Senior Bilingual Customer Service Representative – OneCare Member & Provider Support (Full‑Office, Mission‑Driven Healthcare)

About arenaflex – Transforming Community Health

arenaflex is the largest health plan serving millions of residents across a vibrant region, dedicated to delivering compassionate, high‑quality care to every member. Guided by the motto “Better. Together.”, arenaflex blends public‑sector stewardship with innovative health solutions, fostering a culture where dignity, respect, and inclusion are at the core of everything we do. Our team of dedicated professionals works collaboratively to improve health outcomes, reduce barriers, and create a healthier future for the communities we serve.

Why This Role Matters

As a Senior Bilingual Customer Service Representative – OneCare, you will be the trusted voice for members and providers navigating the OneCare program. Your expertise will help resolve complex inquiries, guide members through eligibility and benefits, and ensure seamless coordination of health‑care and social services. This position is pivotal in upholding arenaflex’s commitment to member‑centered service, empathy, and operational excellence.

Key Responsibilities

• Serve as the senior point of contact for OneCare members and health‑care providers, handling inquiries related to eligibility, enrollment, claims, authorizations, and benefit interpretation.
• Provide accurate, compassionate assistance in both English and one of the designated threshold languages (Arabic, Chinese, Farsi, Korean, Russian, Spanish, Vietnamese).
• Act as a subject‑matter expert for the team, resolving complex challenges, answering uncommon questions, and sharing best practices.
• Document all member and provider interactions meticulously in internal systems, ensuring data integrity and compliance.
• Initiate and coordinate referrals to internal care‑management teams, external agencies, and community resources to address health‑care and social‑service needs.
• Maintain departmental productivity and quality standards, meeting or exceeding performance metrics.
• Collaborate with cross‑functional teams to support short‑ and long‑term departmental goals, contributing to continuous improvement initiatives.
• Participate in mission‑driven culture activities, promoting consistency, dignity, and accountability in every interaction.
• Complete additional projects and duties as assigned, demonstrating flexibility and a proactive mindset.

Essential Qualifications

• High school diploma or equivalent + minimum 2 years of customer or member service experience, including at least 1 year in a call‑center environment.
• Demonstrated bilingual proficiency in English and one of the specified threshold languages.
• Typing speed of 35 words per minute or faster.
• Strong interpersonal skills with the ability to build rapport with diverse stakeholders, including members, providers, and internal leadership.
• Excellent written and verbal communication skills; ability to convey complex information clearly and concisely.
• Proficiency with Microsoft Office Suite (Word, Outlook, Excel, PowerPoint) and experience using specialized health‑care software applications.
• Ability to work independently, exercise sound judgment, and manage multiple priorities in a fast‑paced environment.
• Flexibility to work evenings and weekends as needed to support mission‑critical events.

Preferred Qualifications

• Experience within a Health Maintenance Organization (HMO), Medi‑Cal/Medicaid, or other public health‑service settings.
• Familiarity with health‑care eligibility, enrollment, and benefits administration processes.
• Previous exposure to care‑coordination or social‑service referral workflows.
• Project‑management or process‑improvement training (e.g., Six Sigma, Lean).

Core Skills & Competencies

• Member‑Focused Service: Demonstrates empathy, patience, and a commitment to resolving member concerns promptly.
• Analytical Problem‑Solving: Identifies root causes, develops actionable solutions, and escalates when appropriate.
• Collaboration & Influence: Works effectively with internal teams, external agencies, and community partners to achieve shared goals.
• Technical Acumen: Navigates multiple software platforms, inputs data accurately, and generates reports as needed.
• Organizational Agility: Manages competing priorities, meets deadlines, and adapts to shifting workloads.
• Leadership Presence: Serves as a mentor to junior staff, modeling best practices and fostering a supportive learning environment.

Career Growth & Development Opportunities

arenaflex invests heavily in the professional development of its employees. In this role, you will have access to:

• Structured mentorship programs with senior leaders in health‑care operations.
• Continuing education courses, certifications, and workshops focused on health‑care policy, customer service excellence, and bilingual communication.
• Opportunities to transition into advanced roles such as Care Coordination Specialist, Member Services Team Lead, or Health‑Plan Operations Analyst.
• Cross‑departmental projects that broaden your skill set and increase visibility across the organization.

Work Environment & Culture at arenaflex

Our offices are modern, collaborative spaces designed to support both focused work and team interaction. Depending on assignment, you may work in:

• Central Office Locations: Indoor, climate‑controlled environments with ergonomic workstations.
• Community Outreach Sites: Opportunities to engage directly with members in the field, requiring occasional travel and outdoor work.
• Clinical Settings (PACE): Supporting frail and elderly populations in a compassionate, patient‑centered atmosphere.

arenaflex promotes a culture of inclusion, diversity, and belonging. Employees are encouraged to bring their authentic selves to work, share innovative ideas, and participate in employee resource groups that celebrate cultural heritage, language, and community service.

Compensation, Perks & Benefits

arenaflex offers a competitive salary range of $49,754 to $69,655 annually, complemented by a comprehensive benefits package that includes:

• Health, vision, and dental coverage with low‑cost options.
• Retirement savings plans, including a generous employer contribution to a 401(a) program and optional 457(b) plans.
• Paid time off, holidays, and flexible scheduling to support work‑life balance.
• Wellness initiatives such as fitness subsidies, mental‑health resources, and employee assistance programs.
• Opportunities for telework where job duties permit, and a supportive environment for professional growth.

Application Process & Next Steps

We accept applications on a rolling basis until the position is filled. To be considered, please submit your resume and a cover letter highlighting your bilingual experience and customer‑service achievements. The selection process may include a skills assessment, phone interview, and in‑person interview with senior leadership.

All candidates will undergo a background check and, if applicable, a post‑offer medical examination. arenaflex is an equal‑opportunity employer committed to building a diverse workforce. We welcome applicants of all backgrounds, including veterans and individuals with disabilities. Reasonable accommodations are available upon request.

Join arenaflex – Make a Difference Every Day

If you are passionate about delivering exceptional service, thrive in a collaborative, mission‑driven environment, and possess the bilingual skills to connect with a diverse member base, we want to hear from you. Apply today and become a vital part of arenaflex’s journey toward healthier communities and brighter futures.