Customer Service Associate - Health Plan Support Specialist | Remote Per Diem Opportunity Serving Florida Residents

About arenaflex

At arenaflex, we believe that exceptional customer service is the cornerstone of quality healthcare delivery. As a leading health plan organization, we are committed to ensuring that every member receives the support, information, and care they deserve. Our mission revolves around creating meaningful connections with the communities we serve, and our Customer Service team plays a pivotal role in making this vision a reality.

We are currently seeking a motivated and dedicated Customer Service Associate to join our dynamic team in a per diem remote capacity. This position offers a unique opportunity for professionals who are passionate about healthcare, customer advocacy, and professional growth. If you reside in the state of Florida and are looking for a flexible work-from-home opportunity that allows you to make a genuine difference in people's lives, we invite you to explore this exciting opportunity with arenaflex.

Position Summary

The Customer Service Associate serves as the primary liaison between arenaflex and our valued health plan members. In this critical role, you will be responsible for handling customer inquiries with professionalism, empathy, and accuracy while contributing to departmental performance indicators. Success in this position requires a genuine desire to serve others, exceptional communication skills, effective resource management, strong problem-solving abilities, and the capacity to thrive in a collaborative team environment.

As a per diem employee, you will have the flexibility to work variable schedules based on business needs, providing coverage during peak periods and offering support during high-volume times. This role is perfect for individuals who prefer a flexible work arrangement and are comfortable working independently from a home office environment.

Key Responsibilities

Quality and No Harm

• Properly identify and escalate concerns that affect customers or arenaflex's ability to serve them effectively
• Provide accurate, professional, and knowledgeable service to all customers while adhering to department policies and procedures
• Attend and actively participate in staff training sessions, surveys, and department meetings to maintain current knowledge
• Maintain strict confidentiality at all times, following departmental and organizational confidentiality guidelines to protect member information
• Contribute toward meeting departmental performance goals, including average speed of answer, service level targets, and abandonment rate metrics
• Ensure compliance with all regulatory requirements and company standards in every customer interaction

Customer Experience

• Respond to customer inquiries by thoroughly researching, understanding, and documenting plan information related to covered benefits and exclusions, including prescription drug coverage
• Address questions regarding eligibility, enrollment, and disenrollment processes with accuracy and patience
• Provide information about participating providers and assist members in understanding their network options
• Explain claims payments and processes clearly, helping members understand their financial responsibilities and reimbursement procedures
• Guide customers through authorization processes and assist with understanding pre-authorization requirements
• Support members with premium billing inquiries, payment options, and account management questions
• Explain plan guidelines, coverage limitations, and member rights in a caring and knowledgeable manner
• Handle incoming sales inquiries from prospective customers by answering basic questions and appropriately referring to licensed sales agents for closure
• Provide assistance to customer service walk-in members in a timely and efficient manner when in-person support is required
• Represent arenaflex as a skilled healthcare professional who genuinely cares about member well-being

Stewardship

• Meet individual Call Center performance standards as determined by management
• Properly identify and escalate concerns affecting customers or arenaflex's ability to serve them
• Participate in special projects as requested or approved by management
• Contribute to process improvement initiatives that enhance customer satisfaction and operational efficiency
• Support cross-functional collaboration to ensure seamless member experiences across all touchpoints

Qualifications Required

Education

• The highest level of education desired for candidates in this position is a High School diploma, G.E.D., or equivalent experience
• Some college education is preferred and viewed favorably during the selection process
• Additional certifications in healthcare, customer service, or related fields are considered a plus

Experience

• One year of related work experience in a call center environment is required
• Alternatively, one year of customer service experience interacting with customers in a professional setting is acceptable
• Previous experience in the healthcare or insurance industry is preferred but not mandatory
• Familiarity with health plan terminology, benefits, and member services is advantageous

Work Requirements

• Must be able to work the designated shift and overtime as needed based on business demands
• Must be able to talk and type simultaneously while maintaining clear and effective communication
• Must be able to navigate through multiple screens and computer applications while reviewing benefit information
• Ability to accurately type at least 45 words per minute while speaking with customers on the phone
• Must reside within the state of Florida to qualify for this remote position
• Availability to work various shifts including evenings, weekends, and holidays as required

Required Skills and Competencies

Technical Skills

• Intermediate to Advanced computer skills, including proficiency in Microsoft Applications (Word, Excel, Outlook, Teams)
• Ability to learn and navigate multiple proprietary software systems and databases
• Strong data entry skills with high accuracy rates
• Comfortable working with multiple monitors and applications simultaneously

Language Skills

• Bilingual candidates must be able to speak, read, write, and comprehend in both Spanish and English
• Certification required by passing the Bilingual/Medical Interpretation test provided by arenaflex
• Strong verbal communication skills in English are essential; additional languages are highly valued

Customer Service Skills

• Excellent verbal, interpersonal, and written communication skills
• Superior customer service telephone skills, including active listening and effective questioning techniques
• Basic math skills for calculating premiums, copays, and deductibles
• Analytical and problem-solving skills to address complex customer inquiries
• Ability to think critically to define issues, identify risks, and propose effective outcomes
• Strong knowledge of customer care processes and techniques

Personal Attributes

• Maintaining a high level of motivation, initiative, and accountability
• Excellent organization, prioritization, and time management abilities
• Ability to interact professionally and work effectively as a team with all levels of employees and management
• Capacity to handle multiple tasks often within limited time frames
• Must be able to work in a team environment illustrating cooperation and respect
• Excellent attendance is required
• Ability to work a flexible schedule to meet business needs
• Strong commitment to delivering exceptional service to every customer

Physical and Mental Demands

Physical Requirements

• Ability to sit and view a computer screen for several hours at a time
• Manual dexterity for typing and navigating computer systems
• Ability to speak clearly and professionally for extended periods
• Work effectively in a fast-paced and often stressful environment while maintaining composure

Mental Requirements

• High emotional intelligence and empathy to understand customer concerns
• Strong memory and recall ability to retain complex benefit information
• Patience to handle difficult situations and irate customers professionally
• Mental stamina to maintain accuracy and productivity throughout shift
• Adaptability to changing processes, technologies, and requirements

Career Growth Opportunities

At arenaflex, we are invested in the professional development and career growth of our team members. As a Customer Service Associate, you will have access to numerous opportunities for advancement within the organization. Many of our current leadership team members began their careers in entry-level customer service positions and grew into supervisory, management, and director roles.

Through our comprehensive training programs, you will develop expertise in healthcare navigation, member advocacy, and complex problem resolution. These skills are highly transferable and can lead to opportunities in areas such as:

• Senior Customer Service Representative
• Team Lead or Supervisor
• Customer Service Training Specialist
• Quality Assurance Analyst
• Member Advocacy Coordinator
• Operations Management
• Sales and Enrollment Support
• Healthcare Benefits Consulting

We encourage continuous learning and provide tuition assistance programs for eligible employees pursuing further education in healthcare administration, business management, or related fields.

Work Environment and Company Culture

As a remote employee with arenaflex, you will enjoy the best of both worlds – the flexibility of working from home while remaining connected to a supportive team environment. We foster a culture of collaboration, respect, and continuous improvement where every employee feels valued and empowered to make a difference.

Our inclusive workplace celebrates diversity and believes that different perspectives strengthen our ability to serve our members effectively. We maintain open communication channels and encourage feedback from all team members. Regular team meetings, virtual social events, and cross-functional projects help maintain strong connections despite our distributed workforce.

We provide the technology, equipment, and resources necessary to succeed in a remote environment, including:

• Company-provided laptop and necessary hardware
• Secure VPN access to company systems
• Comprehensive training on all required software and processes
• Ongoing technical support and assistance
• Access to employee assistance programs and wellness resources

Compensation and Benefits

While this is a per diem position, arenaflex offers competitive compensation packages for all eligible employees. As a member of our team, you will have access to a range of benefits including:

• Competitive hourly pay with potential for overtime compensation
• Flexible scheduling to support work-life balance
• Comprehensive onboarding and ongoing training programs
• Employee recognition programs that celebrate outstanding performance
• Career development resources and tuition assistance for qualified candidates
• Access to employee wellness programs and mental health support
• Potential for internal advancement as positions become available

Join Our Team

Are you ready to make a meaningful difference in the lives of others while building a rewarding career in healthcare? At arenaflex, we believe that great customer service transforms lives, and we are looking for dedicated professionals who share this belief.

If you are a problem-solver who thrives in a fast-paced environment, possesses excellent communication skills, and is passionate about helping others, we encourage you to apply for this exciting opportunity. You will join a team of committed professionals who are united in their mission to provide exceptional service to every member, every time.

Take the first step toward a fulfilling career with arenaflex today. We look forward to welcoming you to our team and supporting your professional journey!