Join Our Mission at arenaflex: Transforming Healthcare Through Exceptional Customer Service

Are you passionate about helping others and making a meaningful difference in people's lives? Do you thrive in a dynamic, fast-paced environment where your communication skills can shine? If so, arenaflex invites you to embark on a rewarding career journey as a Remote Customer Advocate Phone Specialist. In this role, you'll become an essential part of our commitment to delivering outstanding health insurance support to members across Arizona, all from the comfort of your own home.

At arenaflex, we believe that great customer service is the cornerstone of a successful healthcare experience. For more than eight decades, we have been dedicated to inspiring health and making it easy for individuals, families, and businesses to access quality health insurance coverage. As a not-for-profit health insurance company headquartered in Phoenix, we serve more than 1.9 million Arizonans, and we are proud to offer a variety of health plans tailored to meet the diverse needs of our community. By joining our team, you will play a pivotal role in helping our members navigate their healthcare journeys with confidence and peace of mind.

Why Choose arenaflex? Embrace the Future of Work with Workability

The pandemic has taught us that achieving balance, happiness, and fulfillment in life is essential. At arenaflex, we have embraced this insight through our innovative workforce strategy called Workability. This approach defines where and how we do our jobs—offering flexibility that supports your personal and professional life. As a remote Customer Advocate Phone Specialist, you'll enjoy the convenience of working from home while remaining fully integrated into our team culture and mission.

Our remote position allows you to work within the state of Arizona, eliminating lengthy commutes and giving you more time to focus on what matters most. You'll receive comprehensive training and ongoing support to ensure you have the tools and resources needed to succeed in this role. Whether you prefer working in a quiet home office or a co-working space, arenaflex empowers you to design your ideal work environment.

Compensation and Rewards: Your Contributions Valued

We understand that competitive pay is essential for attracting top talent. That's why we offer a starting hourly rate of $18.00, with abundant opportunities to earn more through performance and quality-based incentives and bonuses. Additionally, if you are bilingual and proficient in Spanish, you'll receive an extra $1 per hour Bilingual Premium, recognizing the value you bring to our diverse member population.

To welcome you aboard, arenaflex is excited to offer a $1,000 Onboarding Bonus, paid in two installments: $500 at the three-month mark and another $500 at six months. This bonus is our way of investing in your success and showing our appreciation for joining our team.

Beyond base pay, arenaflex provides a comprehensive benefits package designed to support your holistic well-being:

Paid Time Off: Enjoy up to 16 days of PTO, allowing you to rest, recharge, and spend time with loved ones.

Holidays: We offer 11 paid holidays per year, giving you additional time to celebrate and relax.

Volunteer Opportunities: Receive 8 hours of paid volunteer time annually to give back to your community and make a positive impact.

Annual Bonus: Earn up to a 12% annual bonus based on corporate goals and your individual performance, rewarding your hard work and dedication.

Health Coverage: Comprehensive medical, dental, and vision coverage to keep you and your family healthy.

Retirement Savings: A 401(k) plan with up to 5% dollar-for-dollar match, helping you build a secure financial future.

Tuition Reimbursement: Invest in your professional growth with tuition reimbursement opportunities.

Wellness Programs: Take advantage of gym reimbursement, wellness programs, employee discounts, and incentive bonuses designed to support your physical and emotional well-being.

What to Expect: Your Day-to-Day Journey

As a Customer Advocate Phone Specialist, you will be the first point of contact for many of our members, handling inbound phone support with empathy, professionalism, and expertise. Your typical shift will run Monday through Friday, between 6:00 AM and 6:00 PM, providing you with consistent scheduling that supports work-life balance.

Upon joining arenaflex, you will undergo 9+ weeks of instructor-led, paid virtual training. This comprehensive training program will equip you with the knowledge and skills needed to excel in your role. You'll learn about our health insurance products, member services, compliance requirements, and our proprietary systems. Our training team is committed to ensuring you feel confident and prepared before you begin taking calls.

Once trained, you can expect to handle a high volume of calls daily. Our Customer Advocate Phone Specialists typically answer 40+ calls per day, addressing a wide range of inquiries related to health insurance. This role is perfect for individuals who thrive in a fast-paced environment and enjoy problem-solving on the spot.

Key Responsibilities: Making a Direct Impact

Your role as a Customer Advocate Phone Specialist at arenaflex will encompass a variety of responsibilities, all aimed at delivering exceptional service to our members:

Customer Care: Identify, research, process, resolve, and respond to customer inquiries and correspondence via telephone, written communication, and occasionally in person. Your goal is to ensure every member feels heard, valued, and satisfied with their experience.

Member Advocacy: Explain a variety of information concerning our organization's services, including contract benefits, changes in coverage, eligibility requirements, claims processing, arenaflex programs, provider networks, and more. Your expertise will help members understand their coverage and make informed decisions about their healthcare.

Documentation: Accurately document and record facts regarding inquiries and correspondence by updating member files and system records. Attention to detail is crucial in maintaining the integrity of our member information.

System Proficiency: Demonstrate and maintain current working knowledge of arenaflex systems, procedures, forms, and manuals. You'll become proficient in navigating multiple computer systems and software programs to efficiently assist members.

Performance Excellence: Meet quality, quantity, and timeliness standards to achieve individual and department performance goals as defined within department guidelines. Your success contributes to the overall success of our team.

Continuous Learning: Stay updated on changes in health insurance regulations, policies, and procedures to provide accurate and timely information to members.

Additional Duties: Perform all other duties as assigned, supporting your team and adapting to evolving business needs.

Qualifications: What We're Looking For

Essential Qualifications

To succeed in this role, you should possess the following:

Education: High school diploma or equivalent is required.

Experience: At least one year of external customer service experience is required. This could include roles in retail, hospitality, healthcare, or any field where you interacted directly with customers.

Technical Skills: Intermediate skill in the use of office equipment, including copiers, fax machines, scanners, and telephones. Comfort with technology is essential for navigating our systems efficiently.

Attention to Detail: Must be detail-oriented, with the ability to maintain confidentiality and privacy while handling sensitive member information.

Multitasking Abilities: Capability to navigate multiple computer systems and software programs simultaneously, ensuring you can access the information needed to assist members effectively.

Communication Skills: Excellent verbal and written communication skills, with the ability to listen actively, empathize with callers, and convey complex information clearly.

Problem-Solving Skills: Strong analytical abilities to research issues, identify solutions, and resolve member concerns efficiently.

Adaptability: Willingness to learn and adapt to new processes, technologies, and changes in the healthcare industry.

Preferred Qualifications

While not required, the following qualifications will help you stand out:

Bilingual proficiency in Spanish (eligible for the $1 per hour premium).

Previous experience in the health insurance industry.

Knowledge of Medicare supplement plans or familiarity with Blue Cross Blue Shield products.

Experience with customer relationship management (CRM) software.

Career Growth Opportunities: Your Future at arenaflex

At arenaflex, we believe in investing in our employees' growth and development. This remote Customer Advocate role is just the beginning of a fulfilling career with us. As you gain experience and demonstrate your potential, you'll have access to various advancement opportunities within the organization.

Many of our current leaders started in entry-level customer service roles and progressed into supervisory, managerial, and specialized positions. Whether you're interested in pursuing a career in training, quality assurance, operations, or another area of the business, arenaflex supports your aspirations. We offer tuition reimbursement to help you further your education and develop new skills that can accelerate your career progression.

Additionally, we provide ongoing training and professional development opportunities to ensure you remain at the forefront of industry trends and best practices. Our commitment to internal promotion means that your dedication and hard work can lead to meaningful advancement within our organization.

Our Culture: Building a Community of Care

arenaflex is more than just a workplace—it's a community committed to making a difference in the lives of Arizonans. Our mission is to inspire health and make it easy, and we live this mission every day through our interactions with members and each other. We foster a culture of inclusivity, respect, and collaboration, where every team member's contributions are valued and celebrated.

As a remote employee, you'll still be part of our vibrant community. We host virtual team-building events, recognition programs, and opportunities to connect with colleagues across the organization. You'll never feel isolated, as our leadership and support teams are always just a message or call away.

We are also deeply committed to giving back to our communities. Through our paid volunteer hours and various community outreach programs, you'll have the chance to make a positive impact beyond your daily work. Whether it's supporting local health initiatives, participating in charitable events, or volunteering your time, arenaflex encourages you to be an active citizen in your community.

Our Commitment to Diversity and Inclusion

arenaflex is proud to be an equal-opportunity employer. We do not discriminate in hiring or employment on the basis of race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other protected group. We believe that diverse perspectives and experiences make our team stronger and enable us to better serve our members. We are committed to creating an inclusive environment where everyone can thrive and contribute their best work.

Join Us: Apply Today

Imagine doing life-changing work and helping more than one million Arizonans live healthier, longer lives. That's the kind of satisfaction you'll find when you work at arenaflex. Our exceptional teams have been transforming healthcare for more than 80 years, and we continue to innovate and adapt to meet the evolving needs of our members.

If you're ready to take the next step in your career and join a team that values excellence, empathy, and integrity, we encourage you to apply for this position. You'll enjoy competitive compensation, comprehensive benefits, flexible work arrangements, and the opportunity to make a real difference in people's lives.

At arenaflex, your journey starts here. Apply now to become part of our team and help us continue our mission of inspiring health and making it easy for all Arizonans.

We look forward to welcoming you to the arenaflex family!

Remote Health Insurance Customer Advocate - Inbound Phone Support Specialist (Full-Time)