Lead Customer Solution Center Service Representative – Healthcare Member Services & Call Center Operations Lead

About arenaflex

Established in 1997, arenaflex Health Plan is an independent public agency created by the state of California to provide health coverage to low-income Los Angeles County residents. As the nation's largest publicly operated health plan, arenaflex proudly serves more than two million members, ensuring that every individual receives the right care, at the right place, and at the right time. Our mission is deeply rooted in a commitment to expanding access to quality health care for Los Angeles County's most vulnerable and low-income communities and residents, while also strengthening the safety net that makes that care possible.

At arenaflex, we believe that exceptional member experiences begin with exceptional people. Our Customer Solution Center is the heartbeat of that promise — the first voice our members hear, the steady hand they rely on when they need help navigating their health care journey, and the bridge between our communities and the providers who serve them. We are seeking a dedicated, service-driven leader to join our team and help shape the future of member service excellence.

Position Summary

The Lead Customer Solution Center Service Representative at arenaflex plays a pivotal leadership role within our Member Services Call Center. This position is responsible for developing a successful, cohesive, and high-performing service unit that consistently achieves departmental performance metrics while delivering an outstanding member experience. Reporting directly to Call Center Supervisors, the Lead will assist in the day-to-day supervision of Member Services Representatives by closely monitoring performance, providing coaching, mentoring, motivation, and counseling, and ensuring that the team provides optimal customer service that meets and exceeds department goals.

This role is responsible for the daily workflow of assigned staff, project leadership, and continuous process improvement. The Lead Customer Solution Center Service Representative is the go-to resource for escalated issues, complex project management, and team development — a true player-coach who balances operational oversight with hands-on service support.

Key Responsibilities

• Daily Team Leadership (40%): Provide direction, support, and oversight for the day-to-day activities of Member Services Representatives. Monitor staff performance, including attendance, productivity, and quality. Handle all questions and issues raised by staff, recommend process improvements, and prepare and analyze call center statistical reports. Monitor and adjust skill sets for consistency, ensure quantity and quality standards are met, and approve overtime as needed. Handle escalated calls and serve as backup support during peak call volumes. Ensure that all departmental policies, procedures, and standards are being met, in alignment with arenaflex's mission.
• Staff Training and Motivation (5%): Train and motivate staff, ensuring that appropriate service standards are developed and maintained. Lead the work of assigned staff, regularly assign and review the work of others, and provide guidance, training, and constructive feedback on performance to department management. Oversee daily office workflow and develop recommendations for process and procedure enhancements.
• Training and Performance Integration (5%): Partner with training staff to ensure training practices support staffing and performance standards. Take responsibility for identifying ongoing training needs, integrating training with performance expectations, and working closely with Supervisors to create or modify desktop procedures.
• Performance and Quality Standards (10%): Collaborate with management to review performance and quality standards on an ongoing basis, and assist with the development and implementation of incentive programs and motivational initiatives designed to achieve service excellence.
• Front-Line Feedback and Process Improvement (10%): Ensure that front-line service personnel are consistently capturing information and providing feedback to Supervisors that enables arenaflex to continuously improve its products and internal processes.
• Department Representation (5%): Represent the Department at meetings when requested. Assist the Supervisor with meeting preparation and provide necessary feedback as needed.
• HIPAA Compliance (10%): Ensure that the department remains compliant with HIPAA regulations related to protected health information (PHI), maintaining the highest standards of member privacy and data security.
• Attendance and Reliability (5%): Maintain attendance expectations in accordance with arenaflex policy.
• Other Duties (10%): Perform other duties as assigned, including contributing to special projects and initiatives that strengthen the Customer Solution Center.

Essential Qualifications

• Education (Required): High School Diploma or High School Equivalency Certificate.
• Education (Preferred): Associate's Degree in a related field.
• Experience (Required): A minimum of zero to two years of customer service experience, with at least six months to one year of lead-level experience in a health plan or healthcare customer service call center environment.
• Experience (Preferred): Prior experience working with disadvantaged populations, Covered California, and Cal MediConnect programs.

Required Skills and Competencies

• Direct knowledge of the line of business, including benefits, eligibility, and member services workflows.
• Solid understanding of medical terminology and healthcare insurance processes.
• Excellent written and verbal communication skills, with the ability to convey complex information clearly and compassionately.
• Strong analytical skills, with the ability to interpret data and translate it into actionable performance improvements.
• Demonstrated coaching, mentoring, and team-building capabilities.
• Proven ability to work effectively with diverse team members and members from a wide range of cultural and socioeconomic backgrounds.
• Strong troubleshooting and problem-resolution skills, with the ability to recommend effective alternative solutions and de-escalate interactions with irate callers while maintaining professionalism.
• Flexibility with scheduling, including the ability to work overtime and weekends as needed.
• Strong multitasking abilities, with the capacity to streamline day-to-day operations, policies, and procedures.
• Advanced PC skills, including proficiency in Microsoft Excel and Microsoft Access.

Preferred Skills

• Bilingual fluency in one of arenaflex's threshold languages, including English, Spanish, Chinese, Armenian, Arabic, Farsi, Khmer, Korean, Russian, Tagalog, or Vietnamese. Bilingual candidates are highly encouraged to apply.

Licenses and Certifications

• No specific licenses or certifications are required for this position, though relevant healthcare or customer service credentials are a plus.

Physical Requirements

• Light physical demand. This role is primarily performed in an office or call center environment and involves extended periods of sitting, computer use, and communication via phone and written channels.

What arenaflex Offers

At arenaflex, we know that our mission is only as strong as the people behind it. That's why we invest in our team members through a comprehensive benefits package and a supportive, mission-driven work environment.

• Competitive Compensation: The expected salary range for this position is $55,245.00 (minimum) to $69,045.00 (midpoint) to $82,867.00 (maximum), based on geography, experience, education, and market conditions. The range is subject to change.
• Paid Time Off (PTO): Generous paid time off to help you recharge and maintain a healthy work-life balance.
• Tuition Reimbursement: Financial support for continuing education and professional development.
• Retirement Plans: Robust retirement savings options to help you plan for the future.
• Medical, Dental, and Vision Coverage: Comprehensive health benefits for you and your family.
• Wellness Program: Access to wellness resources and programs designed to support your physical, mental, and emotional well-being.
• Volunteer Time Off (VTO): Paid time to give back to the communities we serve.

Career Growth and Development

Joining arenaflex means more than starting a job — it means building a career with purpose. The Lead Customer Solution Center Service Representative role provides a clear pathway to supervisory and management opportunities within the Member Services organization. Through hands-on leadership experience, exposure to complex project management, and ongoing mentorship from Call Center leadership, you'll develop the operational, analytical, and people-management skills that are foundational to long-term success at arenaflex. We are committed to promoting from within and providing team members with the resources, coaching, and stretch assignments they need to grow.

Our Culture

Working at arenaflex means being part of a team that is united by a shared commitment to health equity, member dignity, and community impact. We celebrate diversity in all its forms and strive to build a workplace where every voice is heard and valued. Our culture is collaborative, fast-paced, and deeply meaningful — because the work we do directly affects the lives of millions of Angelenos who rely on us for their health care. If you are passionate about service, thrive in a team-oriented environment, and want to make a tangible difference every single day, arenaflex is the place for you.

How to Apply

If you are a motivated, compassionate, and experienced customer service leader ready to take the next step in your career, we invite you to apply today. Bring your expertise, your empathy, and your drive to arenaflex, and help us deliver on our promise to provide access to quality health care for Los Angeles County's most vulnerable residents. Your leadership can make a measurable difference — one call, one member, one community at a time.