Customer Service Representative – Member Advocacy & Medicaid Support Specialist (Princeton, NJ | Remote Hybrid)

Join arenaflex and Bring Compassion to Every Member Interaction

At arenaflex, we believe that every conversation is an opportunity to make a meaningful difference in someone's life. As a forward-thinking organization committed to delivering exceptional, human-centered service to healthcare members and providers, we are expanding our Member Service team in the Princeton, New Jersey area. We are looking for empathetic, driven, and detail-oriented professionals who are passionate about helping others navigate the complex world of health benefits.

This isn't just a customer service job — it's a member advocacy role where your voice, your patience, and your problem-solving skills will directly impact the well-being of Medicaid members and the providers who serve them. If you thrive in a fast-paced, remote-capable environment and find purpose in turning complex inquiries into clear, compassionate answers, this opportunity was built for you.

Position Overview

As a Member Service Representative at arenaflex, you will be the first point of contact for Tasklance Medicaid members and healthcare providers calling in for assistance. Your primary mission is to deliver an outstanding service experience with every call, ensuring that each interaction leaves the caller feeling heard, informed, and supported. You will handle a wide range of inquiries, from eligibility and benefits questions to provider changes, prior authorization requirements, and ID card requests.

This is a remote-based position, but candidates must live within 50 miles of Princeton, NJ. During the initial six weeks of training, you will work a consistent schedule of 8:30 AM to 5:00 PM EST, Monday through Friday. Upon successful completion of training, you will transition to the same production schedule. On rare occasions when technical disruptions prevent remote work, you will be expected to report to the arenaflex office in Princeton, NJ.

Key Responsibilities

• Answer a high volume of inbound calls from Medicaid members and healthcare providers in a professional, courteous, and timely manner.
• Respond to inquiries regarding benefits coverage, eligibility status, service availability, prior authorization requirements, and additional wellness programs.
• Process requests for ID cards, provider changes, and other routine account updates with accuracy and efficiency.
• Document all member and provider interactions thoroughly in the appropriate systems, ensuring compliance with regulatory and organizational standards.
• Navigate multiple databases and platforms simultaneously to research, verify, and resolve caller concerns.
• Identify opportunities to educate members on available programs, extra benefits, and resources that may enhance their healthcare experience.
• Escalate complex or sensitive issues to the appropriate internal teams while maintaining ownership of the member relationship.
• Meet or exceed key performance metrics, including call quality standards, attendance requirements, average handling time, and member satisfaction scores.
• Maintain strict confidentiality of all protected health information (PHI) in accordance with HIPAA regulations and arenaflex policies.
• Stay current on evolving Medicaid policies, plan updates, and internal procedures through ongoing training and self-directed learning.

Essential Requirements

• Location: Must reside within 50 miles of Princeton, NJ, and be able to commute to the office in the event of prolonged technical difficulties.
• Connectivity: Must have reliable high-speed internet service delivered via a wired ethernet connection. Wireless (Wi-Fi) connectivity is not permitted for this role.
• Communication Skills: Excellent verbal and written communication skills, with the ability to explain complex information clearly and compassionately to a diverse audience.
• Self-Sufficiency: Proven ability to work independently from a home office, manage time effectively, and maintain productivity without direct supervision.
• Performance Mindset: Demonstrated ability to meet attendance requirements, call quality goals, and productivity benchmarks consistently.
• Technical Comfort: Comfort navigating multiple computer applications, dual monitors, and proprietary CRM systems simultaneously.
• Education: High school diploma or equivalent GED required.

Preferred Qualifications

• Prior experience working remotely in a call center or customer service environment.
• Familiarity with Medicaid and/or Medicare programs, eligibility systems, and benefits administration.
• Experience in a healthcare, insurance, or member services setting.
• Bilingual or multilingual capabilities are a strong plus.
• Previous use of contact center platforms such as Genesys, Five9, or similar telephony systems.

What Success Looks Like at arenaflex

At arenaflex, success is measured not just in numbers, but in the moments of clarity and reassurance you provide to every caller. We celebrate team members who consistently demonstrate empathy, accuracy, and accountability. Our top performers are those who approach every call as an opportunity to advocate for the member, asking the right questions, listening actively, and following through until the issue is resolved.

In your first 30 days, you will complete a structured, paid training program that equips you with the systems knowledge, regulatory understanding, and communication techniques needed to excel. By day 90, you will be fully independent on the phones, confidently handling a full spectrum of member and provider inquiries. Within your first year, you'll have the opportunity to explore career pathways in areas such as quality assurance, training, leadership, and specialized case management.

Skills and Competencies We Value

• Active Listening: The ability to fully understand a caller's needs before responding.
• Empathy and Patience: A genuine desire to help, especially with members who may be frustrated, confused, or in vulnerable situations.
• Critical Thinking: Skill in assessing inquiries, identifying root causes, and determining the best course of action.
• Adaptability: Comfort with changing policies, evolving technology, and shifting priorities.
• Resilience: The ability to maintain composure and positivity throughout a demanding call schedule.
• Attention to Detail: Precision in documentation, data entry, and compliance-sensitive processes.
• Team Collaboration: A willingness to support peers, share knowledge, and contribute to a positive team culture.

Work Environment and Company Culture

arenaflex is more than a workplace — it is a community built on a shared commitment to service excellence and human connection. We foster a culture where every team member feels valued, supported, and empowered to bring their authentic self to work. Our leadership team is approachable, transparent, and deeply invested in the growth and well-being of every employee.

We understand the unique challenges of remote work, which is why we provide comprehensive onboarding, ongoing coaching, regular check-ins, and a robust peer support network. You'll never feel like you're navigating your career alone. arenaflex also embraces diversity, equity, and inclusion as core operating principles, and we actively seek to build a workforce that reflects the communities we serve.

Our Princeton-area team enjoys a hybrid flexibility model that combines the autonomy of remote work with the connection of occasional in-person collaboration. We provide all necessary equipment, including a computer, monitor, and headset, so you can focus on what you do best — delivering exceptional member experiences.

Compensation and Benefits

arenaflex offers a competitive hourly pay structure designed to recognize your skills, experience, and contributions. The typical pay range for this role is $17.00 to $34.15 per hour, with the actual offer based on factors such as prior experience, education, and location. In addition to a competitive base rate, eligible employees enjoy a comprehensive benefits package, which includes:

• Medical, dental, and vision insurance coverage
• 401(k) retirement savings plan with company match eligibility
• Employee Stock Purchase Plan (ESPP) for eligible employees
• Fully paid term life insurance for eligible employees
• Short-term and long-term disability coverage
• Wellness programs and mental health resources
• Tuition assistance and access to free professional development courses
• Generous Paid Time Off (PTO) and paid holidays
• Employee discount programs with participating partners

Time-off benefits and holiday schedules are provided consistent with applicable state regulations and arenaflex policies, ensuring you have the support you need to rest, recharge, and maintain a healthy work-life balance.

Equal Employment Opportunity

arenaflex is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace where all qualified applicants receive consideration for employment. Qualified applicants with arrest or conviction records will be considered in accordance with all federal, state, and local laws. We make employment decisions based on qualifications, merit, and business need — never on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other protected characteristic.

How to Apply

If you are a motivated, member-focused professional ready to launch or grow your career in healthcare customer service, we encourage you to apply today. The anticipated application window will close on October 25, 2024, so we recommend submitting your application promptly to ensure full consideration.

Bring your heart, your skills, and your commitment to service — and join arenaflex, where every call is a chance to make healthcare more personal, more accessible, and more human. We look forward to welcoming you to our team.