Remote Per Diem Customer Service Associate – Health Plan Support & Member Experience at arenaflex

About arenaflex

arenaflex is a leading health‑benefit organization dedicated to delivering compassionate, high‑quality care to members across the state of Florida. With a mission rooted in “No Harm, Quality, and Stewardship,” arenaflex combines cutting‑edge technology, rigorous compliance standards, and a people‑first culture to ensure every member receives the support they need—when they need it. As a remote‑first employer, arenaflex empowers its workforce with flexible schedules, robust training, and a collaborative environment that values diversity, inclusion, and continuous learning.

Why This Role Matters

The Remote Per Diem Customer Service Associate position is a pivotal gateway between arenaflex’s members and the comprehensive health‑plan services they rely on. In this role, you will be the voice of arenaflex, translating complex benefit information into clear, empathetic guidance. Your contributions directly influence member satisfaction, operational efficiency, and the overall health of the communities we serve. If you thrive in a fast‑paced call‑center environment, love solving problems, and are passionate about helping others, this opportunity is designed for you.

Position Overview

As a Remote Per Diem Customer Service Associate, you will work from the comfort of your home while adhering to arenaflex’s high standards for service excellence. You will handle inbound calls, respond to member inquiries, and support prospective members through sales‑related questions. Your performance will be measured against key metrics such as average speed of answer, service level, and abandonment rate, all while maintaining strict confidentiality and compliance with regulatory guidelines.

Key Responsibilities

Quality & No‑Harm Assurance

• Identify and elevate concerns: Promptly recognize issues that could impact members or arenaflex’s ability to deliver services, and route them to the appropriate escalation channel.
• Deliver accurate, professional service: Provide members with precise information that aligns with arenaflex policies and industry regulations.
• Participate in continuous learning: Attend mandatory training sessions, surveys, and departmental meetings to stay current on plan updates and best practices.
• Maintain confidentiality: Safeguard member data in accordance with HIPAA, state privacy laws, and arenaflex’s internal confidentiality protocols.
• Contribute to performance goals: Meet or exceed departmental targets for speed of answer, service level, and abandonment rate.

Customer Experience Excellence

• Research and document plan information: Provide clear explanations on covered benefits, exclusions, prescription drug coverage, eligibility, enrollment, disenrollment, provider networks, claims processes, authorizations, premium billing, and plan guidelines.
• Represent arenaflex with care: Interact with members as a knowledgeable health‑care professional, ensuring each conversation reflects empathy, respect, and expertise.
• Handle sales inquiries: Answer basic questions from prospective members and seamlessly transfer qualified leads to licensed sales agents for finalization.
• Assist walk‑in members: Offer timely support to members who contact arenaflex via alternative channels, ensuring a consistent experience across all touchpoints.

Stewardship & Operational Support

• Meet call‑center performance standards: Achieve individual metrics set by management, including call handling time, first‑call resolution, and quality scores.
• Participate in special projects: Contribute to cross‑functional initiatives, process improvements, and pilot programs as directed by leadership.
• Document and report: Accurately log interactions, outcomes, and escalations in arenaflex’s CRM system to support analytics and continuous improvement.

Essential Qualifications

• Education: High School diploma, GED, or equivalent experience required; some college coursework preferred.
• Experience: Minimum of one year in a call‑center or customer‑service environment, preferably within health‑plan or insurance settings.
• Technical proficiency: Ability to navigate multiple screens, CRM platforms, and Microsoft Office applications with confidence.
• Typing speed: Minimum 45 words per minute while maintaining a clear, professional phone conversation.
• Communication skills: Strong verbal, written, and active‑listening abilities; ability to multitask and manage time effectively.
• Language requirements: Bilingual candidates must be fluent in both Spanish and English (reading, writing, and speaking).
• Certification: Successful completion of arenaflex’s bilingual/medical interpretation test (provided by arenaflex).

Preferred Qualifications & Additional Skills

• Previous experience with health‑plan benefit structures, claims adjudication, or pharmacy benefit management.
• Familiarity with HIPAA compliance and data‑privacy regulations.
• Demonstrated ability to de‑escalate challenging calls and turn dissatisfied members into satisfied advocates.
• Proven track record of meeting or exceeding performance metrics in a remote environment.
• Comfort with flexible scheduling, including evenings, weekends, and occasional overtime.

Physical & Mental Demands

Physical Requirements

• Ability to sit for extended periods while viewing a computer screen.
• Ergonomic workstation setup that supports a healthy posture.

Mental Requirements

• Exceptional interpersonal skills and a genuine desire to help members.
• Strong analytical and problem‑solving abilities, with a focus on identifying root causes and proposing actionable solutions.
• High level of self‑motivation, accountability, and resilience in a fast‑paced environment.
• Effective time‑management and prioritization skills to handle multiple tasks simultaneously.
• Commitment to excellent attendance and flexibility to adapt to shifting call‑center demands.

Career Growth & Development at arenaflex

arenaflex invests heavily in the professional development of its remote workforce. As a Customer Service Associate, you will have access to:

• Comprehensive onboarding: A structured training program that covers arenaflex’s health‑plan offerings, compliance standards, and call‑center technology.
• Continuous education: Ongoing webinars, certification courses, and mentorship opportunities to deepen your expertise in health‑care administration.
• Career pathways: Clear advancement routes to senior associate, team lead, quality assurance, training specialist, or even operations management roles.
• Cross‑functional exposure: Opportunities to collaborate with underwriting, claims, provider relations, and IT teams, broadening your organizational insight.

Compensation, Perks & Benefits

While specific salary details are per‑diem and vary based on experience, arenaflex offers a competitive hourly rate that reflects the value of remote expertise. Additional benefits include:

• Flexible scheduling that accommodates personal commitments.
• Performance‑based incentives and bonuses.
• Access to a virtual employee assistance program (EAP) for mental‑health support.
• Discounted health‑insurance options for eligible employees.
• Technology stipend to ensure a reliable home office setup.
• Recognition programs that celebrate outstanding service and teamwork.

Work Environment & Culture

arenaflex’s remote culture is built on trust, collaboration, and a shared commitment to member well‑being. Our virtual community includes regular team huddles, digital coffee chats, and an inclusive communication platform where ideas are welcomed and celebrated. We prioritize work‑life balance, encourage continuous feedback, and recognize that a happy associate translates to happier members.

How to Apply

If you are ready to bring your customer‑service expertise to a purpose‑driven organization, we invite you to submit your application today. Click the link below to begin the process, and be prepared to showcase your bilingual abilities, technical aptitude, and passion for helping others.

Apply Job!

Join arenaflex – Make a Difference Every Call

At arenaflex, every interaction is an opportunity to improve a member’s health journey. By joining our remote team, you become part of a mission‑focused organization that values integrity, empathy, and excellence. We look forward to welcoming a dedicated professional who will champion our No‑Harm, Quality, and Stewardship principles while delivering world‑class service to the people of Florida.