Job Title: Bilingual Healthcare Customer Service Representative – Inbound Calls (Claims, Eligibility & Benefits) – Remote Work Option with On-Site Requirements

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Join arenaflex as a Healthcare Customer Service Representative

Are you passionate about helping people navigate their healthcare benefits? Do you thrive in fast-paced, high-energy environments where every call makes a difference? arenaflex is looking for dedicated, empathetic, and driven individuals to join our team as Customer Service Representatives handling inbound calls for claims status, eligibility verification, and benefit information.

At arenaflex, we believe that exceptional customer service is the cornerstone of quality healthcare. When members or providers call us, they're often dealing with complex situations—confusion about coverage, questions about claims, or uncertainty about their benefits. Your role will be to provide clarity, compassion, and expert guidance to ensure every caller feels heard, understood, and supported. This is not just a job; it's an opportunity to be a trusted voice for individuals navigating their healthcare journey.

We are currently recruiting for positions based in the Pittsburgh and Camp Hill, Pennsylvania areas. While this role offers the flexibility of working from home, you must be local to one of these locations and willing to attend on-site meetings 1-2 times per quarter. This hybrid approach allows you to enjoy the best of both worlds—remote convenience with periodic in-person collaboration.

What You'll Do

As a Customer Service Representative at arenaflex, you will be the first point of contact for members and healthcare providers seeking information about their health insurance claims, eligibility status, and benefit details. Your responsibilities will include:

• Handling Inbound Calls: Manage a high volume of inbound calls from both health plan members and healthcare providers. You will address inquiries regarding claims status, eligibility verification, and benefit information with accuracy and efficiency.


• Navigating Healthcare Systems: Utilize the Avaya phone system and our proprietary software platforms to access and interpret member information, claims data, and benefit details.


• Empathetic Communication: Demonstrate genuine empathy and patience when interacting with callers who may be frustrated, confused, or anxious about their healthcare coverage.


• Call Control: Effectively manage conversations to gather necessary information, provide accurate responses, and guide callers to resolution while maintaining professional decorum.


• Documentation: Accurately document call details, member inquiries, and resolutions in our computer systems to ensure continuity of care and record accuracy.


• Compliance Adherence: Follow all regulatory guidelines and company policies regarding patient privacy (HIPAA), information security, and customer service standards.


• Training Participation: Complete comprehensive training on our systems, processes, and healthcare topics. This includes on-camera training sessions where you must be an active participant.


• Flexible Scheduling: Work shifts between 8:00 AM and 8:00 PM, with specific availability required for the 11:30 AM - 8:00 PM shift. Flexibility is key to meeting our operational needs.

Who We're Looking For

We're seeking candidates who are ready to embrace the challenges and rewards of a dynamic healthcare call center environment. The ideal candidate will possess the following qualifications:

Essential Qualifications

• Education: High school diploma or GED equivalent required.
• Location: Must reside in the Pittsburgh or Camp Hill, Pennsylvania areas. Candidates local to Camp Hill are preferred, though we welcome applicants from both locations.
• Work Arrangement: Must be willing to work remotely from home while maintaining the ability to travel to on-site locations 1-2 times per quarter as needed.
• Technical Skills: Proficient computer skills with the ability to navigate multiple systems simultaneously. Must have a laptop equipped with a camera for assessments and training.
• Typing Speed: Minimum typing speed of 30+ words per minute (WPM) is required.
• Assessment Requirements: Must complete the Glider Assessment with an overall scoring of 85% or higher. This assessment evaluates your readiness for the role, and meeting this threshold is mandatory for consideration.
• Experience: Minimum of one year of customer service experience is required. Call center experience is strongly preferred, particularly in high-volume environments.
• Healthcare Background: Previous experience in health insurance or a related healthcare setting is highly desirable.
• Availability: Must be available to start on February 26, 2024. This is the only start date, and all candidates must be able to commit to this timeline, including completion of background checks and drug screening prior to the start date.
• Shift Availability: Must be able to work any shift between 8:00 AM and 8:00 PM, with specific availability for the 11:30 AM - 8:00 PM shift.

Preferred Qualifications

• Bilingual Skills: fluency in Spanish is highly valued. Bilingual candidates are encouraged to apply, as we serve a diverse population of members and providers.


• Health Insurance Expertise: Prior experience in a health insurance call center setting will be considered a significant advantage.

Skills and Competencies

Success in this role requires a unique blend of technical abilities, interpersonal skills, and personal attributes. At arenaflex, we value the following competencies:

• Empathy and Compassion: The ability to understand and share the feelings of callers, providing support and reassurance during what may be stressful situations.


• Call Control: Skilled at steering conversations toward positive outcomes while gathering necessary information efficiently.


• Adaptability: Must be comfortable with changes in processes, systems, and procedures. This is a high-energy role that requires quick adjustment to evolving priorities.


• Professionalism: Demonstrates a high level of professionalism, even in challenging situations. Maintains composure and represents arenaflex with dignity and respect.


• Strong Communication: Excellent verbal communication skills with the ability to explain complex information clearly and concisely.


• Attendance and Reliability: Exceptional attendance is critical, especially during the first three months of training. The training program is intensive, and missing more than three days may result in immediate termination. You must be fully committed to attending every session.


• Self-Discipline: When working from home, you must maintain a professional environment. Work from home is not a substitute for child-care or elder care—you must be fully focused on your responsibilities during work hours.


• Camera Participation: During training and team meetings, you will be required to be on camera and actively participate. A functional webcam is essential.


• Non-Smoking Policy: arenaflex maintains a strict non-smoking policy. The use of any tobacco products, including e-cigarettes and vaping devices, is not permitted during training sessions or while on calls.

What We Offer

At arenaflex, we recognize that our employees are our greatest asset. We strive to create a rewarding work environment that supports your professional growth and personal well-being. Here's what you can expect:

• Competitive Compensation: Starting hourly rate of $17.00 per hour, with opportunities for performance-based recognition.


• Work-Life Balance: Enjoy the flexibility of working from home while contributing to a meaningful mission.


• Professional Development: Comprehensive training programs that equip you with valuable skills in healthcare customer service, communication, and problem-solving.


• Career Advancement: Potential for permanent placement and growth opportunities within arenaflex based on performance and business needs.


• Hybrid Work Model: The convenience of remote work with periodic in-person collaboration.


• Industry Exposure: Gain valuable experience in the healthcare and insurance industry, which offers long-term career stability and growth.

Work Environment and Culture

arenaflex fosters a culture of teamwork, accountability, and continuous improvement. We believe that when our employees succeed, our members succeed. Here's what you can expect from our work environment:

• Collaborative Team Culture: You'll work alongside supportive colleagues and managers who are committed to your success.


• Dynamic Atmosphere: This is a fast-paced, high-call-volume environment where no two days are exactly the same. If you thrive under pressure and enjoy variety, you'll fit right in.


• Training Excellence: Our training program is rigorous but rewarding. You'll receive thorough preparation to excel in your role, including product knowledge, system training, and soft skills development.


• Commitment to Quality: We hold ourselves to high standards in everything we do. As a representative of arenaflex, you'll play a vital role in maintaining our reputation for exceptional service.


• Inclusive Environment: We celebrate diversity and welcome applicants from all backgrounds. Bilingual candidates, in particular, are encouraged to apply as we strive to serve our diverse member population.

Important Notes About This Role

Before applying, please review the following key details:

• Start Date: The position has a firm start date of February 26, 2024. You must be fully available on this date, including completion of all pre-employment requirements (background check and drug screen).


• Assessment Requirement: All candidates must complete the Glider Assessment and achieve a minimum overall score of 85%, along with a typing speed of 30+ WPM. Candidates who do not meet these criteria will not be considered.


• Attendance Policy: Training attendance is mandatory. Excessive absences during the first three months may result in immediate termination. This policy is strictly enforced due to the intensive nature of the training program.


• Remote Work Expectations: Working from home requires a dedicated workspace, reliable internet connection, and the ability to remain focused throughout your shift. Childcare or elder care responsibilities cannot be performed during work hours.


• Camera Requirement: You must have a functioning camera for all training sessions and team meetings. Active participation is expected.

Apply Today

If you're ready to make a difference in the lives of healthcare members and providers, we invite you to apply for this exciting opportunity at arenaflex. This is a contract position offering 40 hours per week, with the potential for permanent placement based on performance and business needs.

To be considered, you must complete the Glider Assessment with a score of 85% or higher and demonstrate a typing speed of 30+ WPM. Please ensure you have a laptop with a camera available for the assessment. Additionally, you must be local to the Pittsburgh or Camp Hill areas and available to start on February 26, 2024.

Join arenaflex and become part of a team that values compassion, excellence, and integrity. We look forward to welcoming you to our organization and supporting your career growth in the healthcare industry!