Customer Service Representative – Remote Call Center Specialist for Medicare Coordination & Billing Support at arenaflex

About arenaflex – Your Next Career Destination

arenaflex is a leading global technology and professional services organization that partners with government agencies, defense, and intelligence communities to deliver innovative solutions. With a workforce of over 30,000 experts operating in more than 50 countries, arenaflex combines deep industry knowledge with cutting‑edge technology—ranging from cloud and AI/ML to cyber security and digital modernization. Our mission is to create a safer, smarter world, and we do it by empowering our people to grow, innovate, and make a real impact every day.

Why This Role Matters

As a Customer Service Representative – Call Center at arenaflex, you will be the front‑line voice for beneficiaries navigating the complex world of Medicare coordination of benefits (COB), Medicare Secondary Payer (MSP) claims, and related billing inquiries. Your expertise will help callers understand how their Medicare benefits interact with other insurance coverage, ensuring they receive accurate information quickly and compassionately. This role is fully remote, offering flexibility while maintaining a structured schedule that supports work‑life balance.

Key Responsibilities

• Deliver courteous, knowledgeable, and timely responses to escalated or high‑priority calls regarding Coordination of Benefits (COB), COB‑R, and MSP regulations.
• Maintain productivity, quality, and timeliness metrics while meeting departmental goals and program objectives.
• Mentor new hires through side‑by‑side coaching during and after training, fostering a collaborative learning environment.
• Monitor and analyze the quality of departmental work, recommending actionable improvements to enhance service delivery.
• Stay current on COB, COB‑R, and MSP policies, ensuring accurate guidance is provided to callers.
• Prepare and submit information reports, contributing to the development of departmental documentation and procedures.
• Uphold privacy standards by adhering to the Privacy Act and HIPAA regulations, safeguarding confidential beneficiary information.
• Proofread internal documents for grammatical accuracy, format compliance, and adherence to established standards.
• Collaborate frequently with Customer Service Managers, Call Center Supervisors, Lead Training Specialists, Operations Representatives, fellow Customer Service Representatives, and external contractors or government personnel.
• Assume coordination responsibilities for the department in the absence of supervisory staff, ensuring seamless continuity of operations.
• Assist in designing, developing, and writing BCRC area processing procedures, while maintaining accurate departmental records.
• When cross‑trained, handle BIL email requests by following step‑by‑step processes, conducting research, and updating beneficiary records accurately.

Essential Qualifications

• High School Diploma or GED (proof required).
• Minimum 6 months of experience in customer service, telemarketing, or secretarial roles.
• Ability to type at least 20 words per minute (WPM); 30 WPM preferred.
• Proficiency with PC hardware and Windows operating systems.
• Flexibility to work any 8.5‑hour shift (including a 30‑minute lunch) between 6:50 am – 7:15 pm, Monday through Friday.
• Willingness to work occasional arenaflex holidays and overtime as needed.
• Strong verbal and written communication skills in English.
• Residency within commuting distance of Las Cruces, NM, with the ability to attend on‑site training for the first 8‑12 weeks.
• Ability to obtain a Public Trust clearance (NACI T1) and pass a background check and drug screening.

Preferred Qualifications & Skills

• Prior experience with medical claims, billing, or Medicare coordination of benefits.
• 2+ years of progressively responsible experience in a customer service, medical claims, call‑center, or secretarial capacity.
• Demonstrated teamwork abilities and a collaborative mindset.
• Exceptional organizational skills, capable of juggling multiple tasks for both personal assignments and team workflows.
• Proven ability to prioritize and meet contract standards and deadlines.
• Fluency in Spanish is a strong plus, enhancing service to a diverse beneficiary base.

Core Skills & Competencies

• Customer Service Excellence: Empathy, active listening, and problem‑solving to resolve complex billing inquiries.
• Regulatory Knowledge: Understanding of COB, COB‑R, and MSP regulations, as well as HIPAA and Privacy Act compliance.
• Communication: Clear, concise, and professional verbal and written communication.
• Technical Proficiency: Comfortable navigating multiple software platforms, databases, and CRM tools.
• Analytical Thinking: Ability to assess call data, identify trends, and suggest process improvements.
• Mentorship: Coaching new hires and sharing best practices to elevate team performance.
• Adaptability: Flexibility to adjust to shifting schedules, evolving policies, and dynamic call‑center environments.

Career Growth & Learning Opportunities

arenaflex invests heavily in employee development. As a Customer Service Representative, you will have access to:

• Comprehensive onboarding and ongoing training programs tailored to Medicare and insurance billing processes.
• Opportunities to cross‑train in related areas such as data collection, recovery, and claims analysis.
• Mentorship pathways that can lead to supervisory or specialist roles within the call‑center or broader arenaflex operations.
• Access to internal learning platforms, certifications, and tuition assistance for further education.
• Regular performance reviews that identify strengths and outline clear advancement trajectories.

Work Environment & Culture at arenaflex

Our remote call‑center team operates within a supportive, inclusive, and mission‑driven culture. Key aspects include:

• Flexibility: Remote work with a hybrid option, allowing you to balance personal commitments while staying connected to the team.
• Collaboration: Frequent virtual meetings, knowledge‑sharing sessions, and a culture that values every voice.
• Recognition: Employee appreciation programs, performance bonuses, and public acknowledgment of outstanding service.
• Diversity & Inclusion: A workplace that celebrates varied backgrounds, perspectives, and experiences.
• Well‑Being: Programs that promote mental health, work‑life balance, and overall employee wellness.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract and retain top talent. While exact salary will be determined by experience, location, and market factors, the following benefits are standard for full‑time employees:

• Health, dental, and vision insurance options, including plans with Health Savings Accounts (HSAs).
• 401(k) retirement plan with company matching contributions.
• Generous paid time off (PTO) from day one, including vacation, sick leave, personal days, and holidays.
• Paid Family Leave, offering up to 160 hours of paid leave annually for eligible employees.
• Short‑ and long‑term disability, life insurance, accidental death & dismemberment coverage, and critical illness protection.
• Flexible work schedules, with no weekend shifts and the possibility of full flex‑work weeks.
• Professional development resources, tuition reimbursement, and access to industry‑leading training platforms.
• Employee assistance programs (EAP) for counseling, financial guidance, and legal support.

Application Process

If you are passionate about delivering exceptional service, thrive in a fast‑paced environment, and are eager to grow within a forward‑thinking organization, we encourage you to apply today. Join arenaflex and become part of a team that values your expertise, supports your development, and celebrates your successes.

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