Member Services Representative – Telephone Customer Support for Medicaid Members – Richmond, VA Area (Remote & On-Site Hybrid)

• --

Join Our Heart-Centered Team at arenaflex

Are you passionate about making a meaningful difference in people's lives? Do you thrive in environments where your communication skills can directly impact the health and wellbeing of individuals and families? If so, we invite you to bring your heart to arenaflex and become part of a transformative organization dedicated to delivering enhanced human-centric health care for a rapidly changing world.

At arenaflex, we believe that every interaction with our members is an opportunity to brighten someone's day and provide the support they need to navigate their health care journey. Our commitment to heart-centered service isn't just a slogan—it's the foundation of everything we do. As a Member Services Representative, you'll play a vital role in embodying this commitment, ensuring that each caller feels heard, valued, and empowered to take control of their health.

We are currently seeking dedicated professionals to join our Member Services team in the Richmond, Virginia area. This position offers a unique blend of remote work flexibility and collaborative in-office support, making it ideal for individuals who self-motivate yet appreciate the camaraderie of team environments. If you're ready to transform your career while making a real difference in the lives of others, we encourage you to apply today.

Position Overview

As a Member Services Representative at arenaflex, you will serve as the first point of contact for our Aetna Medicaid members and health care providers. Your primary responsibility will be to deliver exceptional telephone assistance that addresses a wide range of inquiries, from eligibility verification and provider network changes to ID card requests and benefit explanations. Every call presents an opportunity to build trust, provide clarity, and ensure our members receive the care and services they deserve.

This role requires a unique blend of communication skills, product knowledge, and problem-solving abilities. You'll need to be comfortable navigating complex health care information while maintaining a warm, empathetic demeanor. Our members rely on you not just for answers, but for reassurance during what can often be stressful health care situations. If you're someone who finds fulfillment in helping others and remains calm under pressure, this position may be the perfect fit for you.

Key Responsibilities

As a Member Services Representative, your day-to-day duties will include but are not limited to:

• Answering incoming calls from Aetna Medicaid members and health care providers with professionalism, empathy, and efficiency


• Responding to inquiries regarding benefits information, eligibility status, covered services, and prior authorization requirements


• Assisting with provider network changes and helping members find in-network physicians, specialists, and facilities


• Processing requests for member ID cards and coordinating duplicate card shipments


• Explaining extra benefits and programs available to Medicaid members, including wellness initiatives, prescription coverage, and preventive care services


• Documenting all interactions accurately in our customer relationship management system to ensure continuity of care


• Escalating complex issues to appropriate supervisors or specialized teams when necessary


• Meeting individual performance targets related to call handle time, customer satisfaction scores, quality metrics, and attendance requirements


• Participating in ongoing training to stay current on policy changes, new benefits, and procedural updates


• Working from home with reliable high-speed ethernet internet connectivity (Wi-Fi is not permitted for security reasons)


• Commuting to the Richmond, VA office when technical issues prevent remote work or as directed by management

Work Schedule and Training

Our training program is designed to set you up for success. During your first six weeks with arenaflex, you'll participate in comprehensive training from 8:30 AM - 5:00 PM EST, Monday through Friday. This immersive training period will equip you with the knowledge and skills necessary to excel in your role.

Once training is complete, you'll transition to our standard production schedule, which is also 8:30 AM - 5:00 PM EST, Monday through Friday. This consistent schedule provides excellent work-life balance and allows you to plan your personal commitments with confidence.

Required Qualifications

To be considered for this position, candidates must meet the following requirements:

• Residency: Must live within 50 miles of Richmond, VA to be eligible for this position
• Communication Skills: Exceptional ability to communicate effectively with members and providers both orally and in written form
• Performance Standards: Ability to meet established performance metrics, including call quality goals and productivity standards
• Attendance: Must maintain excellent attendance and punctuality in accordance with company policies
• Remote Work Readiness: Must be able to work from home independently and demonstrate self-sufficiency in a remote environment
• Technical Requirements: Must have high-speed internet connectivity with secure service via ethernet cable (Wi-Fi is not permitted due to security protocols)
• Flexibility: Must be willing to commute to the Richmond, VA office when unable to work from home due to prolonged technical problems or as business needs require
• Education: High school diploma or equivalent (GED)

Preferred Qualifications

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

• Remote Call Center Experience: Prior experience working remotely in a customer service call center environment


• Medicaid/Medicare Knowledge: Familiarity with Medicaid and Medicare programs, including eligibility requirements, covered benefits, and provider networks


• Health Care Industry Background: Previous work in health insurance, hospital administration, or related health care settings


• Multi-lingual Capabilities: Proficiency in languages other than English (particularly Spanish) is always valued


• Technical Aptitude: Comfortable learning new software systems and navigating multiple applications simultaneously

Skills and Competencies for Success

At arenaflex, we look for candidates who demonstrate the following core competencies:

• Active Listening: The ability to listen attentively, understand caller concerns, and respond appropriately


• Empathy and Compassion: Genuine care for members' wellbeing and the ability to convey warmth through tone of voice


• Problem-Solving: Strong analytical skills to quickly identify solutions and resolve issues


• Time Management: Efficiency in handling calls while maintaining quality standards


• Adaptability: Flexibility to handle unexpected situations and embrace change


• Team Collaboration: Willingness to support colleagues and contribute to a positive team environment


• Professionalism: Maintaining composure and representing arenaflex with integrity in every interaction

Career Growth and Development Opportunities

At arenaflex, we are committed to investing in our employees' professional development. As a Member Services Representative, you'll have access to numerous opportunities for growth and advancement:

• Comprehensive Training: Start with industry-leading training that equips you with health care knowledge and customer service skills


• Career Pathing: Explore potential advancement paths into supervisory roles, specialized teams, or other departments within the organization


• Continuing Education: Take advantage of tuition assistance programs and free development courses


• Skill Building: Develop expertise in Medicaid/Medicare programs, claims processing, and member advocacy


• Internal Mobility: Our size and breadth mean there are always new opportunities for those ready to take the next step

We believe that when our colleagues grow, our organization grows. We're dedicated to helping you reach your full potential and achieve your career aspirations.

Work Environment and Company Culture

At arenaflex, our culture is built on the foundation of Heart At Work™—a set of behaviors that guide how we serve our members, support each other, and conduct business. We believe that authentic compassion, innovation, and collaboration are essential to transforming health care.

Our hybrid work model offers the best of both worlds: the flexibility to work from home while maintaining meaningful connections with your team through periodic in-office collaboration. When you do visit our Richmond office, you'll find a modern, welcoming environment designed to support productivity and wellbeing.

We pride ourselves on fostering an inclusive workplace where diverse perspectives are celebrated, and every colleague feels empowered to contribute ideas. Our commitment to equity and accessibility means we actively recruit, hire, develop, and retain individuals with disabilities. We believe that diverse teams make better decisions and deliver superior results.

You'll quickly discover that at arenaflex, you're not just another employee—you're part of a mission-driven family committed to making health care more personal, convenient, and affordable for everyone we serve.

Compensation and Benefits

We recognize that our employees are our greatest asset, and we're committed to providing competitive compensation and comprehensive benefits:

• Pay Range: The typical pay range for this position is $17.00 - $27.90 per hour, depending on experience, education, and geographic factors


• Health Benefits: Full range of medical, dental, and vision coverage for you and your family


• Retirement Savings: Eligible to participate in our 401(k) retirement savings plan with company matching


• Stock Purchase Plan: Employee Stock Purchase Plan available for eligible employees


• Life Insurance: Fully-paid term life insurance plan for eligible employees


• Disability Coverage: Short-term and long-term disability benefits


• Wellbeing Programs: Access to numerous well-being resources and employee assistance programs


• Education Assistance: Free development courses and tuition assistance for eligible employees


• Employee Discounts: CVS store discount and discount programs with participating partners


• Paid Time Off: Competitive PTO or vacation pay, as well as paid holidays throughout the calendar year


• Sick Time: Paid sick leave consistent with state laws and company policies

For more detailed information about our comprehensive benefits package, please visit our careers website.

COVID-19 Vaccination Requirements

As a health care organization, arenaflex is committed to protecting the health and safety of our colleagues and the communities we serve. All new colleagues are required to be fully vaccinated against COVID-19 (including any booster shots if required) unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons.

Candidates must have received at least one COVID-19 shot prior to their first day of employment and must provide proof of vaccination status or apply for a reasonable accommodation within the first 10 days of employment. In some states and roles, proof of full vaccination or an approved reasonable accommodation may be required before beginning active work.

Equal Opportunity Employer

arenaflex is committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. We strive to provide equal access to the benefits and privileges of employment, including providing reasonable accommodations to perform essential job functions. If you require a reasonable accommodation, including a qualified interpreter, written information in other formats, translation, or other services, please contact our Colleague Relations team.

We're proud to be an equal opportunity employer and welcome applications from all qualified candidates regardless of race, color, religion, sex, national origin, disability, veteran status, or any other protected characteristic.

Ready to Make a Difference?

If you're ready to bring your heart to work and join a team that's transforming health care one conversation at a time, we encourage you to apply today. At arenaflex, you'll find more than just a job—you'll discover a career purpose that matters.

Take the first step toward joining our mission-driven family. Apply now and become part of an organization that puts heart into caring for our colleagues, our members, and our communities. We can't wait to welcome you aboard!

Apply today and start your journey with arenaflex—where your compassion meets purpose.