Customer Service Representative Team Lead – National Remote – Medicaid Behavioral Health Support & Care Coordination at arenaflex
Welcome to arenaflex – Transforming Health Through Compassionate Service
At arenaflex, we are a global health‑technology leader dedicated to connecting millions of people with the care, pharmacy benefits, data, and resources they need to live healthier, fuller lives. Our mission is simple yet powerful: help individuals thrive by removing barriers to care and advancing health equity on a worldwide scale. As a member of our dynamic team, you’ll join a culture that celebrates diversity, fosters inclusion, and empowers each employee to grow personally and professionally. From comprehensive benefits to purposeful career pathways, arenaflex offers a collaborative environment where every voice matters and every effort drives real impact.
Position Overview – Customer Service Representative Team Lead (Remote)
The Customer Service Representative Team Lead is the frontline champion for Medicaid‑eligible members seeking behavioral health services in Salt Lake County. Working remotely, you will lead a group of dedicated representatives, field inbound inquiries, provide accurate referrals, verify eligibility, and ensure seamless navigation of our integrated care ecosystem. This full‑time, 40‑hour per week role demands flexibility across a range of shift windows (8:00 am – 11:00 pm EST) and occasional overtime to meet business needs. You’ll benefit from extensive on‑the‑job training, clear performance metrics, and opportunities to mentor teammates while shaping future service‑delivery initiatives.
Key Responsibilities
Inbound Call Management: Answer and triage high‑volume phone calls from Medicaid members, families, and providers regarding behavioral health options in Salt Lake County.
Referral & Navigation: Research and deliver accurate referrals to qualified behavioral health providers and community agencies, ensuring members receive timely, appropriate care.
Eligibility Verification: Utilize arenaflex’s secure database to confirm Medicaid eligibility, updating records in real time and communicating eligibility status to callers.
Information Accuracy: Provide callers with precise contact details—phone numbers, addresses, office hours—especially when they have reached the wrong department or organization.
Team Leadership: Coach, mentor, and evaluate a small team of customer service representatives, fostering a high‑performance culture and encouraging continuous learning.
Administrative Support: Complete documentation, data entry, and reporting tasks that underpin the broader Care Coordination team’s objectives.
Performance Analytics: Track key performance indicators (KPIs), identify trends, and propose process improvements to senior management.
Compliance & Security: Uphold arenaflex’s data‑privacy standards, ensuring all member information remains confidential and secure.
Essential Qualifications
High School Diploma or GED (required).
Minimum of 2 years of customer service experience in insurance, medical, behavioral health, or financial‑technology environments.
Proficiency with Windows PC applications and ability to quickly master complex software platforms.
Strong organizational abilities and the capacity to manage multiple service lines and Medicaid benefit plans simultaneously.
Demonstrated flexibility to work varied shift schedules, including evenings, weekends, and occasional overtime.
Age 18 or older, with the legal right to work in the United States.
Preferred Qualifications & Desirable Experience
Hands‑on experience with financial health technology platforms.
Prior exposure to Medicaid or other public‑assistance programs, especially within behavioral health contexts.
Familiarity with telehealth tools and virtual care coordination workflows.
Experience leading small remote teams or facilitating virtual training sessions.
Core Soft Skills & Competencies
Empathy & Active Listening: Ability to understand member concerns, convey compassion, and tailor solutions to individual needs.
Multi‑Tasking: Efficiently juggle call handling, data entry, and team coaching without sacrificing quality.
Problem Solving: Quickly identify root causes of member issues and devise practical, actionable resolutions.
Communication: Clear, concise verbal and written communication skills, essential for both member interactions and internal reporting.
Adaptability: Thrive in a fast‑changing environment, embracing new technologies and shifting priorities with ease.
Telecommuting Requirements
Maintain a dedicated, private workspace separate from communal living areas to ensure information privacy.
Secure all company‑sensitive documents and digital assets in accordance with arenaflex’s data‑security policies.
Reside in a location capable of supporting an arenaflex‑approved high‑speed internet connection (minimum 25 Mbps download, 5 Mbps upload).
Adhere to arenaflex’s Telecommuter Policy, including regular attendance at virtual meetings and compliance with device‑management protocols.
Compensation, Benefits & Perks
arenaflex offers a competitive hourly wage ranging from $19.47 to $38.08, calibrated to local labor markets, education level, experience, and certifications. In addition to base pay, eligible employees receive a comprehensive benefits suite that may include:
Health, dental, and vision insurance with multiple plan options.
Flexible spending accounts (FSAs) and health savings accounts (HSAs).
Life and disability coverage.
Retirement savings plans with employer matching contributions.
Equity stock purchase programs and performance‑based incentive bonuses.
Paid time off, parental leave, and paid holidays.
Professional development stipends, tuition assistance, and certification reimbursement.
Employee assistance programs (EAP) for mental health, financial counseling, and wellness resources.
Career Growth & Learning Opportunities
At arenaflex, your career trajectory is shaped by your ambition and the organization’s commitment to internal mobility. As a Team Lead, you will gain exposure to strategic decision‑making, data analytics, and cross‑functional collaboration—experience that positions you for advanced roles such as Care Coordination Manager, Operations Analyst, or even senior leadership positions within our national network. arenaflex invests heavily in continuous learning through virtual training modules, mentorship programs, and access to industry conferences, ensuring you stay ahead of emerging trends in health technology and behavioral health services.
Work Environment & Company Culture
Our remote workforce enjoys a culture built on trust, accountability, and shared purpose. arenaflex celebrates diversity in every form and believes that inclusive teams drive innovation and superior member outcomes. Regular virtual town halls, employee resource groups, and recognition programs foster a sense of belonging and celebrate achievements across all levels. We champion work‑life balance, offering flexible scheduling, mental‑health days, and wellness challenges that empower employees to thrive both personally and professionally.
Why Join arenaflex?
Joining arenaflex means becoming part of a mission‑driven organization where your daily interactions directly influence community health. You will be at the nexus of technology, care coordination, and compassionate service—helping Medicaid members in Salt Lake County access the behavioral health resources they need. If you are motivated by purpose, eager to lead a remote team, and dedicated to delivering exceptional member experiences, we invite you to bring your talent to arenaflex.
Application Process
Ready to make an impact? Submit your application today and take the first step toward a rewarding career with arenaflex. Our recruiting team will review your qualifications, and qualified candidates will be contacted for a virtual interview. This posting will remain active for a minimum of two business days or until a sufficient pool of candidates is gathered.
Apply Now
Apply Now
At arenaflex, we are a global health‑technology leader dedicated to connecting millions of people with the care, pharmacy benefits, data, and resources they need to live healthier, fuller lives. Our mission is simple yet powerful: help individuals thrive by removing barriers to care and advancing health equity on a worldwide scale. As a member of our dynamic team, you’ll join a culture that celebrates diversity, fosters inclusion, and empowers each employee to grow personally and professionally. From comprehensive benefits to purposeful career pathways, arenaflex offers a collaborative environment where every voice matters and every effort drives real impact.
Position Overview – Customer Service Representative Team Lead (Remote)
The Customer Service Representative Team Lead is the frontline champion for Medicaid‑eligible members seeking behavioral health services in Salt Lake County. Working remotely, you will lead a group of dedicated representatives, field inbound inquiries, provide accurate referrals, verify eligibility, and ensure seamless navigation of our integrated care ecosystem. This full‑time, 40‑hour per week role demands flexibility across a range of shift windows (8:00 am – 11:00 pm EST) and occasional overtime to meet business needs. You’ll benefit from extensive on‑the‑job training, clear performance metrics, and opportunities to mentor teammates while shaping future service‑delivery initiatives.
Key Responsibilities
Inbound Call Management: Answer and triage high‑volume phone calls from Medicaid members, families, and providers regarding behavioral health options in Salt Lake County.
Referral & Navigation: Research and deliver accurate referrals to qualified behavioral health providers and community agencies, ensuring members receive timely, appropriate care.
Eligibility Verification: Utilize arenaflex’s secure database to confirm Medicaid eligibility, updating records in real time and communicating eligibility status to callers.
Information Accuracy: Provide callers with precise contact details—phone numbers, addresses, office hours—especially when they have reached the wrong department or organization.
Team Leadership: Coach, mentor, and evaluate a small team of customer service representatives, fostering a high‑performance culture and encouraging continuous learning.
Administrative Support: Complete documentation, data entry, and reporting tasks that underpin the broader Care Coordination team’s objectives.
Performance Analytics: Track key performance indicators (KPIs), identify trends, and propose process improvements to senior management.
Compliance & Security: Uphold arenaflex’s data‑privacy standards, ensuring all member information remains confidential and secure.
Essential Qualifications
High School Diploma or GED (required).
Minimum of 2 years of customer service experience in insurance, medical, behavioral health, or financial‑technology environments.
Proficiency with Windows PC applications and ability to quickly master complex software platforms.
Strong organizational abilities and the capacity to manage multiple service lines and Medicaid benefit plans simultaneously.
Demonstrated flexibility to work varied shift schedules, including evenings, weekends, and occasional overtime.
Age 18 or older, with the legal right to work in the United States.
Preferred Qualifications & Desirable Experience
Hands‑on experience with financial health technology platforms.
Prior exposure to Medicaid or other public‑assistance programs, especially within behavioral health contexts.
Familiarity with telehealth tools and virtual care coordination workflows.
Experience leading small remote teams or facilitating virtual training sessions.
Core Soft Skills & Competencies
Empathy & Active Listening: Ability to understand member concerns, convey compassion, and tailor solutions to individual needs.
Multi‑Tasking: Efficiently juggle call handling, data entry, and team coaching without sacrificing quality.
Problem Solving: Quickly identify root causes of member issues and devise practical, actionable resolutions.
Communication: Clear, concise verbal and written communication skills, essential for both member interactions and internal reporting.
Adaptability: Thrive in a fast‑changing environment, embracing new technologies and shifting priorities with ease.
Telecommuting Requirements
Maintain a dedicated, private workspace separate from communal living areas to ensure information privacy.
Secure all company‑sensitive documents and digital assets in accordance with arenaflex’s data‑security policies.
Reside in a location capable of supporting an arenaflex‑approved high‑speed internet connection (minimum 25 Mbps download, 5 Mbps upload).
Adhere to arenaflex’s Telecommuter Policy, including regular attendance at virtual meetings and compliance with device‑management protocols.
Compensation, Benefits & Perks
arenaflex offers a competitive hourly wage ranging from $19.47 to $38.08, calibrated to local labor markets, education level, experience, and certifications. In addition to base pay, eligible employees receive a comprehensive benefits suite that may include:
Health, dental, and vision insurance with multiple plan options.
Flexible spending accounts (FSAs) and health savings accounts (HSAs).
Life and disability coverage.
Retirement savings plans with employer matching contributions.
Equity stock purchase programs and performance‑based incentive bonuses.
Paid time off, parental leave, and paid holidays.
Professional development stipends, tuition assistance, and certification reimbursement.
Employee assistance programs (EAP) for mental health, financial counseling, and wellness resources.
Career Growth & Learning Opportunities
At arenaflex, your career trajectory is shaped by your ambition and the organization’s commitment to internal mobility. As a Team Lead, you will gain exposure to strategic decision‑making, data analytics, and cross‑functional collaboration—experience that positions you for advanced roles such as Care Coordination Manager, Operations Analyst, or even senior leadership positions within our national network. arenaflex invests heavily in continuous learning through virtual training modules, mentorship programs, and access to industry conferences, ensuring you stay ahead of emerging trends in health technology and behavioral health services.
Work Environment & Company Culture
Our remote workforce enjoys a culture built on trust, accountability, and shared purpose. arenaflex celebrates diversity in every form and believes that inclusive teams drive innovation and superior member outcomes. Regular virtual town halls, employee resource groups, and recognition programs foster a sense of belonging and celebrate achievements across all levels. We champion work‑life balance, offering flexible scheduling, mental‑health days, and wellness challenges that empower employees to thrive both personally and professionally.
Why Join arenaflex?
Joining arenaflex means becoming part of a mission‑driven organization where your daily interactions directly influence community health. You will be at the nexus of technology, care coordination, and compassionate service—helping Medicaid members in Salt Lake County access the behavioral health resources they need. If you are motivated by purpose, eager to lead a remote team, and dedicated to delivering exceptional member experiences, we invite you to bring your talent to arenaflex.
Application Process
Ready to make an impact? Submit your application today and take the first step toward a rewarding career with arenaflex. Our recruiting team will review your qualifications, and qualified candidates will be contacted for a virtual interview. This posting will remain active for a minimum of two business days or until a sufficient pool of candidates is gathered.
Apply Now
Apply Now