Evening Customer Care Associate – Healthcare Member Services & Navigation (Remote – Full‑Time, Evening Shift)

About arenaflex

arenaflex is a national leader in health advocacy, navigation, and integrated benefits solutions. For more than two decades, we have empowered millions of members to confidently manage their health journeys, from routine medical questions to complex care coordination. Our mission‑driven culture blends compassionate, expert support with cutting‑edge data analytics and a proprietary technology platform, creating a seamless experience that makes healthcare easier for everyone.

Why Join arenaflex?

At arenaflex, you will be part of an award‑winning team that truly makes a difference every day. Our associates are celebrated for their dedication to helping members navigate the often‑confusing healthcare system. We invest heavily in your growth, offering comprehensive training, mentorship from seasoned supervisors, and clear pathways for internal promotion. If you thrive in a supportive, collaborative environment where your contributions are recognized and rewarded, arenaflex is the place to build a lasting career.

Position Overview

The Evening Customer Care Associate is a remote, full‑time role focused on delivering exceptional service to members during our evening hours. You will serve as a trusted guide, answering inbound calls, resolving healthcare‑related inquiries, and ensuring each interaction complies with federal regulations such as HIPAA and COBRA. Your ability to build rapport quickly, assess member needs, and connect them with the right resources will directly impact member satisfaction and overall health outcomes.

Key Responsibilities

• Member Interaction: Answer a high volume of inbound calls, develop immediate rapport, and guide members through benefit options, coverage details, and care‑coordination processes.
• Issue Resolution: Identify the root cause of each member’s question, determine the appropriate resolution, and execute it efficiently while adhering to arenaflex policies.
• Call Triage & Routing: Process calls in designated queues (e.g., triage, biometric, pharmacy) and transfer out‑of‑scope inquiries to the correct internal or external resources.
• Data Management: Accurately collect, verify, and update demographic and health‑related information in arenaflex’s member management system.
• Follow‑Up Coordination: Conduct timely follow‑ups with members, providers, insurance carriers, and vendors to ensure issues are fully resolved.
• Compliance Assurance: Maintain strict adherence to departmental policies, federal regulations (HIPAA, COBRA), and quality standards throughout every interaction.
• Research & Documentation: Investigate routine program quality issues, document findings, and track trends to support continuous improvement initiatives.
• Team Collaboration: Work closely with fellow associates, supervisors, and cross‑functional teams to meet service level agreements and achieve collective goals.
• Escalation Management: Recognize situations beyond your authority and promptly escalate to supervisors to protect member experience and service integrity.

Essential Qualifications

• High School Diploma or GED required; an Associate’s degree in Business Administration, Liberal Arts, Healthcare, or a related field is preferred.
• Minimum of one (1) year of customer service experience, preferably in a healthcare or insurance environment.
• Proficiency with Microsoft Word and Excel; ability to quickly learn arenaflex’s proprietary software platforms.
• Strong verbal and written communication skills, with the ability to convey complex information in a clear, empathetic manner.
• Demonstrated ability to maintain focus during repetitive, sedentary work while delivering high‑quality service.
• Basic understanding of federal health privacy regulations (HIPAA, COBRA) and a commitment to upholding them.
• Successful completion of job‑related testing and standardized interview processes.

Preferred Qualifications & Skills

• Experience with health‑care navigation, benefits administration, or medical claims processing.
• Familiarity with call‑center metrics such as Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT) scores.
• Ability to multitask effectively—balancing call handling, data entry, and follow‑up activities without sacrificing accuracy.
• Strong problem‑solving mindset; proactive in identifying patterns and suggesting process improvements.
• Empathy and patience when dealing with stressed or vulnerable members, especially during urgent health situations.
• Flexibility to work varied evening shift schedules within the 8:00 am – 10:00 pm EST window, including occasional overtime as business needs dictate.

Skills & Competencies for Success

• Active Listening: Fully understand member concerns before responding, ensuring accurate issue identification.
• Effective Communication: Articulate complex benefit information in plain language, fostering trust and confidence.
• Attention to Detail: Precisely capture member data and follow procedural steps to avoid compliance breaches.
• Time Management: Prioritize tasks, manage call queues, and meet performance targets consistently.
• Team Orientation: Contribute to a collaborative environment, sharing knowledge and supporting peers.
• Technology Savvy: Navigate multiple software applications simultaneously, adapting quickly to system updates.
• Resilience: Maintain composure under pressure, especially when handling high‑volume periods or emotionally charged calls.

Career Growth & Learning Opportunities

arenaflex is committed to your professional development. As an Evening Customer Care Associate, you will have access to:

• Comprehensive onboarding and ongoing training programs covering healthcare navigation, compliance, and advanced communication techniques.
• Mentorship from senior advocates who have risen through the ranks, providing guidance on career pathways within arenaflex.
• Opportunities to specialize in areas such as claims adjudication, provider relations, or health‑wellness program coordination.
• Eligibility for internal promotions to Team Lead, Quality Assurance Analyst, or Operations Supervisor roles based on performance and ambition.
• Support for certifications (e.g., Certified Patient Advocate, Certified Call Center Professional) through tuition assistance and study resources.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to support your health, financial security, and work‑life balance:

• Base Pay: Starting at $18.00 per hour, with performance‑based incentives and regular salary reviews.
• Health Coverage: Robust medical, dental, and vision plans with low employee contributions.
• Retirement Savings: 401(k) plan featuring a company match to help you build long‑term wealth.
• Paid Time Off: Generous PTO accrual, paid holidays, and flexible scheduling to accommodate personal needs.
• Wellness Programs: Access to employee assistance programs, mental‑health resources, and wellness challenges.
• Remote Work Support: All necessary equipment (computer, headset, ergonomic accessories) provided at no cost to you.
• Learning & Development: Tuition reimbursement for continued education and a library of online courses.
• Recognition & Awards: arenaflex’s culture celebrates excellence—our team has earned multiple Stevie® Awards, National Customer Service Association All‑Stars recognitions, and Best in Biz accolades.

Work Environment & Culture at arenaflex

Our remote workforce enjoys a collaborative, inclusive atmosphere that mirrors the supportive vibe of a physical office. Key cultural pillars include:

• Member‑First Mindset: Every decision is guided by the goal of improving member health outcomes.
• Continuous Improvement: We encourage innovative thinking and regularly solicit frontline feedback to refine processes.
• Diversity & Inclusion: arenaflex values diverse perspectives and is an equal‑opportunity employer, fostering a workplace where all voices are heard.
• Team Spirit: Virtual coffee chats, recognition ceremonies, and community service initiatives keep our associates connected.
• Work‑Life Harmony: Flexible evening shift options allow you to balance personal commitments while contributing to a vital mission.

Application Process & Next Steps

If you are ready to join a purpose‑driven organization that values empathy, expertise, and excellence, we invite you to apply today. Follow these steps:

1. Prepare an updated resume highlighting relevant customer‑service and healthcare experience.
2. Craft a concise cover letter that explains why you are passionate about member advocacy and how your skills align with the Evening Customer Care Associate role.
3. Submit your application through the arenaflex careers portal using the link below.
4. Upon receipt, our recruiting team will review your qualifications and contact you to schedule a virtual interview.

We look forward to welcoming you to the arenaflex family, where your dedication will help members navigate their health journeys with confidence and care.

Ready to Make an Impact?

Take the first step toward a rewarding career with arenaflex. Apply Now and become part of a team that transforms lives every day.