Customer Service Representative Team Lead - National Remote

Join arenaflex as a Customer Service Representative Team Lead

Are you passionate about making a real difference in people's lives? Do you thrive in a fast-paced, customer-focused environment where your communication skills can help connect individuals with essential health resources? If so, arenaflex invites you to join our dynamic team as a Customer Service Representative Team Lead, where you'll play a vital role in advancing health equity and ensuring that communities receive the care and support they deserve.

At arenaflex, we believe that everyone deserves access to quality healthcare, regardless of their background or circumstances. Our mission is to help people live healthier lives and make the health system work better for everyone. We are committed to addressing health disparities and creating equitable care pathways for all. As a member of our team, you'll be at the forefront of this mission, directly impacting the lives of individuals and families who need it most.

About the Role

As a Customer Service Representative Team Lead at arenaflex, you will be the first point of contact for individuals seeking behavioral health services and Medicaid information in Salt Lake County. Your work will directly improve health outcomes by connecting people with the care, resources, and support they need to feel their best. This is more than just a job—it's an opportunity to be part of something meaningful and to contribute to the health and well-being of communities across the nation.

In this role, you will handle incoming calls from individuals seeking information about behavioral health providers, available services, and Medicaid benefit plans. You will conduct research over the phone to provide appropriate referrals to agencies serving Medicaid-eligible consumers, verify eligibility using our sophisticated computer systems, and offer additional resources such as contact information and addresses when callers have reached out to the wrong organization. Your contributions will ensure that every person who contacts us receives the guidance and support they need to navigate the complex healthcare landscape.

What You'll Do

Your primary responsibilities will include:

• Answering incoming calls from individuals seeking information about behavioral health services and Medicaid benefits in Salt Lake County


• Conducting thorough research over the phone to provide accurate referrals to providers and agencies serving Medicaid-eligible consumers


• Utilizing our computer database to verify Medicaid eligibility and ensure callers receive appropriate services


• Offering additional information such as phone numbers, addresses, and resources to individuals who have contacted the wrong organization


• Completing administrative tasks as assigned that support our Care Coordination team


• Maintaining detailed records of all interactions to ensure continuity of care


• Adhering to confidentiality and security protocols when handling sensitive patient information


• Participating in ongoing training and professional development to stay current on Medicaid plans, behavioral health services, and community resources

Work Schedule and Flexibility

We understand that work-life balance is essential, which is why we offer flexible scheduling options. This position is full-time, requiring 40 hours per week. You will be required to work any 8-hour shift between 8:00 AM and 11:00 PM EST, with schedules varying by season:

• October through March: Sunday through Saturday availability required


• April through September: Monday through Friday availability required

Occasional overtime may be necessary based on business needs, and we appreciate your flexibility in accommodating these requirements. In return, we are committed to providing you with the support, training, and resources you need to succeed in this role.

Training and Development

At arenaflex, we invest in our people. You'll enjoy several weeks of paid on-the-job training to help you succeed in your role. The training hours will be aligned with your schedule or will be discussed on your first day of employment. This comprehensive training will equip you with the knowledge and skills needed to navigate our systems, understand Medicaid benefits, and provide exceptional customer service to every caller.

We believe in continuous learning and career growth. As you excel in this role, you'll have access to development opportunities that can prepare you for other roles you may be interested in pursuing within the organization. Whether you're looking to advance into management positions or specialize in particular areas of healthcare coordination, arenaflex supports your career journey.

Telecommuting Advantages

Enjoy the flexibility to telecommute from anywhere within the United States as you take on this challenging and rewarding role. We've created a work environment that allows you to balance your professional and personal responsibilities while making a meaningful impact on the communities we serve.

To ensure success in a remote setting, you must:

• Maintain a dedicated work area that is separated from other living areas and provides information privacy


• Keep all company-sensitive documents secure


• Live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service


• Adhere to arenaflex's Telecommuter Policy requirements

Qualifications We're Seeking

Required Qualifications:

• High School Diploma or GED


• Must be 18 years of age or older


• Minimum of 2 years of Customer Service experience in one of the following settings: insurance, medical, behavioral health, or financial technology


• Familiarity with computer and Windows PC applications, including the ability to learn new and complex computer system applications


• Ability to work any 8-hour shift between the hours of 8:00 AM - 11:00 PM EST according to the seasonal schedule


• Excellent communication skills and a customer-centric attitude

Preferred Qualifications:

• Familiarity working with Financial Health Technology


• Previous experience in Medicaid or behavioral health services


• Bilingual capabilities (especially Spanish)


• Experience with referral coordination or care navigation

Skills for Success

To thrive in this role, you'll need:

• Strong organizational skills: Ability to manage multiple tasks and prioritize effectively in a fast-paced environment


• Multitasking abilities: Capable of handling various responsibilities simultaneously while maintaining accuracy


• Understanding of multiple services and benefit plans: Knowledge of Medicaid programs and behavioral health services


• Empathy and compassion: Genuine desire to help others navigate complex healthcare systems


• Problem-solving skills: Ability to think quickly and provide appropriate solutions to callers


• Technical aptitude: Comfortable learning and adapting to new computer systems and software

Compensation and Benefits

We recognize that our team members are our greatest asset, which is why we offer competitive compensation and comprehensive benefits. For residents of California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Washington, Rhode Island, or Washington, D.C., the hourly range for this position is $19.47 - $38.08 per hour. Pay is based on several factors including local labor markets, education, work experience, and certifications.

In addition to your salary, arenaflex offers a comprehensive benefits package that includes:

• Medical, dental, and vision coverage


• Life insurance and disability protection


• 401(k) retirement plan with company matching


• Paid time off and holiday pay


• Incentive and recognition programs


• Equity stock purchase options


• Employee assistance program


• Professional development and tuition reimbursement


• Wellness programs and resources

All benefits are subject to eligibility requirements, and we encourage you to explore the full range of offerings available to you as a member of the arenaflex team.

Our Culture and Commitment

At arenaflex, we are guided by a commitment to diversity, inclusion, and equity. We believe that diversity creates a healthier atmosphere, and we are proud to be an Equal Employment Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes. Our mission extends beyond providing exceptional healthcare services—we strive to create a workplace where every employee feels valued, respected, and empowered to make a difference.

arenaflex is also a drug-free workplace, and all candidates are required to pass a drug test before beginning employment.

Apply Today

If you're ready to start a rewarding career where you can make a real impact on people's lives, we encourage you to apply for this position. This job posting will remain active for a minimum of 2 business days or until a sufficient candidate pool has been collected.

Join us at arenaflex and become part of a team that is dedicated to caring, connecting, and growing together. Your skills, compassion, and dedication can help us advance health equity and create a healthier future for all. We look forward to welcoming you to our team!