About arenaflex
At arenaflex, we believe that healthcare is more than just a service—it's a lifeline that connects individuals to the care they need. As a leading provider of healthcare support solutions, we are dedicated to delivering exceptional customer experiences that make a real difference in people's lives. Our mission is to simplify healthcare access, empower members with knowledge, and ensure that every individual receives the support they deserve. We are currently seeking a talented and passionate Senior Customer Service Representative to join our dynamic team, serving Indiana Medicaid members with excellence, empathy, and expertise.
When you become part of the arenaflex family, you join a team that values integrity, innovation, and inclusivity. Our culture is built on the foundation of making a difference, helping first, speaking with straight talk, embracing continuous growth, and adopting a victor—not victim—mindset. We understand that our employees are our greatest asset, and we are committed to providing you with the tools, training, and support you need to succeed in your career while maintaining a healthy work-life balance.
Position Overview
We are looking for an experienced Senior Customer Service Representative (L2) to provide outstanding support to Indiana Medicaid members through our remote call center. This is a fantastic opportunity for individuals who are passionate about healthcare, thrive in a fast-paced environment, and take pride in helping others navigate complex healthcare systems.
As a Senior CSR, you will be the first point of contact for members seeking assistance with their Medicaid coverage, benefits, and enrollment questions. Your ability to provide accurate information, demonstrate empathy, and resolve issues efficiently will directly impact member satisfaction and contribute to our organization's success. This role requires someone who can handle high-volume calls while maintaining exceptional accuracy and quality standards.
What You'll Do
As a vital member of our member services team, you will be responsible for:
- Member Support: Assist Indiana Medicaid members with inquiries related to their coverage, benefits, enrollment, plan options, and eligibility. You will serve as a trusted resource, educating members on Medicaid policies, procedures, redetermination processes, and available benefits.
- Exceptional Customer Service: Address customer inquiries, complaints, and concerns in a professional, courteous, and empathetic manner. Every interaction is an opportunity to make a positive impact on a member's healthcare journey.
- Issue Resolution: Handle grievances and escalations using appropriate channels, ensuring that complex issues are resolved efficiently and to the member's satisfaction.
- Performance Excellence: Meet and exceed individual and team performance goals, including accuracy metrics, quality standards, and productivity targets such as average wrap-up time, call duration, and hold time.
- Database Management: Maintain accurate and up-to-date member records throughout all databases, documenting interactions comprehensively in the call center system.
- System Utilization: Effectively navigate and utilize multiple systems and software applications, including electronic health record systems, eligibility systems, claims systems, and customer relationship management (CRM) tools.
- Language Services: Utilize interpretive language services to assist non-English speaking members, ensuring equitable access to healthcare support.
- Call Routing: Transfer calls to appropriate client call centers as needed, and assist with client outreach requests, including payment processing, health needs screeners, and other campaigns.
- Compliance: Adhere to company values, confidentiality policies, and all organizational procedures at all times. Protect confidential information with the utmost care and professionalism.
What We're Looking For
To succeed in this role, you should have:
Essential Qualifications
- High school diploma or GED required
- Minimum typing speed of 45 words per minute
- Strong working knowledge of Microsoft Office applications
- Familiarity with auto dialer tools
- Ability to accurately communicate in written format
- Excellent interpersonal and communication skills (verbal and written)
- Critical thinking and active listening abilities
- Independent problem identification and resolution skills
- Decision-making capabilities with minimal supervision
- Conflict resolution and negotiation skills
- Empathetic nature with superior rapport-building abilities
- Familiarity with medical terminology
- Ability to handle complex accounts with little to no assistance
- Capacity to use non-conformity processes for escalation when necessary
- Ability to pass a required knowledge assessment
Preferred Qualifications
- One to two years of experience in an insurance call center environment
- Knowledge of Medicaid programs and policies
- Experience with Artiva software or similar CRM platforms
- Accounts payable experience
- Bilingual capabilities (Spanish/English preferred)
- Previous experience in a remote or hybrid work environment
Work Environment and Schedule
This is a full-time, remote position allowing you to work from the comfort of your home office. We provide all necessary equipment, including a computer, phone headset, and access to our secure systems. You will need a quiet, dedicated workspace with a reliable internet connection to ensure you can effectively serve our members.
Our call center operates Monday through Friday, from 7:00 a.m. to 7:00 p.m. Central Time. As a Senior CSR, you may be scheduled for shifts within this window, and occasional evening or weekend work may be required to meet business demands, including team meetings and special projects. We value work-life balance and strive to accommodate your scheduling preferences whenever possible.
Physical Requirements
While performing the duties of this job, you will:
- Regularly talk or hear for extended periods
- Frequently sit at a desk while working on a computer
- Use hands to finger, handle, or feel objects and controls
- Reach with hands and arms
- Occasionally lift up to 15 pounds
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. We are committed to creating an inclusive workplace where everyone can thrive.
Why Join arenaflex?
At arenaflex, we recognize that our employees are the heart of our organization. That's why we offer a comprehensive benefits package designed to support your health, financial security, and personal growth:
- Competitive Compensation: This position pays $19 per hour, with opportunities for performance-based incentives and career advancement.
- Health & Wellness: Full-time employees receive comprehensive medical, dental, and vision insurance coverage for themselves and their families.
- Financial Security: We offer a 401(k) retirement plan with company contributions to help you build a secure future.
- Paid Time Off: Generous paid time off and holiday pay allow you to rest, recharge, and spend quality time with loved ones.
- Career Development: We invest in your growth through ongoing training, professional development opportunities, and clear career pathways within the organization.
- Remote Work Flexibility: Enjoy the freedom and convenience of working from home while staying connected to a supportive team.
- Employee Assistance Program: Access resources for mental health, wellness, and work-life support.
- Recognition Programs: We celebrate achievements and milestones, recognizing those who go above and beyond.
Our Culture and Values
At arenaflex, our core values guide everything we do:
- Make a Difference: Every interaction is an opportunity to positively impact a member's life.
- Help First: We prioritize the needs of others and seek to provide solutions that empower and support.
- Straight Talk: We communicate honestly, transparently, and respectfully.
- Grow or Die: We embrace continuous learning, adaptation, and improvement.
- Victor, Not Victim: We take ownership of challenges and turn them into opportunities for success.
We are committed to fostering an inclusive environment where diverse perspectives are valued, and every team member feels respected, supported, and empowered to reach their full potential.
How to Apply
If you are ready to make a meaningful difference in the lives of Indiana Medicaid members and join a team that values your contributions, we encourage you to apply today! Please submit your application through our online portal, and be sure to answer all application questions thoroughly.
During the application process, please be prepared to respond to the following:
- Your experience working in a call center environment (1-2 years preferred)
- Your experience with remote and/or hybrid work arrangements
- Your availability preference (full-time or part-time)
- Your earliest available start date
- Your willingness to work weekends if required
- Your experience with Medicaid/Medicare (preferred)
- Confirmation that the pay rate of $19/hour meets your requirements
- Your preferred email address for communication
- Whether you were referred for this position
Equal Opportunity Employer
arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected characteristic.
We look forward to welcoming you to the arenaflex team! Together, we can transform healthcare support and create brighter futures for the communities we serve.