Customer Service Representative – arenaflex Medicaid & Medicare Member & Provider Support – Richmond, VA (Remote/On‑Site)

Why Join arenaflex?

At arenaflex, we believe that health care is more than a service – it’s a promise to put a caring heart into every interaction. Our purpose‑driven culture is built around the belief that every member, provider, and colleague deserves a personalized, convenient, and affordable experience. As a leader in the health‑care ecosystem, arenaflex continuously invests in technology, people, and community initiatives that make a real difference in people’s lives. When you join our team, you become part of a mission‑focused organization that values empathy, innovation, and growth.

Position Overview

We are seeking a dedicated Customer Service Representative to become the voice of arenaflex for Medicaid and Medicare members and their health‑care providers in the Richmond, Virginia region. In this role, you will handle inbound calls, resolve eligibility questions, process provider updates, and deliver a seamless, heart‑centered experience to every caller. While the position offers a flexible work‑from‑home option, you must reside within 50 miles of Richmond and be prepared to attend the office when technical issues arise.

Key Responsibilities

• Answer inbound member and provider calls with professionalism, empathy, and accuracy.
• Provide clear information on benefits, eligibility, prior authorizations, extra programs, and other arenaflex services.
• Process provider change requests, issue ID cards, and update member records in real time.
• Maintain high call quality standards, meeting performance metrics for speed, accuracy, and customer satisfaction.
• Utilize arenaflex‑provided equipment, software, and secure Ethernet connections; Wi‑Fi connections are not permitted for security compliance.
• Participate in a structured onboarding program: six weeks of intensive training (8:30 AM – 5:00 PM EST, Monday‑Friday) followed by regular production schedules.
• Document interactions in the arenaflex CRM system, ensuring data integrity and compliance with privacy regulations.
• Collaborate with cross‑functional teams—including claims, underwriting, and IT—to resolve complex member issues.
• Identify trends in member inquiries and provide feedback to improve processes, policies, and self‑service tools.
• Adhere to arenaflex’s “Heart at Work” behaviors, embodying compassion, accountability, and continuous improvement.

Essential Qualifications

• High school diploma or equivalent; additional education or certifications are a plus.
• Residency within a 50‑mile radius of Richmond, VA.
• Demonstrated ability to communicate clearly and courteously with members and providers, both verbally and in writing.
• Self‑motivation and the capacity to thrive in a remote work environment while meeting attendance and performance standards.
• Reliable high‑speed internet with a dedicated Ethernet connection; ability to troubleshoot basic connectivity issues.
• Willingness to travel to the Richmond office when required due to prolonged technical problems.
• Compliance with arenaflex’s COVID‑19 vaccination policy (or eligibility for a reasonable accommodation).

Preferred Qualifications

• Previous experience in a remote call‑center or contact‑center environment.
• Familiarity with Medicaid and Medicare programs, including eligibility rules and provider networks.
• Experience using customer‑service platforms, CRM tools, or electronic health record (EHR) systems.
• Demonstrated ability to meet or exceed call‑quality metrics in a high‑volume setting.
• Certification in customer service excellence (e.g., CCSP, HDI Customer Service Representative).

Core Skills & Competencies

• Empathy & Active Listening: Ability to understand member concerns and respond with genuine care.
• Problem‑Solving: Quickly diagnose issues, locate relevant policies, and provide accurate resolutions.
• Attention to Detail: Accurate data entry and meticulous documentation to protect member information.
• Time Management: Efficiently handle multiple calls while adhering to schedule and performance targets.
• Technical Proficiency: Comfortable navigating multiple software applications simultaneously.
• Team Collaboration: Work effectively with peers, supervisors, and support teams to achieve shared goals.
• Adaptability: Thrive in a fast‑changing health‑care environment and embrace new processes.

Compensation & Benefits

arenaflex offers a competitive hourly wage ranging from $17.00 to $27.90, commensurate with experience, education, and geographic location. In addition to base pay, you will have access to a comprehensive benefits package that includes:

• Medical, dental, and vision coverage with multiple plan options.
• 401(k) retirement savings plan with company match and an Employee Stock Purchase Plan.
• Fully‑paid term life insurance, short‑term and long‑term disability coverage.
• Generous paid time off (PTO), vacation accrual, and paid holidays aligned with state regulations.
• Well‑being programs such as mental‑health resources, fitness discounts, and wellness challenges.
• Education assistance, tuition reimbursement, and free development courses to support continuous learning.
• arenaflex store discounts and partner‑program savings on everyday purchases.
• Access to a supportive Employee Assistance Program (EAP) for personal and professional guidance.

Career Growth & Development

At arenaflex, your career trajectory is guided by your ambition and our commitment to internal mobility. As a Customer Service Representative, you will have pathways to advance into:

• Senior Member Services Specialist – handling escalated cases and mentoring new hires.
• Team Lead – overseeing a group of representatives, managing performance, and driving quality initiatives.
• Operations Analyst – focusing on process improvement, data analytics, and workflow optimization.
• Training & Development Coordinator – designing curriculum for new‑hire onboarding and ongoing skill development.
• Specialized roles in Medicaid/Medicare policy, compliance, or provider relations.

Our learning platform offers on‑demand courses, certifications, and leadership programs, ensuring you acquire the skills needed for each next step.

Work Environment & Culture

arenaflex fosters an inclusive, collaborative, and heart‑centered workplace where every voice matters. Whether you are working from home or in our Richmond office, you will experience:

• Flexible scheduling that respects work‑life balance.
• A supportive network of peers who share a common purpose of improving health outcomes.
• Regular virtual town halls, recognition events, and community service initiatives.
• State‑of‑the‑art technology that enables secure, efficient, and high‑quality member interactions.
• Commitment to diversity, equity, and inclusion, with employee resource groups and mentorship programs.

Application Process

If you are passionate about helping members navigate the complexities of Medicaid and Medicare, and you thrive in a dynamic, heart‑driven environment, we want to hear from you. To apply, click the link below, submit your resume, and tell us why you’re the perfect fit for arenaflex’s mission.

Apply Job!

Join arenaflex Today

Become a vital part of a company that puts its heart into every interaction. Your dedication, empathy, and expertise will directly impact the health and well‑being of countless individuals and families across Virginia. Take the next step in your career and help us deliver health care that truly cares.