Work From Home Customer Service Representative – Florida Residents Only | Health Care Claims & Provider Support Specialist

Join arenaflex: Bringing Heart to Every Moment of Health

Are you passionate about helping others and ready to make a meaningful impact in the health care industry? At arenaflex, we believe that every interaction is an opportunity to brighten someone's day and simplify their health care journey. We are currently seeking dedicated, customer-focused professionals to join our team as Work From Home Customer Service Representatives – a position that allows you to work remotely while serving Florida residents with excellence and compassion.

At arenaflex, we share a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand—with heart at its center—our purpose sends a personal message that how we deliver our services is just as important as what we deliver. We are looking for individuals who share this vision and are eager to be part of a transformative organization that is redefining how health care is delivered across the nation.

As a Work From Home Customer Service Representative at arenaflex, you will play a crucial role in our Claims Inquiry and Claims Research team, serving as the first point of contact for health care providers seeking answers to complex payment questions. This is not just a job—it's a career opportunity where your communication skills, critical thinking abilities, and dedication to customer service will directly impact the lives of health care providers and, ultimately, the patients they serve.

Position Overview

This is a fully remote position requiring you to reside in the State of Florida. You will be equipped with the tools and training necessary to succeed, including comprehensive virtual training that will prepare you for the dynamic and rewarding work of health care customer service. If you thrive in fast-paced environments, enjoy problem-solving, and take pride in delivering exceptional service, we want to hear from you!

Training Requirements

New team members must be able to attend four weeks of training, conducted virtually, between the hours of 8:00 AM and 5:00 PM EST. This training period is essential for building your foundation in our systems, processes, and company culture. Following successful completion of training, you will transition to a permanent Monday-Friday schedule, with shift times ranging from as early as 8:00 AM EST to as late as 7:00 PM EST. We work with you to find a schedule that fits your life while meeting our operational needs.

Key Responsibilities

As a Customer Service Representative on our Claims Inquiry team, you will be responsible for addressing inquiries and resolving issues arising from phone calls, letters, and electronic communications from health care members, providers, and plan sponsors. Your role is pivotal in ensuring satisfaction and maintaining the trust that providers place in arenaflex. Below is a detailed breakdown of your primary responsibilities:

• Respond to Inquiries and Resolve Issues: Answer questions and resolve issues based on phone calls and written correspondence from members, providers, and plan sponsors. You will triage resulting rework to appropriate team members and provide excellent customer service for high-volume inbound provider calls.
• Conduct Extensive Claims Research: Utilize multiple platforms to perform comprehensive claims research, assisting providers with payment questions and ensuring they receive the information they need to continue serving patients effectively.
• Provide Comprehensive Information: Go beyond the immediate question by offering related information that addresses unasked questions, such as additional plan details, benefit plan information, and member self-service tools. Use our customer service threshold framework to make financial decisions that resolve member issues.
• Explain Rights and Responsibilities: Clearly explain member rights and responsibilities in accordance with contract terms, ensuring transparency and compliance in all interactions.
• Process Referrals and Handoffs: Handle claim referrals, new claim handoffs, nurse reviews, complaints (both member and provider), grievances, and appeals through our target system, ensuring accurate and timely processing.
• Educate on Self-Service Options: Educate and assist providers on our self-service options, empowering them to find answers independently when appropriate.
• Support Credentialing and Contracting: Assist providers with credentialing and re-credentialing questions and issues, as well as contracting inquiries, ensuring smooth administrative processes.
• Compile Data for Audits: Assist in compiling claim data for customer audits, providing critical information that supports our quality assurance initiatives.
• Verify Eligibility and Coverage: Determine medical necessity, applicable coverage provisions, and verify member plan eligibility relating to incoming correspondence and internal referrals, maintaining accuracy and compliance at all times.

Required Qualifications

To succeed in this role, you must meet the following requirements. We have carefully designed these qualifications to ensure that our team members are well-prepared for the demands of this position:

• Residency: You must live in the State of Florida on a full-time basis. This is a non-negotiable requirement due to the nature of the position and regulatory considerations.
• Technical Skills: Familiarity with Microsoft Office products is essential, as you will be working with spreadsheets, documents, and email communications daily.
• Call Center Experience: Previous experience in a highly transactional call center environment is required. You should be comfortable handling high-volume calls while maintaining quality and accuracy.
• Customer Service Excellence: Demonstrated excellent customer service skills, along with strong critical thinking abilities, are a must. You should be able to navigate complex situations with ease and professionalism.
• Internet Requirements: High-speed internet access (25 Mbps or higher) with a consistent connection is required. Your work location must be set up with a direct wired connection to the router (NOT Wi-Fi). arenaflex will provide a 6½-foot long ethernet cord; if your setup requires a longer cable, you will need to provide your own.

Education

A high school diploma or GED equivalent is required for this position. We value diverse educational backgrounds and believe that the right attitude and work ethic can be just as important as formal credentials.

Preferred Qualifications

While not required, the following qualifications will strengthen your application and help you excel in this role:

• Previous experience in health care customer service, particularly with claims or provider relations


• Understanding of medical billing terminology and claims processing


• Experience with CRM systems and multi-platform navigation


• Strong attention to detail and organizational skills


• Ability to work independently and manage time effectively in a remote environment

Skills and Competencies for Success

At arenaflex, we look for candidates who possess a unique blend of skills and personal attributes that enable them to thrive in our fast-paced, service-oriented environment. The following competencies are essential for success in this role:

• Communication Skills: Excellent verbal and written communication skills are paramount. You must be able to convey complex information clearly and professionally, while also listening actively to understand the needs of callers.


• Critical Thinking: The ability to analyze situations, identify issues, and develop effective solutions is crucial. You will encounter unique challenges daily that require thoughtful problem-solving.


• Adaptability: Our systems, processes, and policies evolve constantly. You must be open to change and able to learn new skills quickly.


• Empathy and Patience: Understanding the frustrations that callers may experience and responding with empathy and patience is at the heart of our "Heart At Work" philosophy.


• Time Management: With high call volumes and multiple tasks, strong time management skills are essential to meet productivity goals while maintaining quality.


• Technical Aptitude: Comfort with learning and navigating multiple software platforms, including claims systems, CRM tools, and internal databases.


• Team Player: While this is a remote position, you will be part of a larger team. Collaboration, knowledge-sharing, and supporting your colleagues are essential.

Career Growth Opportunities

At arenaflex, we are committed to investing in the growth and development of our employees. This position offers numerous opportunities for career advancement within the organization. As you gain experience and demonstrate your capabilities, you may have the chance to explore:

• Senior Customer Service Representative roles with increased responsibilities


• Team Lead or Supervisor positions in our call center operations


• Specialized roles in claims auditing, quality assurance, or training


• Opportunities to transition into other areas of the business, such as provider relations, member services, or operations management


• Access to professional development courses, tuition assistance, and certification programs

We believe that when we invest in our people, everyone benefits. Our commitment to internal promotion means that many of our leaders began their careers in entry-level positions like this one.

Work Environment and Culture

As a remote employee with arenaflex, you will enjoy the flexibility of working from home while remaining connected to a supportive team and organization. Our "Heart At Work" behaviors underpin everything we do, and we strive to create an environment where every employee feels empowered to make a difference.

You will have access to the tools and resources needed to succeed, including a dedicated support team available to assist you with questions or challenges. Regular communication through team meetings, one-on-ones, and digital collaboration platforms ensures you never feel isolated. We celebrate achievements, recognize top performers, and foster a culture of continuous improvement and mutual respect.

Working from home requires self-discipline and a dedicated workspace, but it also offers unparalleled flexibility. You will save commute time, enjoy a more comfortable work environment, and have greater control over your work-life balance. We provide the technology and equipment you need to hit the ground running, along with ongoing training and development opportunities.

Compensation and Benefits

We recognize that our employees are our most valuable asset, and we are committed to providing competitive compensation and comprehensive benefits. The pay range for this position is $17.00 – $25.15 per hour. The actual base salary offer will depend on a variety of factors, including experience, education, geography, and other relevant factors.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. arenaflex offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the company's 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The company provides a fully-paid term life insurance plan to eligible employees, as well as short-term and long-term disability benefits.

As for well-being, arenaflex offers numerous programs designed to support your physical, emotional, and financial health. You will enjoy education assistance, free development courses, a company store discount, and discount programs with participating partners. When it comes to time off, company employees enjoy Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year. The number of paid holidays, sick time, and other time off are provided consistent with relevant state law and company policies.

Why arenaflex?

arenaflex is more than a health care company—we are a team of dedicated professionals united by a common purpose: transforming health care to be more personal, convenient, and affordable. When you join arenaflex, you become part of a legacy of compassion and innovation that spans decades. We are committed to diversity, inclusion, and creating an environment where everyone can thrive.

This is your opportunity to grow your career with an industry leader, make a real impact in the lives of others, and enjoy the benefits of working for a company that truly cares about its employees. Bring your heart to arenaflex, and let us bring ours to you.

Apply Today!

If you think this role describes you—if you are ready to bring your passion for customer service to a company that values heart, innovation, and integrity—we would love to hear from you. Apply now to join our team and start a rewarding career with arenaflex!