Customer Service Representative – Member & Provider Support for Medicaid & Medicare Programs (Remote/Hybrid) – arenaflex

About arenaflex – Putting Heart Into Health Care

At arenaflex, we believe that health care is more than a service – it’s a promise to every individual, family, and community we touch. Our purpose, “Bringing our heart to every moment of your health,” drives a culture where compassion meets innovation, and where each employee is empowered to make a tangible difference. As a leader in the health‑care ecosystem, arenaflex delivers personalized, convenient, and affordable solutions to millions of members across the United States, with a special focus on Medicaid and Medicare beneficiaries.

Our Heart At Work Behaviors™ reinforce this mission, encouraging every team member to act with empathy, integrity, and a relentless drive for excellence. Whether you’re speaking with a member who needs clarification on benefits or assisting a provider with eligibility questions, you’ll be at the front line of a transformative experience that puts people first.

Position Overview

The Customer Service Representative role is a critical point of contact for arenaflex’s Medicaid and Medicare members and their health‑care providers. You will deliver high‑quality, inbound telephone assistance, handling inquiries ranging from eligibility verification to provider updates and ID‑card requests. This position offers a blend of remote work flexibility and on‑site collaboration in Linthicum, MD, ensuring you have the resources and support needed to thrive.

Key Details

• Location: Must reside within 50 miles of Linthicum, MD (remote work possible with occasional office visits).
• Training Schedule (First 6 weeks): Monday – Friday, 8:30 AM – 5:00 PM EST.
• Production Schedule (Post‑Training): Monday – Friday, 8:30 AM – 5:00 PM EST.
• Equipment & Training: arenaflex provides all necessary hardware, software, and comprehensive onboarding.

Core Responsibilities

As a Member Service Representative, you will be the voice of arenaflex, ensuring each interaction is courteous, accurate, and solution‑focused. Your daily duties will include, but are not limited to:

• Answering inbound calls from members and health‑care providers with professionalism and empathy.
• Providing clear information on benefits, eligibility, prior authorizations, and supplemental programs.
• Processing provider change requests, updating member records, and issuing ID cards as needed.
• Maintaining strict adherence to privacy and security protocols, including the use of a wired Ethernet connection (Wi‑Fi is not permitted for security reasons).
• Documenting each call accurately in arenaflex’s CRM system, ensuring data integrity and compliance with regulatory standards.
• Meeting or exceeding performance metrics such as average handle time, first‑call resolution, and quality assurance scores.
• Collaborating with cross‑functional teams—such as claims, enrollment, and IT—to resolve complex member issues.
• Participating in ongoing training sessions, coaching calls, and knowledge‑share forums to continuously improve service delivery.

Required Qualifications

• Ability to commute to the Linthicum, MD office when technical issues prevent remote work.
• Exceptional verbal and written communication skills, with a talent for translating complex health‑care terminology into plain language.
• Demonstrated reliability in meeting attendance, performance, and call‑quality standards.
• Self‑motivation and the capacity to work independently from a home office, maintaining productivity without direct supervision.
• High‑speed internet access via Ethernet cable (no Wi‑Fi) to ensure secure and stable connectivity.

Preferred Qualifications

• Prior experience in a remote call‑center environment, especially within health‑care or insurance sectors.
• Familiarity with Medicaid and Medicare programs, including eligibility rules and provider networks.
• Experience using customer‑relationship management (CRM) platforms and ticketing systems.
• Basic knowledge of HIPAA regulations and data‑privacy best practices.

Education & Experience

A high school diploma or GED is required. While not mandatory, additional certifications in health‑care administration, customer service, or related fields are considered a strong advantage.

Compensation & Benefits

arenaflex offers a competitive hourly wage ranging from $17.00 to $31.30, reflective of experience, education, and geographic location. In addition to base pay, you will have access to a comprehensive benefits package that includes:

• Medical, dental, and vision coverage with multiple plan options.
• Eligibility for the arenaflex 401(k) retirement savings plan, featuring company matching contributions.
• Participation in an Employee Stock Purchase Plan (ESPP) for eligible employees.
• Fully‑paid term life insurance, short‑term disability, and long‑term disability coverage.
• Generous paid time off (PTO), vacation accrual, and paid holidays in accordance with state law and arenaflex policies.
• Well‑being programs, including mental‑health resources, fitness discounts, and wellness challenges.
• Education assistance, tuition reimbursement, and free development courses to support continuous learning.
• Employee discount at arenaflex retail locations and partner programs.

Work Environment & Culture

arenaflex fosters a collaborative, inclusive, and forward‑thinking environment. Whether you are working from home or in the Linthicum office, you will be part of a supportive community that values:

• Empathy: Understanding the unique challenges faced by Medicaid and Medicare members.
• Innovation: Leveraging technology to streamline processes and improve member experiences.
• Growth: Access to mentorship, career‑pathing tools, and internal mobility opportunities.
• Diversity & Inclusion: A workplace where every voice is heard and respected.

Career Development & Advancement

arenaflex is committed to your professional growth. As you master the core responsibilities of this role, you may explore pathways such as:

• Senior Member Services Specialist – handling escalated cases and complex provider relationships.
• Team Lead or Supervisor – guiding a group of representatives, coaching performance, and shaping service standards.
• Quality Assurance Analyst – focusing on call‑quality metrics, compliance, and continuous improvement initiatives.
• Training & Development Coordinator – designing onboarding programs and ongoing skill‑building workshops.
• Operations Analyst – analyzing call‑center data to drive efficiency and strategic decision‑making.

Each of these tracks is supported by arenaflex’s robust learning platform, tuition assistance programs, and a culture that celebrates internal promotions.

Application Process & Next Steps

If you are passionate about delivering compassionate, accurate, and timely support to health‑care members, we invite you to join arenaflex’s mission‑driven team. To apply, click the link below, submit your resume, and complete the brief questionnaire. Our recruiting team will review your application and reach out to qualified candidates for a virtual interview.

Apply Now – Become a Voice of Care at arenaflex

Closing Statement

At arenaflex, your work matters. Every call you answer, every question you clarify, and every problem you solve contributes to a healthier, more empowered community. Join us, bring your heart to the role, and help shape the future of health‑care delivery.