arenaflex Remote Per Diem Customer Service Associate – Health Plan Member Support & Service Excellence

About arenaflex

arenaflex is a leading health‑plan organization dedicated to delivering compassionate, high‑quality care to members across the state of Florida. Our mission is to create a seamless, supportive experience for every member, ensuring that they receive the right care at the right time while maintaining the highest standards of safety and compliance. As a fully remote, per‑diem employer, arenaxflex empowers its workforce with flexibility, cutting‑edge technology, and a culture that values continuous learning, collaboration, and community impact.

Position Overview

We are seeking a motivated Remote Per Diem Customer Service Associate to join arenaflex’s Call Center team. This role is designed for individuals who thrive in a fast‑paced, customer‑focused environment and who are passionate about helping members navigate their health‑plan benefits. The position is remote‑only for residents of Florida and operates on a per‑diem schedule, offering the freedom to work when you are most productive while still meeting departmental performance goals.

Key Responsibilities

Quality & No‑Harm Assurance

• Identify, document, and promptly elevate any concerns that could impact member safety or the ability of arenaxflex to deliver services.
• Provide accurate, courteous, and policy‑compliant information to members, ensuring every interaction meets our quality standards.
• Participate actively in ongoing training sessions, surveys, and departmental meetings to stay current on policy updates and best practices.
• Maintain strict confidentiality in accordance with HIPAA and arenaxflex’s internal data‑protection guidelines.
• Contribute to departmental metrics such as average speed of answer, service level, and abandonment rate, helping the team achieve its performance targets.

Customer Experience Excellence

• Respond to inbound member inquiries with empathy, researching and documenting plan details related to:
• Covered benefits, exclusions, and prescription drug coverage.
• Eligibility, enrollment, and disenrollment processes.
• Participating provider networks.
• Claims payment status and processing timelines.
• Authorization procedures and requirements.
• Premium billing questions and payment options.
• Plan guidelines and member responsibilities.
• Act as a knowledgeable health‑care professional, representing arenaxflex with professionalism and compassion.
• Handle sales‑related calls by providing basic information and smoothly transitioning prospects to licensed sales agents for finalization.
• Assist walk‑in members (when applicable) with timely, accurate service, ensuring a consistent experience across all channels.

Stewardship & Team Collaboration

• Meet or exceed individual Call Center performance standards as defined by management.
• Identify systemic issues and propose improvements that enhance member satisfaction and operational efficiency.
• Participate in special projects, process‑improvement initiatives, and pilot programs as directed by leadership.
• Collaborate with peers, supervisors, and cross‑functional teams to share knowledge, troubleshoot challenges, and celebrate successes.

Required Qualifications

• High School diploma, GED, or equivalent experience; some college coursework is a plus.
• Minimum of one year of experience in a call‑center or customer‑service environment, preferably within health‑plan or insurance settings.
• Ability to work the designated shift, including occasional overtime, on a per‑diem basis.
• Exceptional multitasking skills: comfortably talk and type simultaneously while navigating multiple screens and applications.
• Typing speed of at least 45 words per minute with a high degree of accuracy.
• Intermediate to advanced proficiency with Microsoft Office Suite (Word, Excel, Outlook) and web‑based CRM platforms.
• Bi‑lingual fluency in Spanish and English (reading, writing, speaking, and comprehension) is required.
• Successful completion of arenaxflex’s bilingual/medical interpretation certification test (provided by arenaxflex).

Preferred Qualifications & Additional Skills

• Associate’s or Bachelor’s degree in Health Administration, Business, Communications, or a related field.
• Previous experience with health‑plan benefit administration, claims processing, or medical authorization.
• Familiarity with HIPAA regulations and data‑privacy best practices.
• Demonstrated ability to handle high‑volume call environments while maintaining composure and professionalism.
• Strong analytical abilities: basic math, problem‑solving, and the capacity to interpret benefit information quickly.
• Excellent verbal, written, and interpersonal communication skills, with a focus on active listening and empathetic questioning.
• Proven track record of meeting or exceeding key performance indicators (KPIs) such as average handle time, first‑call resolution, and customer satisfaction scores.

Core Skills & Competencies

• Customer‑Centric Mindset: A genuine desire to help members and a commitment to delivering a “no‑harm” experience.
• Technical Agility: Ability to quickly learn and navigate multiple software platforms, databases, and knowledge bases.
• Communication Mastery: Clear, concise, and courteous communication, both spoken and written, in English and Spanish.
• Time Management: Efficiently prioritize tasks, manage call‑back queues, and meet deadlines in a remote setting.
• Problem‑Solving: Identify root causes, propose actionable solutions, and follow through to resolution.
• Team Collaboration: Work cooperatively with peers, supervisors, and cross‑functional partners, sharing insights and supporting collective goals.
• Adaptability: Thrive in a dynamic environment where policies, procedures, and technology evolve rapidly.

Career Development & Learning Opportunities

arenaxflex invests heavily in the professional growth of its remote workforce. As a Customer Service Associate, you will have access to:

• Comprehensive onboarding and continuous training programs covering health‑plan fundamentals, compliance, and advanced communication techniques.
• Certification pathways, including the arenaxflex Bilingual/Medical Interpretation credential and optional industry certifications (e.g., Certified Call Center Professional).
• Mentorship from seasoned health‑plan experts and leadership coaches.
• Opportunities to transition into specialized roles such as Member Services Specialist, Claims Analyst, or Sales Support Coordinator based on performance and interest.
• Regular performance reviews with clear feedback loops, enabling you to set and achieve career milestones.

Work Environment & Culture at arenaxflex

Our remote workforce enjoys a supportive, inclusive, and collaborative culture that mirrors the values of a traditional office while offering the flexibility of home‑based work. Key cultural pillars include:

• Flexibility: Per‑diem scheduling allows you to balance work with personal commitments, making it ideal for students, caregivers, or anyone seeking a non‑traditional work rhythm.
• Community: Virtual team huddles, monthly “wellness” webinars, and an online employee resource hub foster connection and shared purpose.
• Recognition: Regular shout‑outs, performance bonuses, and “Member Hero” awards celebrate outstanding service.
• Innovation: arenaxflex encourages ideas from every level; you’ll be invited to contribute to process‑improvement initiatives and technology enhancements.
• Well‑Being: Access to mental‑health resources, ergonomic home‑office stipends, and a generous paid‑time‑off policy to support work‑life harmony.

Compensation, Perks & Benefits

While the exact salary is per‑diem and varies based on experience, arenaxflex offers a competitive hourly rate that reflects the expertise required for this role. Additional benefits include:

• Performance‑based incentives and bonuses.
• Health, dental, and vision insurance options (eligible after a short waiting period).
• Retirement savings plan with employer matching contributions.
• Paid training and certification reimbursements.
• Flexible scheduling and the ability to work from any location within Florida.
• Technology stipend for home‑office equipment (e.g., headset, webcam, ergonomic chair).
• Employee assistance program (EAP) for personal and professional support.

How to Apply

If you are ready to make a meaningful impact on the health and well‑being of Florida members, we invite you to submit your application today. Click the link below to begin the process, and be prepared to showcase your bilingual communication skills, customer‑service experience, and passion for delivering “no‑harm” care.

Apply Now – Join arenaxflex!

Closing Statement

arenaxflex is committed to building a diverse, equitable, and inclusive workforce. We welcome candidates of all backgrounds and experiences to apply. Your dedication to member care, combined with your ability to thrive in a remote, per‑diem environment, will help us continue to set the standard for health‑plan excellence in Florida. Take the next step in your career—apply today and become a vital part of the arenaxflex family.