Experienced Bilingual Outbound Customer Service Advocate II – Provider & Member Engagement Specialist (Spanish/English)

Transform Healthcare Communication as an Outbound Customer Service Advocate II at arenaflex

Are you a passionate, service-driven professional who thrives on making meaningful connections over the phone? Do you find deep satisfaction in helping people navigate complex healthcare questions and emerging with confidence? If so, arenaflex invites you to bring your voice, empathy, and bilingual talents to a role that directly impacts the lives of more than 28 million members nationwide.

As an Outbound Customer Service Advocate II at arenaflex, you will become an essential bridge between our members, healthcare providers, and the broader customer care ecosystem. This is more than a contact center position — it is a chance to educate, inform, and empower individuals across diverse communities while growing professionally within a forward-thinking, nationally recognized organization that champions workplace flexibility and continuous learning.

Working scheduled shifts of Monday through Friday, 10:30 AM to 7:00 PM CST, you will operate in a supportive remote or hybrid environment that values both individual initiative and team collaboration. Bilingual fluency in Spanish and English is strongly preferred, as it dramatically enhances the experience we deliver to our vibrant and growing Spanish-speaking member base.

Position Overview

The Outbound Customer Service Advocate II plays a critical role in arenaflex's customer experience strategy. Rather than passively answering inbound questions, you will proactively reach out to members and providers to deliver timely, accurate, and highly personalized support. Your mission is to ensure that every interaction strengthens trust, resolves concerns, and promotes informed decision-making.

You will represent the voice of arenaflex — a diversified, national organization committed to delivering accessible, high-quality healthcare services. By facilitating outbound calls, you will keep providers and members updated on the latest product enhancements, policy changes, awareness campaigns, and quality initiatives. When complex situations arise, you will serve as the front-line expert, escalating when necessary to ensure no member or provider is left without a clear path forward.

Key Responsibilities

• Proactive Outreach & Education: Initiate outbound calls to members and providers for educational and informational purposes, helping them understand new products, policy updates, benefits, and procedural changes that affect their care or service delivery.
• First-Line Issue Resolution: Serve as the primary point of contact for a wide variety of member and provider inquiries, requests, and concerns, delivering solutions with empathy, clarity, and professionalism.
• Escalation Management: Recognize when an issue requires additional expertise or intervention, and escalate calls promptly to senior team members or specialized departments to ensure resolution.
• Campaign Support & Awareness: Assist in sharing product awareness campaigns, policy change announcements, directory audits, monthly provider satisfaction surveys, and basic claims-related outreach initiatives.
• Performance & Quality Standards: Consistently meet or exceed established contact center metrics, including call quality, accuracy, productivity, and member/provider satisfaction targets.
• Continuous Knowledge Expansion: Build deep expertise on your primary market and plan, with opportunities to expand coverage across additional markets and benefit plans — including minor research into benefits eligibility and plan nuances.
• Accurate Documentation: Capture detailed information in Customer Relationship Management (CRM) systems, including demographics, call summaries, communication history, and outcome notes for quality tracking and performance analytics.
• Compliance & Policy Adherence: Stay current with all quality standards, regulatory requirements, and internal policies to ensure every interaction is consistent, compliant, and aligned with arenaflex's commitment to excellence.
• Cross-Functional Collaboration: Partner with internal teams to share member and provider feedback, contributing to continuous improvement initiatives across the customer service organization.
• Additional Duties: Perform other responsibilities as assigned, always maintaining the highest standards of service and integrity.

Essential Qualifications

• Educational Foundation: High School diploma or GED equivalent is required.
• Relevant Experience: Minimum of 1–2 years of related customer service experience, preferably within a contact center, healthcare, or membership-based organization.
• Technical & Vocational Training: Vocational or technical education is welcomed and may include additional on-the-job training or continuous learning modules to support your growth.
• Bilingual Communication: Fluency in Spanish and English is strongly preferred, allowing you to serve a broader member population with cultural and linguistic competence.
• Contact Center Familiarity: Prior experience in a contact center environment is highly valued and will help you ramp quickly in this role.

Preferred Skills & Competencies

• Exceptional Verbal Communication: Clear, articulate, and empathetic phone presence with the ability to explain complex information in simple, accessible terms.
• Active Listening: Genuine ability to hear, understand, and respond to the underlying needs of members and providers — not just their surface-level questions.
• Problem-Solving Mindset: Resourceful approach to identifying issues, evaluating options, and delivering solutions efficiently.
• Emotional Intelligence: Patience, composure, and cultural sensitivity when navigating emotionally charged or sensitive conversations.
• Tech Fluency: Comfortable navigating CRM platforms, call center software, and digital documentation tools with accuracy and speed.
• Time Management: Ability to manage call volume, documentation, and follow-up tasks within structured performance metrics.
• Adaptability: Eagerness to learn new markets, plans, and products as the organization evolves.
• Team Orientation: Collaborative spirit and willingness to support peers, share knowledge, and contribute to a positive team culture.

Career Growth & Learning Opportunities at arenaflex

At arenaflex, we believe that customer service professionals are the heartbeat of our organization — and we invest in their futures accordingly. When you join our team, you gain access to:

• Structured onboarding and continuous training programs designed to deepen your expertise in healthcare, member services, and provider relations.
• Clear pathways for advancement into senior advocate, quality assurance, training, leadership, and specialized analytical roles.
• Tuition reimbursement programs to support your pursuit of higher education, certifications, and vocational credentials.
• Mentorship opportunities and cross-departmental exposure to help you discover and pursue your long-term career interests.
• A culture that promotes from within and recognizes outstanding performance through promotions, expanded responsibilities, and leadership development tracks.

Work Environment & Company Culture

arenaflex is proud to cultivate a workplace where flexibility, diversity, and inclusion are more than buzzwords — they are foundational principles. Our team members enjoy the freedom to work remotely, in hybrid arrangements, or from office locations, depending on the role and individual preference. We embrace a fresh perspective on workplace flexibility, empowering our advocates to perform at their best while balancing personal and professional priorities.

Our culture is rooted in respect, collaboration, and a shared commitment to improving lives. We celebrate the unique backgrounds, perspectives, and talents that each team member brings, and we actively foster an environment where every voice is heard and valued. Whether you are a seasoned contact center professional or looking to grow your career in healthcare customer service, you will find a welcoming community at arenaflex.

Compensation, Perks & Benefits

arenaflex offers a competitive hourly pay range of $17.17 to $26.97, with actual compensation adjusted based on your skills, experience, education, and other job-related factors permitted by law. In addition, our comprehensive benefits package includes:

• Health Insurance: Comprehensive medical, dental, and vision coverage options.
• Retirement Savings: 401(k) plan with company match, plus stock purchase plan opportunities.
• Paid Time Off: Generous PTO plus recognized holidays to help you recharge and maintain work-life balance.
• Tuition Reimbursement: Financial support for continuing education and professional development.
• Flexible Work Schedules: Remote, hybrid, field, and office-based work arrangements designed to support your lifestyle.
• Incentive Programs: Additional performance-based incentive opportunities may be available depending on role and business outcomes.

Equal Opportunity & Inclusion at arenaflex

arenaflex is an equal opportunity employer deeply committed to building a diverse workforce. We value the unique ways in which our team members are different — in background, perspective, experience, and identity — because we believe that diversity drives innovation and better outcomes for the communities we serve. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by applicable law.

Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act, in alignment with our fair hiring practices.

Your Next Chapter Starts Here

If you are a motivated, bilingual customer service professional seeking a role where your communication skills, empathy, and dedication create real impact, arenaflex wants to hear from you. Bring your passion for service, your hunger for growth, and your commitment to excellence — and help us transform the way members and providers experience healthcare every single day.

Apply today and join arenaflex, where every conversation counts and every advocate makes a difference.