Remote Per Diem Customer Service Associate – Health Plan Support & Member Experience at arenaflex

About arenaflex – Transforming Health Care Through Compassionate Service

arenaflex is a leading health‑plan organization dedicated to delivering high‑quality, affordable health coverage to Floridians. Our mission is to ensure every member experiences No Harm and exceptional care, whether they are navigating benefits, filing a claim, or simply seeking guidance on their coverage. As a remote‑first employer, arenaflex embraces flexible work arrangements, cutting‑edge technology, and a culture that celebrates diversity, continuous learning, and genuine teamwork. Join us and become part of a purpose‑driven community that puts members’ health and well‑being at the heart of everything we do.

Position Overview – Why This Role Matters

The Remote Per Diem Customer Service Associate is the frontline ambassador of arenaflex’s commitment to member satisfaction. Working from the comfort of your home, you will serve as a trusted liaison in our call center, handling inquiries, providing accurate information, and escalating issues that could impact a member’s experience. Success in this role is measured by your ability to blend empathy with efficiency, uphold the highest standards of confidentiality, and consistently meet key performance indicators such as average speed of answer, service level, and abandonment rate.

Key Responsibilities

Quality & No‑Harm Assurance

• Identify, document, and elevate any concerns that could affect a member’s health plan or the ability of arenaflex to serve them.
• Deliver accurate, courteous, and policy‑compliant service to every caller, ensuring adherence to departmental guidelines.
• Participate actively in ongoing training sessions, surveys, and departmental meetings to stay current on product updates and best practices.
• Maintain strict confidentiality at all times, following arenaflex’s privacy and security protocols.
• Contribute to departmental performance goals, including average speed of answer, service level, and abandonment rate.

Customer Experience Excellence

• Respond to member inquiries by researching, understanding, and documenting plan information related to:
  • Covered benefits and exclusions, including prescription drug coverage
  • Eligibility, enrollment, and disenrollment processes
  • Participating providers and network details
  • Claims payments and processing timelines
  • Authorization procedures
  • Premium billing and payment options
  • Plan guidelines and member responsibilities
• Provide compassionate, knowledgeable assistance that reflects arenaflex’s reputation as a skilled health‑care professional.
• Handle inbound sales inquiries from prospective members, delivering basic information and smoothly transferring qualified leads to licensed sales agents for closure.
• Assist walk‑in members (when applicable) with timely and efficient service, ensuring a seamless experience across all touchpoints.

Stewardship & Performance Management

• Meet and exceed individual call‑center performance standards set by management, including call handling time, quality scores, and adherence to schedule.
• Proactively identify trends or recurring issues and collaborate with cross‑functional teams to develop solutions that improve overall member experience.
• Participate in special projects, process improvement initiatives, and pilot programs as directed by leadership.

Essential Qualifications

• High school diploma, GED, or equivalent; some college coursework preferred.
• Minimum of one year of experience in a call‑center or customer‑service environment, preferably within health‑care or insurance.
• Ability to work assigned shifts, including occasional overtime, to meet business needs.
• Exceptional multitasking skills: comfortably talk and type simultaneously while navigating multiple screens and applications.
• Typing speed of at least 45 words per minute with a high degree of accuracy.
• Intermediate to advanced proficiency with Microsoft Office Suite (Word, Excel, Outlook) and web‑based CRM tools.
• Bi‑lingual candidates must demonstrate fluency in both Spanish and English (reading, writing, and speaking).
• Successful completion of arenaflex’s bilingual/medical interpretation certification test (provided by arenaflex).

Preferred Skills & Competencies

• Strong verbal, interpersonal, and written communication abilities, with a focus on active listening and clear articulation.
• Proven telephone etiquette and customer‑service techniques, including empathy, patience, and problem‑solving.
• Basic math and analytical skills to interpret benefit details, claim amounts, and billing information.
• Critical‑thinking capacity to define issues, assess risks, and propose actionable outcomes.
• Self‑motivation, initiative, and accountability to thrive in a remote, performance‑driven environment.
• Excellent organizational, prioritization, and time‑management skills to handle multiple tasks under tight deadlines.
• Team‑oriented mindset with the ability to collaborate respectfully with colleagues, supervisors, and cross‑functional partners.
• Demonstrated reliability with a strong attendance record and flexibility to adapt to schedule changes.

Physical & Mental Demands

Physical Requirements

• Ability to sit for extended periods while viewing a computer screen.
• Capability to operate a headset, keyboard, and mouse for prolonged durations.

Mental Requirements

• Resilience to work effectively in a fast‑paced, sometimes stressful environment.
• High level of motivation, initiative, and personal accountability.
• Ability to maintain composure, professionalism, and empathy during challenging member interactions.

Career Growth & Development Opportunities

arenaflex invests heavily in the professional development of its remote workforce. As a Customer Service Associate, you will have access to:

• Comprehensive onboarding and continuous training programs that cover health‑plan products, regulatory updates, and advanced communication techniques.
• Mentorship from seasoned supervisors and subject‑matter experts who can guide you toward leadership roles.
• Opportunities to transition into specialized positions such as Member Services Specialist, Claims Analyst, or Sales Support Coordinator.
• Eligibility for internal certification programs, including advanced bilingual interpretation, quality assurance, and process‑improvement tracks.
• Regular performance reviews that identify skill gaps and create personalized development plans.

Compensation, Perks & Benefits

While this role is per‑diem and remote, arenaflex offers a competitive hourly rate that reflects your experience and performance. Additional benefits include:

• Flexible scheduling that allows you to balance work with personal commitments.
• Access to a robust health‑care stipend for eligible members, supporting your own wellness.
• Professional development allowance for courses, certifications, or conferences.
• Technology stipend to ensure you have a reliable home office setup (computer, headset, high‑speed internet).
• Employee assistance program (EAP) offering counseling, legal, and financial resources.
• Recognition programs that celebrate outstanding service, teamwork, and innovation.

Work Environment & Culture at arenaflex

arenaflex fosters an inclusive, collaborative, and mission‑driven culture. Even though you will be working from home, you will remain an integral part of a vibrant community that values:

• Diversity & Inclusion: A workforce that reflects the communities we serve, with respect for all backgrounds, identities, and perspectives.
• Team Connection: Regular virtual huddles, town‑hall meetings, and social events that keep remote employees engaged and informed.
• Innovation: Encouragement to share ideas that improve member experience, streamline processes, and enhance technology utilization.
• Well‑Being: Programs that promote mental health, work‑life balance, and physical wellness.
• Integrity: A steadfast commitment to ethical practices, data security, and compliance with health‑care regulations.

How to Apply

If you are passionate about helping members navigate their health‑plan benefits, thrive in a remote environment, and are eager to contribute to arenaflex’s mission of delivering safe, high‑quality care, we want to hear from you. Click the link below to submit your application and begin your journey with arenaflex.

Apply Now – Join arenaflex Today!

Closing Statement

arenaflex believes that every interaction is an opportunity to make a positive impact on a member’s health journey. As a Remote Per Diem Customer Service Associate, you will play a pivotal role in upholding that promise. Bring your dedication, communication skills, and enthusiasm for service, and together we will continue to set the standard for excellence in health‑plan member support.