National Remote Healthcare Customer Advisor – Special Needs Family Support, Advocacy & Member Experience Specialist

About arenaflex – Transforming Health Care for Every Family

At arenaflex, we are on a mission to simplify the health‑care experience, build healthier communities, and break down barriers to quality care. Our work touches the lives of millions, and we are dedicated to creating a health system that is more responsive, affordable, and equitable. As a leader in the industry, arenaflex embraces innovation, compassion, and diversity, ensuring that every member—especially those with special needs—receives the support they deserve.

Why This Role Matters

Families navigating special‑needs health care face complex challenges: intricate benefits, billing questions, prior authorizations, appeals, and more. As a Healthcare Customer Advisor at arenaflex, you become the trusted ally who guides families through these hurdles, turning confusion into clarity and frustration into confidence. Your impact will be measured not only in resolved cases but in the lasting relationships you build with members and their loved ones.

Position Overview

This full‑time, remote position (40 hours/week, Monday‑Friday, 9:45 am – 6:15 pm CST) is based in our Family Engagement Center. You will work primarily via phone, but also engage through email, chat, and text to deliver compassionate, end‑to‑end support for members with special‑needs circumstances. The role includes an 18‑week paid training program, with a gradual shift from an 8 am – 4:30 pm CST schedule to the full‑time hours.

Key Responsibilities

• Holistic Family Support: Own the complete resolution of member issues, from initial contact through follow‑up, ensuring families receive the guidance they need.
• Member Advocacy: Serve as the primary point of contact for members, delivering empathetic assistance via phone, email, chat, and text.
• Relationship Building: Cultivate ongoing relationships with members and teammates, fostering trust and continuity of care.
• Independent Decision‑Making: Apply sound judgment and critical thinking to solve complex problems creatively and efficiently.
• Expectation Management: Set realistic expectations, follow through on commitments, and keep members informed throughout the process.
• Prioritization & Planning: Organize workload to meet established objectives, balancing urgent escalations with routine inquiries.
• Project Time Management: Track outreach and follow‑up activities to ensure timely completion of all member interactions.
• Outreach Initiatives: Conduct proactive outreach calls to members referred by executives and partner organizations.
• Documentation Accuracy: Maintain precise family counts and case notes within the documentation platform.
• Team Collaboration: Mentor peers, share best practices, and act as a resource for colleagues to strengthen the team environment.
• Resource Identification: Anticipate member needs and connect them with internal or external resources that add unexpected value.
• Referral Coordination: Determine appropriate referrals to other programs or services, leveraging technology guidance when needed.
• Member Experience Excellence: Deliver high‑quality interactions reflected in post‑contact surveys and member feedback.

Essential Qualifications

• High School Diploma / GED or equivalent work experience.
• Minimum 1 year of experience helping, resolving, or advocating on behalf of members or customers.
• Proficiency with Microsoft Office (Word, Excel, Outlook) and general computer literacy.
• Ability to work the required schedule (9:45 am – 6:15 pm CST) and occasional overtime as business needs dictate.
• Must be 18 years of age or older.

Preferred Qualifications & Experience

• 1 + year of experience with arenaflex platforms (formerly A4Me or Quick Assist) or similar tools.
• Background in claims processing or health‑care billing.
• Direct experience caring for children with special needs or supporting families in similar circumstances.
• Experience in a member‑focused health‑care environment.
• Service‑delivery experience in social services, caregiving, hospitality, social work, sales, or non‑profit sectors.

Core Skills & Competencies

• Empathy & Compassion: Deeply understand and resonate with the challenges families face.
• Active Listening: Capture details, emotions, and concerns to tailor solutions effectively.
• Critical Thinking: Analyze complex benefit terminology and translate it into clear, actionable language.
• Problem‑Solving: Prioritize tasks, think outside the box, and drive resolutions without extensive supervision.
• Communication: Strong written and verbal skills, able to convey information across diverse audiences.
• De‑Escalation Techniques: Calm distressed members, build trust, and guide conversations toward positive outcomes.
• Emotional Intelligence: Separate personal feelings from member frustrations, maintaining professionalism.
• Team Orientation: Collaborate, mentor, and contribute to a supportive team culture.
• Adaptability: Thrive in a fast‑paced environment with constant learning and change.
• Self‑Motivation: Operate as a self‑starter, comfortable navigating ambiguous situations.

Work Environment & Culture at arenaflex

arenaflex champions a flexible, remote‑first culture that values work‑life balance, continuous learning, and inclusive collaboration. Our remote employees enjoy:

• Dedicated home‑office setup guidelines to protect privacy and data security.
• Access to a high‑speed internet connection approved by arenaflex.
• Regular virtual team‑building events, mentorship programs, and knowledge‑sharing sessions.
• A supportive leadership team that provides clear direction, coaching, and growth pathways.
• An environment where diversity, equity, and inclusion are woven into every policy and practice.

Compensation, Perks & Benefits

While exact salary ranges vary by location, candidates in California, Colorado, Connecticut, Nevada, New Jersey, New York, Washington, and Rhode Island can expect an hourly range of $18.80 – $36.78, reflecting experience, education, and certifications. arenaflex also offers a comprehensive benefits package that may include:

• Medical, dental, and vision coverage.
• Retirement savings plans with company match (e.g., 401(k)).
• Equity stock purchase options.
• Paid time off, holidays, and flexible scheduling.
• Performance‑based incentives and recognition programs.
• Professional development resources, tuition reimbursement, and certification support.
• Employee assistance programs and wellness initiatives.

Career Growth & Development Opportunities

At arenaflex, your career trajectory is shaped by your ambition and the support you receive. As a Healthcare Customer Advisor, you can progress to:

• Senior Member Advocate or Team Lead roles.
• Specialized positions in claims adjudication, benefits analysis, or policy development.
• Cross‑functional opportunities in training, quality assurance, or product design.
• Leadership pathways within the broader member experience organization.

Continuous learning is embedded in our culture—regular webinars, certification courses, and mentorship circles ensure you stay at the forefront of health‑care trends and member‑service excellence.

Commitment to Diversity, Equity & Inclusion

arenaflex believes that a diverse workforce fuels innovation and better outcomes for the communities we serve. We are an Equal Employment Opportunity employer and welcome applicants of all backgrounds, regardless of race, color, religion, sex, gender identity, sexual orientation, age, disability, veteran status, or any other protected characteristic. Our inclusive policies create a healthier atmosphere for both employees and members.

Telecommuting Requirements

• Secure handling of all sensitive documents in accordance with arenaflex's Telecommuter Policy.
• A dedicated, private workspace separate from living areas.
• Reliable high‑speed internet meeting arenaflex standards.

Ready to Make a Difference?

If you are passionate about supporting families with special needs, thrive in a remote environment, and are eager to grow within a purpose‑driven organization, we want to hear from you. Join arenaflex and help shape the future of health care—one family at a time.

Apply Now – Start Your Journey with arenaflex!