Employment Type: Full Time, Hourly/Non-Exempt

How to Apply

If you are a motivated, customer-obsessed professional with a background in medical billing and a passion for delivering world-class support, we want to hear from you. Join arenaflex and become part of a team that is reshaping the future of healthcare transactions. Apply today and take the next step in your career with a company that truly values excellence, innovation, and people.