Experienced Remote Customer Service Advocate – Healthcare Benefits Support & Member Experience Specialist (National U.S. | Full-Time)

About arenaflex and the Opportunity Ahead

Are you passionate about helping people navigate the often-complex world of health care benefits? Do you thrive in a remote, fast-paced environment where every conversation makes a meaningful difference? arenaflex is looking for dedicated, empathetic, and resourceful professionals to join our team as Customer Service Advocates supporting members enrolled in our comprehensive health care benefit plans.

At arenaflex, we are reimagining the health care experience for millions of Americans. Our mission is to simplify the health care journey, create stronger and healthier communities, and break down the barriers that stand between people and the quality care they deserve. The work our Advocates do each day has a real, tangible impact — improving lives, easing confusion, and ensuring that members can access the care they need with confidence and clarity. When you join arenaflex, you become part of a movement to build a more responsive, affordable, and equitable health care system for tomorrow.

This is more than just a customer service job — it is a calling for those who want to combine compassion, problem-solving, and communication skills to advocate for others. If you are ready to do your life's best work while enjoying the freedom of a national remote position, this is your moment.

Position Overview

As a Customer Service Advocate at arenaflex, you will be the trusted single point of contact for members across their entire health care journey. You will primarily handle inbound calls, with additional responsibilities for outbound calls, inbound chats, and secure messaging. Your role is to listen actively, ask the right questions, and guide members toward the answers, resources, and resolutions they need.

You will assist members with a wide range of inquiries, including medical, pharmacy, dental, and vision benefits, plan eligibility questions, and medical claim resolution. You will also have the opportunity to promote health care literacy, connect members to community resources, and translate complex clinical or medical terminology into simple, easy-to-understand language. When challenges arise, you will advocate on behalf of our members, working to resolve complex benefit and claim issues with empathy and efficiency.

Key Responsibilities

• Actively listen to members and ask thoughtful, appropriate questions to fully understand their needs and concerns.
• Document member inquiries accurately across multiple systems while maintaining confidentiality and compliance standards.
• Assist members with detailed questions regarding medical, vision, dental, and pharmacy plan benefits.
• Provide clear and accurate information on plan and program eligibility.
• Investigate, research, and resolve medical claim inquiries using multiple databases, tools, and internal partnerships.
• Refer and enroll members into appropriate internal specialist programs based on their unique health care needs.
• Translate complex clinical, medical, and coding terminology into accessible, plain language that members can understand and act upon.
• Help members manage health care costs by guiding them through plan options, available programs, and benefit features.
• Adapt quickly to changes in process, policy, and guidelines at both site and enterprise levels.
• Educate members on the fundamentals of health care benefits, including how to maximize their coverage and access preventive care services.
• Connect members to valuable community services, support programs, and resources tailored to their specific circumstances.
• Consistently meet and exceed performance goals related to efficiency, call quality, customer satisfaction, first call resolution, schedule adherence, and attendance.

Essential Qualifications

• A minimum of 1+ year of experience in a customer service environment (call center, retail, hospitality, or related field).
• Must be at least 18 years of age or older.
• High school diploma or equivalent required; some college coursework or a degree is a plus.
• Ability to work a full-time schedule of 40 hours per week, Monday through Friday.
• Flexibility to work 8-hour shifts scheduled between the hours of 8:30 AM – 5:00 PM and 12:30 PM – 9:00 PM Central Standard Time (CST).
• Willingness to work occasional overtime as needed based on business demand.
• Reliable high-speed internet connection and a dedicated, secure home workspace separated from main living areas.
• Ability to keep all company-sensitive and member information secure at all times.

Preferred Qualifications

• 2+ years of customer service experience, ideally in a high-volume, metrics-driven environment.
• Prior experience working in a health care insurance, benefits operations, or related environment.
• Familiarity with medical terminology, insurance claims processing, or benefit plan structures.
• Bilingual or multilingual abilities are a strong plus and may qualify you for additional compensation opportunities.
• Previous remote work experience with demonstrated success in maintaining productivity and engagement from a home office.

Skills and Competencies for Success

At arenaflex, we know that exceptional customer service starts with exceptional people. The ideal candidate will demonstrate a strong mix of technical ability and human-centered skills, including:

• Active Listening: The ability to fully engage with members, understand their concerns, and respond with genuine care.
• Empathy and Sensitivity: A natural ability to connect with people from all walks of life, including those experiencing health challenges or difficult life circumstances.
• Patience and Resilience: The capacity to remain calm, composed, and solution-focused, even when handling complex or emotional conversations.
• Conflict Resolution: Skilled in de-escalating tense situations and finding mutually beneficial solutions.
• Agility and Flexibility: Comfortable adapting to changing priorities, new tools, evolving policies, and shifting business needs.
• Negotiation Skills: Confident in advocating for members while balancing business requirements.
• Cultural Sensitivity and Diversity Awareness: Committed to treating every member with respect, dignity, and inclusivity, including an understanding of disability awareness and accessibility needs.
• Effective Time and Resource Management: Able to balance multiple priorities, manage a high volume of interactions, and maintain quality across all touchpoints.
• Excellent Verbal and Written Communication: Clear, professional, and compassionate in both phone and written chat interactions.

Training and Onboarding

When you join arenaflex, your success is our priority from day one. We provide a comprehensive 6-week paid training program designed to set you up for long-term success. During training, you will learn our systems, processes, benefits structures, and customer service philosophy. Training hours are 8:00 AM to 4:30 PM CST and will be conducted virtually from your home office. Please note that paid time off is not available during the training period. Once training is complete, you will transition into your regular schedule.

Work Schedule and Environment

This is a full-time, 40-hour-per-week position, Monday through Friday. You will work 8-hour shifts within our operating hours of 8:30 AM – 5:00 PM and 12:30 PM – 9:00 PM CST. Occasional overtime may be required based on business needs. This is a 100% remote opportunity available to candidates living anywhere within the United States who can meet our telecommuter requirements, including a dedicated, secure workspace and a reliable high-speed internet connection.

Compensation, Perks, and Benefits

At arenaflex, we believe that taking care of our employees is just as important as taking care of our members. We offer a competitive compensation package along with a comprehensive benefits suite designed to support your health, well-being, and financial future. Benefits may include:

• Competitive hourly pay with opportunities for performance-based increases and incentives.
• Comprehensive medical, dental, and vision insurance plans.
• Paid time off (PTO), holidays, and personal days (available following the training period).
• 401(k) retirement plan with company match.
• Employee stock purchase program opportunities.
• Recognition and rewards programs that celebrate your contributions.
• Career development resources, mentorship, and pathways for advancement into senior Advocate, Team Lead, Quality Analyst, Training, and management roles.
• Wellness programs, mental health resources, and employee assistance programs.

Pay for residents of California, Colorado, Connecticut, Nevada, New Jersey, New York, Washington, and Rhode Island ranges from $16.00 to $31.44 per hour, depending on education, experience, certifications, and other factors. For all other U.S. locations, competitive hourly rates will be provided based on market and experience. All benefits are subject to eligibility requirements.

Why Choose arenaflex?

When you join arenaflex, you join a company that is committed to making a real difference — not just in the health care industry, but in the lives of real people every single day. We are proud to be an Equal Employment Opportunity and Affirmative Action employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

We believe that everyone — of every race, gender, sexuality, age, location, and income — deserves the opportunity to live their healthiest life. That belief is reflected in everything we do. We are also committed to mitigating our environmental impact and delivering equitable care that addresses health disparities and improves outcomes for all communities.

At arenaflex, you will find more than a job. You will find a purpose, a community, and a career path with room to grow.

Apply Today and Start Doing Your Life's Best Work

If you are ready to combine your customer service skills with meaningful, mission-driven work that improves lives across the country, we encourage you to apply now. Become a Customer Service Advocate at arenaflex and help us build a healthier, more equitable future — one conversation at a time. Your next chapter starts here. Join us today.