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Join arenaflex: Transforming Lives Through Compassionate Health Care
At arenaflex, we believe that health care should be as unique as the individuals we serve. As the nation's leading health solutions company, we're building a world of health around every consumer, surrounded by dedicated colleagues who are passionate about transforming the way people experience health care. We're reaching millions of Americans through our local presence, digital channels, and more than 300,000 purpose-driven colleagues who care for people where, when, and how they choose—in a way that is uniquely more connected, more convenient, and more compassionate. And we do it all with heart, each and every day.
Are you ready to make a meaningful difference in the lives of others? Do you thrive in an environment where your empathy, communication skills, and problem-solving abilities can directly impact someone's health journey? If so, we invite you to join our Behavioral Health team as a Customer Service Representative. This is more than just a job—it's an opportunity to be a champion for members who need guidance, support, and advocacy during some of the most challenging moments of their lives.
Position Overview
The Behavioral Health team at arenaflex is seeking a dedicated and compassionate Customer Service Representative to provide exceptional advocacy care to our members. In this role, you will serve as a trusted guide, helping members navigate their path to care, understand their claims, and access the resources they need for optimal health outcomes. You will be responsible for educating members about their benefits, explaining Aetna policies and procedures, and ensuring compliance with all regulatory guidelines.
This position offers the flexibility of working from home in a remote capacity, allowing you to create a productive and comfortable workspace while serving members across the country. You'll be part of a dynamic team that values collaboration, continuous learning, and the profound impact that compassionate customer service can have on individual lives.
What You'll Do
As a Customer Service Representative on our Behavioral Health team, you will play a pivotal role in creating emotional connections with our members. Your work will involve understanding and engaging with members to the fullest extent to champion their best health. Here's what your daily responsibilities will look like:
- Member Advocacy: Create meaningful, emotional connections with members by genuinely understanding their needs and engaging with them in a caring, supportive manner. You'll be their champion, fighting for their best health outcomes every day.
- Relationship Building: Take complete accountability to understand each member's unique needs by building trusting and caring relationships. Your ability to listen actively and respond with empathy will be crucial to your success.
- Proactive Support: Anticipate customer needs before they arise. By staying one step ahead, you'll provide a seamless experience that exceeds expectations and resolves potential issues before they escalate.
- Claims Review: Perform comprehensive reviews of member claim history to ensure accurate tracking of benefit maximums, coinsurance, and deductibles. Your attention to detail will help members maximize their benefits.
- Financial Maintenance: Perform necessary financial data maintenance to ensure accurate member accounts and billing information.
- Education & Guidance: Explain members' rights and responsibilities in accordance with their contract, ensuring they have a clear understanding of their coverage and benefits.
- Resource Navigation: Guide members through their plan of benefits, arenaflex policy and procedures, and connect them with valuable resources to support their health journey.
- Regulatory Compliance: Maintain knowledge of resources and guidelines to ensure compliance with all federal and state regulatory requirements.
Schedule & Work Environment
We understand that work-life balance is essential, which is why we've designed a schedule that allows you to thrive both professionally and personally:
- Schedule: Monday through Friday, 11:45 AM – 8:15 PM EST
- Note: Schedules are subject to change at any time with advanced notice based on business needs.
- Holiday Work: As a 24-hour call center operation, we treat holidays as normal working business days unless you have received approved time off. If a company-observed holiday falls on your regularly scheduled workday, you will work your normal shift.
- PTO Policy: No PTO is available during the first 45 days of employment. This allows you to focus on training and getting up to speed in your new role.
- Training Period: The first six weeks of employment will involve training on Monday through Friday, 9:00 AM – 5:30 PM EST. This comprehensive training program will prepare you for success in your role.
Workspace Requirements
As a remote Customer Service Representative, you'll need to set up an appropriate home workspace:
- Quiet Space: You must have a quiet, secure workspace in your home where you can take calls without distractions or interruptions.
- Internet Requirements: To ensure optimal performance, you'll need:
- Broadband or fiber internet service (such as Verizon Fios, Comcast, or similar providers)
- Minimum download speed of 25 Mbps with 3 Mbps upload speed
- Higher speed connections are recommended for better performance
- A hardwired (ethernet) connection is required—wireless connections may cause performance issues
- Household Considerations: Consider the internet usage of others in your household during your scheduled working hours. Streaming video content, online gaming, and other bandwidth-intensive activities can significantly impact your connection quality. You may need to upgrade to a higher speed plan to ensure your work performance is not affected.
Required Qualifications
To be successful in this role, you'll need to meet the following requirements:
- Experience: Minimum of 1+ years of experience in a call center environment
- Technical Skills: Proficiency with Microsoft Office products, specifically Excel, Outlook, and Word
- Education: High School Diploma or GED
- Communication Skills: Excellent verbal and written communication abilities
- Empathy: Genuine passion for helping others and the ability to demonstrate compassion in every interaction
- Problem-Solving: Strong analytical and problem-solving skills to address member concerns effectively
- Time Management: Ability to manage your time effectively and handle multiple tasks simultaneously
Preferred Qualifications
While not required, the following qualifications will help you excel in this role:
- Previous experience in Behavioral Health, Medical, or Insurance fields
- Experience working from home in a remote role
- Knowledge of health care industry regulations and compliance requirements
- Familiarity with behavioral health services and resources
- Experience with member advocacy or patient navigation
Skills & Competencies for Success
At arenaflex, we look for team members who embody our values and demonstrate the following competencies:
- Emotional Intelligence: The ability to understand and manage your own emotions while recognizing and responding appropriately to the emotions of others.
- Active Listening: Fully concentrating on what is being said rather than passively hearing the message, ensuring members feel heard and understood.
- Patience: The capacity to remain calm and composed, especially when dealing with complex or sensitive situations.
- Adaptability: Willingness to learn new processes, technologies, and procedures as our industry continues to evolve.
- Accountability: Taking ownership of your actions and outcomes, consistently delivering on your commitments to members and team.
- Collaborative Spirit: Ability to work effectively with team members, supervisors, and other departments to resolve member issues.
Career Growth & Development Opportunities
At arenaflex, we're invested in your professional growth and development. When you join our team, you gain access to:
- Comprehensive Training: Our robust training program will equip you with the knowledge and skills needed to succeed in your role and set you up for future advancement.
- Career Pathways: Numerous opportunities for internal promotion and career progression within the organization. Many of our leaders started in entry-level positions and grew their careers here.
- Continuous Learning: Access to ongoing training, development resources, and educational opportunities to enhance your skills and knowledge.
- Mentorship: Guidance from experienced team members and leaders who are committed to helping you succeed.
- Industry Knowledge: Exposure to the health care industry, behavioral health services, and insurance processes that can serve as a foundation for various career paths.
Compensation & Benefits
We recognize that our people fuel our future, and we're committed to investing in your physical, emotional, and financial wellness. Here's what we offer:
- Competitive Pay: The pay range for this position is $17.00 - $34.15 per hour, depending on experience, education, and location. This position is eligible for a arenaflex bonus, commission, or short-term incentive program in addition to the base pay.
- Comprehensive Health Benefits: Affordable medical plan options to support your health and well-being.
- Retirement Savings: A 401(k) plan with company matching contributions to help you save for the future.
- Employee Stock Purchase Plan: Opportunity to purchase arenaflex stock at a discounted rate.
- Wellness Programs: No-cost programs for all colleagues, including wellness screenings, tobacco cessation, weight management programs, confidential counseling, and financial coaching.
- Flexible Benefits: Benefit solutions that address the different needs and preferences of our colleagues, including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, and retiree medical access.
Note: Benefits eligibility varies based on tenure and position type. For more information, visit our benefits page.
Our Culture & Values
At arenaflex, our teams reflect the customers, patients, members, and communities we serve. We're committed to fostering a workplace where every colleague feels valued and that they belong. We believe that diversity strengthens our organization, and we embrace the unique perspectives and experiences each person brings to our team.
Our culture is built on integrity, innovation, and an unwavering commitment to our members. We believe that great benefits attract great people, and we're proud to offer a comprehensive and competitive mix of pay and benefits that invests in the physical, emotional, and financial wellness of our colleagues and their families.
Join Our Team
If you're ready to be part of something bigger than yourself, to make a meaningful impact in the lives of others, and to grow your career with a company that values its people, we encourage you to apply for this position.
This is your opportunity to join a team of dedicated professionals who are passionate about transforming health care and improving the lives of the members we serve. At arenaflex, you'll find more than a job—you'll find a career where your contributions matter, your growth is supported, and your work makes a real difference.
We anticipate the application window for this opening will close on: 08/02/2025
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws.
Apply today and become part of the arenaflex family!