Customer Service Trainee – Senior Care Support Specialist for Medicare‑Eligible Members

Welcome to arenaflex – A Leader in Health Benefits Innovation
At arenaflex, we are dedicated to empowering individuals and families to achieve better health outcomes through innovative, affordable, and compassionate health benefit solutions. Since our founding in the mid‑1940s, we have grown into the largest health benefit plan provider in Tennessee, serving millions of members across the United States. Our deep‑rooted commitment to community health, financial wellness, and exceptional member experiences makes us a trusted partner for seniors, families, and employers alike. As a remote‑first organization, we blend cutting‑edge technology with a human‑centered approach, giving our employees the flexibility to thrive from anywhere while staying connected to a vibrant, supportive corporate culture.

Why This Role Matters
Our Senior Care Customer Service Department is the front line of support for Medicare‑eligible members who depend on clear, compassionate, and timely assistance. As a Customer Service Trainee you will join a team of dedicated professionals, learning the art and science of senior‑focused service. You will gain deep insights into healthcare navigation, benefit eligibility, prescription fulfillment, and provider coordination—all while honing the multitasking skills that set elite service representatives apart.

Program Overview – Training That Sets You Up for Success
The training program is a structured, 12‑ to 14‑week intensive designed to transform motivated candidates into confident, independent customer service experts. The program starts on June 23, 2025 and blends virtual learning with in‑person immersion:

Weeks 1‑6: One day per week on site at our Chattanooga hub, complemented by remote classroom sessions, interactive simulations, and real‑time coaching.
Weeks 7‑14: Multiple days per week on site for hands‑on practice, shadowing seasoned agents, and mastering the full suite of communication channels (phone, chat, email, and TEAMS).
Schedule: Training hours are 8:00 am – 4:45 pm EST, with a brief lunch break and scheduled breaks to keep you refreshed.
Post‑Training: Upon successful completion you will transition into a rotating shift schedule that covers the full span of our service window—from 8:00 am EST to as late as 9:00 pm EST—ensuring coverage for members across time zones.

Applicants must reside within a 50‑mile radius of Chattanooga, TN, to attend the on‑site components. Relocation assistance is available for qualified candidates who need to move to the area.

Key Responsibilities – What You’ll Do Every Day
As a Customer Service Trainee you will be entrusted with a wide range of member‑focused duties. Your day‑to‑day responsibilities will include, but are not limited to:

Receiving, investigating, and resolving member inquiries with speed, accuracy, and empathy.
Providing detailed assistance on locating in‑network providers, understanding benefit coverage, and navigating the Medicare system.
Handling billing questions, prescription requests, and eligibility verification, ensuring compliance with federal and state regulations.
Documenting every interaction clearly and thoroughly within our CRM platform, capturing essential data for future reference and analytics.
Communicating via multiple channels—Phone, Live Chat, Email, and Microsoft TEAMS—to meet members where they prefer.
Educating members on self‑service tools and resources to encourage first‑contact resolution.
Maintaining a high level of professionalism while typing and speaking simultaneously, ensuring that information is recorded accurately in real time.
Participating in scheduled testing and performance assessments to gauge skill development and readiness for full‑time duties.
Adhering to flexible shift patterns, including occasional overtime, to meet fluctuating call volume demands.
Collaborating with cross‑functional teams—claims, pharmacy, and provider relations—to resolve complex member issues.


Essential Qualifications – What We Expect From You

Education: High School Diploma or equivalent (GED).
Experience: Minimum of 1 year in a customer service or member support role, preferably within a medical office, senior‑care setting, or health insurance environment.
Technical Proficiency: Strong command of Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) and comfort navigating web‑based applications.
Communication Skills: Excellent oral and written communication abilities; clear articulation of complex information in simple terms.
Interpersonal Skills: Ability to build rapport, demonstrate patience, and diffuse stressful situations with calm professionalism.
Organizational Skills: Exceptional time‑management and multitasking capabilities, with a demonstrated ability to prioritize competing tasks.
Decision‑Making: Sound judgment and independent problem‑solving, balanced with a willingness to seek guidance when appropriate.
Technical Dexterity: Ability to type and speak simultaneously without sacrificing clarity or accuracy.
Compliance: Willingness to pass required testing, background checks, and the mandatory tobacco‑free screening.


Preferred Qualifications – What Will Set You Apart

Previous experience supporting Medicare‑eligible or senior populations.
Familiarity with healthcare terminology, claims processing, and provider network structures.
Experience using customer relationship management (CRM) platforms or ticketing systems.
Demonstrated ability to work in a fast‑paced, high‑volume contact center environment.
Certifications in customer service excellence, healthcare administration, or related fields.


Core Skills & Competencies – The Toolkit for Success

Empathy & Active Listening: Truly understand member concerns and respond with compassion.
Analytical Thinking: Diagnose issues quickly, identify root causes, and propose effective solutions.
Technical Adaptability: Quickly learn new software tools, portals, and digital workflows.
Team Collaboration: Share knowledge, support colleagues, and contribute to a culture of continuous improvement.
Resilience: Maintain a positive attitude in the face of high call volumes and complex problems.
Attention to Detail: Accurately capture data and follow compliance guidelines.


Compensation, Perks, & Benefits – We Invest in Our People
While the exact salary range will be discussed during the interview process, arenaflex offers a competitive compensation package that includes:

Comprehensive health, dental, and vision insurance plans.
Retirement savings options with company matching contributions.
Paid time off, holidays, and flexible paid sick leave.
Remote‑work stipend for home office setup and high‑speed internet.
Professional development budget for certifications, webinars, and industry conferences.
Employee Assistance Program (EAP) supporting mental health and personal well‑being.
Wellness initiatives, including gym membership discounts and virtual fitness classes.
Transportation assistance for on‑site training days, and relocation support for qualifying candidates.
Commitment to a tobacco‑free workplace, with resources and counseling available to assist with cessation.


Career Path & Growth – Your Future at arenaflex
The Customer Service Trainee program is a launchpad for long‑term career growth within arenaflex. Successful graduates often progress to roles such as:

Senior Member Services Representative.
Team Lead or Supervisory positions within the Senior Care Contact Center.
Specialist roles in claims adjudication, pharmacy services, or provider networks.
Training and Quality Assurance positions, helping shape the next generation of agents.
Cross‑functional opportunities in operations, analytics, or member experience strategy.

Our internal talent mobility policy encourages employees to explore different departments, acquire new certifications, and take advantage of mentorship programs. Whether you envision a career in front‑line support, operational leadership, or strategic health‑plan management, arenaflex provides the roadmap and resources to get you there.

Work Environment & Culture – What It’s Like to Be Part of arenaflex
arenaflex prides itself on a culture that balances high performance with genuine care for each employee’s personal and professional fulfillment. Key elements of our workplace include:

Remote‑First Flexibility: Most roles are fully or partially remote, granting you autonomy over your workspace while staying connected through virtual collaboration tools.
Inclusive Excellence: We are an equal‑opportunity employer, embracing diversity of thought, background, and identity. All hiring, promotion, and development decisions are made without regard to race, gender, age, religion, sexual orientation, disability, veteran status, or any protected characteristic.
Community Engagement: Employees regularly volunteer in local health‑promotion initiatives, senior‑center events, and wellness workshops.
Continuous Learning: Quarterly learning circles, internal webinars, and a robust knowledge base keep you at the forefront of industry best practices.
Recognition Programs: Peer‑to‑peer awards, milestone celebrations, and performance bonuses acknowledge outstanding contributions.


Application Process – Take the Next Step
If you are ready to launch a rewarding career helping seniors navigate their health benefits, we invite you to apply today. Submit your resume and a brief cover letter outlining your relevant experience and why you are passionate about senior care. Our recruitment team will review applications on a rolling basis and contact qualified candidates for a virtual interview.
Join arenaflex and become part of a purpose‑driven organization where every interaction makes a difference in the lives of our members. Your dedication, empathy, and drive will help us deliver peace of mind through better health—one conversation at a time.
Apply Now


Apply Now