Evening Customer Care Associate – Healthcare Member Support & Benefits Navigation Specialist (Remote, U.S. Based)

Join arenaflex and Become the Calm, Compassionate Voice That Helps Members Navigate Healthcare with Confidence

At arenaflex, we believe that healthcare should never feel like a maze. For more than two decades, our organization has been a trusted partner for millions of individuals and families across the United States, helping them make sense of complex medical benefits, insurance questions, and wellness resources. Every phone call we receive is more than a customer service interaction — it is an opportunity to change someone’s day, reduce their stress, and help them access the care they deserve. As an Evening Customer Care Associate, you will be a critical part of that mission, working remotely from the comfort of your own home while delivering high-touch support to members during the evening hours.

If you are a patient listener, an empathetic communicator, and a problem-solver who thrives in a fast-paced, people-centered environment, arenaflex wants you on our award-winning team. We are proud to be recognized nationally for excellence in customer service, and we know that those awards reflect the dedication of the associates who show up every day ready to make a difference. If you are ready to begin or grow a meaningful career in healthcare customer support, we invite you to read on.

About arenaflex and the Work We Do

arenaflex is a nationally recognized leader in healthcare advocacy, benefits navigation, integrated wellness programs, and member support services. Our solutions combine personalized, one-on-one guidance with powerful predictive analytics and a proprietary technology platform, enabling us to address nearly every clinical, administrative, wellness, and behavioral health need. Whether our members are dealing with a routine coverage question or an unprecedented challenge affecting their health, our team of highly trained, compassionate experts works together to exceed expectations and make healthcare easier.

Our associates are the heart of everything we do. We have built a workplace culture rooted in respect, professional development, and a genuine commitment to helping others. Many of our supervisors and team leaders began their careers in entry-level customer service roles just like this one, and we are deeply proud of the internal growth opportunities we provide.

Position Summary

The Evening Customer Care Associate is a full-time, remote role responsible for assisting arenaflex members in navigating the healthcare system. You will respond to a variety of incoming calls, listen carefully to member concerns, answer healthcare-related questions, and determine the appropriate resolution for each individual’s needs. When a request falls outside of your scope, you will seamlessly transfer the call to the right internal or external resource. You will also verify and collect demographic information, document interactions accurately, and ensure every contact meets our high standards of service excellence.

This is not a scripted, robotic call center job. Every call is unique, and your ability to think on your feet, show empathy, and follow through will directly impact the lives of the people we serve.

Key Responsibilities

Member Service and Call Handling

• Answer a high volume of incoming calls during the evening shift, providing friendly, knowledgeable, and compassionate support to members.
• Quickly build rapport with members and create a positive first impression that sets the tone for a productive conversation.
• Help members understand and navigate their healthcare benefits, provider networks, claims, and wellness resources.
• Determine the appropriate resolution for each member’s unique situation, drawing on approved policies, procedures, and resources.
• Transfer calls that fall outside of your scope of responsibility to the appropriate internal department or external partner, ensuring a smooth handoff.
• Process calls within specific queues (such as triage, biometric screening follow-up, and other specialized workstreams) based on daily assignment.
• Verify and collect accurate demographic information and update member records in the appropriate system.
• Follow up with members, healthcare providers, insurance carriers, and other vendors to ensure timely resolution of outstanding issues.
• Apply exceptional customer service skills to optimize every interaction, leaving each member feeling heard, valued, and supported.

Compliance, Quality, and Documentation

• Process all calls in strict adherence to departmental and corporate policies, quality standards, and applicable federal and state regulations.
• Safeguard member privacy and confidentiality in full compliance with HIPAA (the Health Insurance Portability and Accountability Act of 1996) and COBRA (the Consolidated Omnibus Budget Reconciliation Act of 1985).
• Document every interaction thoroughly and accurately, maintaining complete and organized member files.
• Stay current on approved policies and procedures related to benefits administration, escalation pathways, and regulatory requirements.

Research and Issue Resolution

• Assist in resolving routine program quality issues by identifying root causes and conducting timely research.
• Follow each research item through to full resolution, providing updates to the member and the team as needed.
• Continuously evaluate the status of all assigned work efforts, prioritizing tasks to deliver timely, high-quality service.
• Monitor recurring issue trends, escalate patterns to your supervisor, and contribute ideas for process improvements that eliminate future problems and elevate service levels.

Team Collaboration and Customer Relationships

• Build and maintain professional, respectful relationships with internal departments, external partners, team members, and members.
• Cooperate actively with teammates to meet shared goals, complete projects, and maintain service-level commitments.
• Deliver quality customer service that consistently exceeds expectations and raises the bar for the entire team.
• Treat every person you encounter with dignity and respect, modeling the values that define arenaflex.
• Escalate to your supervisor any situation outside of your control that could negatively impact the service we provide to our members.

Essential Qualifications

Education

• High School Diploma or G.E.D. is required.
• An Associate’s degree from an accredited college or university, with major coursework in business administration, liberal arts, healthcare, or a related field, is preferred.

Experience

• A minimum of one year of customer service experience is required (call center, retail, hospitality, or related fields are all welcome).
• Basic knowledge of Microsoft Word and Excel is required.
• Must achieve an acceptable score on job-related assessments.
• Must successfully pass a standardized interview process.

Skills and Competencies

• Strong verbal and written communication skills, with the ability to explain complex information in simple, friendly terms.
• Active listening skills and genuine empathy for people who may be frustrated, confused, or anxious.
• Critical thinking and problem-solving abilities, with the capacity to make sound decisions under time pressure.
• Comfort using computers, telephone systems, and multiple software applications simultaneously.
• Strong attention to detail and commitment to accurate documentation.
• Ability to work independently from a remote home office while staying connected to a supportive team.
• Reliability, professionalism, and a strong work ethic.
• Willingness to learn and grow within a structured, supportive environment.

Physical and Mental Requirements

• This role is performed primarily in an indoor remote office environment, with regular use of a computer, telephone, and printer.
• The work is largely sedentary, with most of the day spent sitting at a desk.
• Essential physical functions include fingering, grasping, pulling hand over hand, and performing repetitive motions to operate general computer software and hardware throughout the workday.
• Essential mental functions include sustained concentration, reading and interpreting detailed information, and continuous verbal and written communication with members and colleagues.
• Reasonable accommodations are available to enable individuals with disabilities to perform the essential functions of the job.

Work From Home Setup and Equipment

As a remote associate, you will deliver a positive experience that solves members’ needs and challenges, all from the comfort of your own home. arenaflex provides all required work equipment, including a computer, monitor, headset, and access to our proprietary systems. You will also receive a comprehensive new-employee training program designed to give you the knowledge, tools, and confidence you need to succeed in your role and to support our members effectively.

Compensation, Schedule, and Benefits

At arenaflex, we are invested in the well-being and financial security of our associates. We offer:

• Competitive starting pay of $18.00 per hour, with opportunities for performance-based growth.
• Full-time schedule of 40 hours per week, Monday through Friday, with the flexibility to work an 8.5-hour shift within our normal business hours of 8:00 a.m. to 10:00 p.m. EST.
• Occasional overtime may be required based on business needs.
• Comprehensive medical, dental, and vision insurance for you and your family.
• 401(k) savings plan with company match to help you plan for the future.
• Paid time off (PTO) and paid holidays.
• Tuition assistance for continuing education and professional development.
• Employee Assistance Programs (EAP) and Wellness Programs to support your mental, emotional, and physical health.

Career Growth and Development at arenaflex

arenaflex is a place where careers are built, not just jobs. Many of our supervisors, team leads, and managers have been promoted from within, and we are deeply committed to helping our associates develop their skills and advance their careers. When you join our team, you will have access to ongoing coaching, mentorship, and learning opportunities that empower you to grow into roles with greater responsibility and impact. Whether your goal is to become a senior associate, a subject matter expert, a quality analyst, a trainer, or a people leader, we will support you on your journey.

Our Culture and Values

arenaflex is more than a workplace — it is a community. We are proud of the supportive, friendly, and inclusive environment our employees describe year after year. We respect and value diversity in all its forms and are committed to the principles of equal employment opportunity. We do not discriminate on the basis of race, color, sex, age, religion, national origin, citizenship status, military or veteran status, physical or mental disability, or any other factor unrelated to job requirements. As a VEVRAA Federal Contractor, we partner with state and local workforce agencies to provide priority referrals for protected veterans.

We are also deeply committed to pay transparency and fairness. Associates are encouraged to ask questions and discuss compensation openly, and we maintain strict policies to ensure that pay information is handled responsibly and in compliance with all applicable laws.

Recognized Excellence

Our commitment to service excellence has been recognized by some of the most respected organizations in our industry, including:

• The Stevie® Awards for Sales & Customer Service, where we have been honored for Customer Service Department of the Year in the Healthcare, Pharmaceuticals, and Related Industries category.
• The National Customer Service Association All-Stars Award.
• The Excellence in Customer Service Awards and Best in Biz Awards for Most Customer-Friendly Company of the Year.
• MarCom Awards and Communicator Awards of Distinction for our creative and member-facing communications.

These awards are a reflection of the incredible work our associates do every single day.

How to Apply

If you are ready to launch or grow your customer service career in a meaningful, mission-driven organization, arenaflex would love to hear from you. This is your opportunity to join a remote team that values compassion, excellence, and growth — and to make a tangible difference in the lives of members who count on us to guide them through some of life’s most important decisions.

Apply today and take the first step toward a rewarding career with arenaflex. We can’t wait to meet you.