Job Title: Customer Service Advocate I - Remote Healthcare Member & Provider Support Specialist
Job Description:
Join Our World-Class Customer Service Team at arenaflex
Are you passionate about delivering exceptional customer experiences and making a meaningful difference in people's lives? arenaflex is seeking a talented and dedicated Customer Service Advocate I to join our dynamic healthcare support team. In this pivotal role, you will serve as the first point of contact for both internal members and healthcare providers, delivering concierge-level service that sets arenaflex apart from the competition.
At arenaflex, we believe that every interaction is an opportunity to build trust, resolve concerns, and create positive outcomes. As a Customer Service Advocate, you will be empowered to not just answer calls, but to truly advocate for those we serve. This is more than a traditional contact center position – it's a chance to be part of a patient-focused team that genuinely cares about the wellbeing of every individual who reaches out to us.
About arenaflex and Our Mission
arenaflex is a leading healthcare services organization committed to providing exceptional support to members and providers across the nation. We understand that navigating healthcare can be complex and sometimes overwhelming, which is why we built a team of passionate advocates who are dedicated to guiding individuals through their healthcare journey with empathy, expertise, and efficiency.
Our culture at arenaflex centers around three core values: integrity, excellence, and compassion. We believe that when our team members thrive, our members and providers thrive too. That's why we invest heavily in training, development, and creating an environment where everyone feels valued and supported. As a Customer Service Advocate at arenaflex, you won't just be taking calls – you'll be building relationships and making a tangible difference in the lives of those you serve.
Position Overview
This is a 12-month contract position with the possibility of extension or permanent placement based on performance. The role is primarily remote, allowing you to work from the comfort of your home office in the Woodland Hills, CA area. However, you must be willing to commute to our Woodland Hills office location when needed for team activities, employee engagement events, tech support, or during emergency situations.
The standard schedule is Monday through Friday, 9:30 AM to 6:00 PM PST. However, flexibility is essential for this role as you may be assigned different shifts, weekends, or holidays based on business needs. Additionally, overtime may be required during peak periods to ensure we maintain our exceptional service standards.
Key Responsibilities
As a Customer Service Advocate I at arenaflex, you will handle a variety of inbound calls from both internal members and healthcare providers. Your responsibilities will include but are not limited to:
Member Support: Respond to internal member customer calls to assist with eligibility information verification, understanding member benefits, ordering educational materials, updating demographic information, and problem-solving for various concerns. You will serve as a trusted resource for members seeking guidance about their healthcare coverage.
Provider Support: Handle internal provider customer calls including eligibility information inquiries, claim status updates, claim submission assistance, authorization inquiries, escalations, and provider benefits questions. You will build strong relationships with healthcare providers to ensure seamless service.
Multi-System Navigation: Efficiently navigate multiple systems simultaneously (typically 3-4 systems per call) including OMNI, Claims, Authorizations, Make payments, ABS, Outlook, and Skype IM. Strong typing skills and computer proficiency are essential for success in this role.
Quality Assurance: Maintain exceptional quality standards with a target of 95% on quality audits. Every interaction should reflect arenaflex's commitment to excellence and concierge-level service.
Schedule Adherence: Achieve 97.5% conformance to schedule and 90% adherence to schedule. Being punctual and reliable is crucial for maintaining team performance and member satisfaction.
Performance Metrics: Meet or exceed handle time, hold time, and Average Speed of Answer (ASA) goals consistently. Balance efficiency with quality to deliver outstanding customer experiences.
Training Completion: Successfully complete all training requirements including the intensive 6-week training program (8:00 AM to 4:30 PM PST, Monday through Friday). You must pass all knowledge checks within 3 attempts, with the understanding that failure after the third attempt will result in termination.
Remote Work Requirements: Maintain a reliable home office setup with high-speed internet (minimum 50 Mbps), a quiet workspace for taking calls, and excellent attendance. During any home internet or power outages, you may be required to work from the nearby office.
Essential Qualifications and Requirements
To be considered for this position, candidates must meet the following non-negotiable requirements:
Call Center Experience: Minimum of 1+ years of recent call center customer service experience. You must be comfortable working in a fast-paced, high-volume environment and thrive under pressure.
Technical Proficiency: Strong typing skills (minimum 40 WPM), proficiency in Microsoft Office applications (Excel, Word, Outlook), and the ability to multitask while navigating multiple systems and monitors simultaneously.
Work Environment: High-speed internet (at least 50 Mbps), a quiet and professional workspace at home dedicated to taking calls, and a commitment to maintaining good attendance.
Employment Stability: Strong work history demonstrating job stability. No more than 1+ year gaps on your resume. We value candidates who are committed and reliable.
Availability: Must be FLEXIBLE to work on any assigned shifts, weekends, holidays, and overtime as needed. NO TIME OFF IS ALLOWED FOR THE ENTIRE 6-WEEK TRAINING PERIOD. Availability for some Saturday training may be required.
Local Requirement: Must be local to Woodland Hills, CA area as you will need to attend an ONSITE interview, participate in office activities, employee engagement events, and be able to commute to the office when necessary.
Education: High School Diploma or GED required. Associate or Bachelor's degree preferred.
Language Skills: Knowledge of medical terminology and medical records retrieval is preferred. Bilingual Spanish is a plus but not required.
Skills and Competencies for Success
At arenaflex, we look for candidates who demonstrate the following skills and competencies:
Communication Excellence: Exceptional verbal and written communication skills with the ability to convey complex information clearly and empathetically.
Active Listening: The ability to listen attentively, understand customer needs, and respond appropriately to build trust and rapport.
Problem-Solving: Strong analytical and problem-solving skills to address customer concerns efficiently and effectively.
Adaptability: Flexibility to handle unexpected situations, learn new systems, and adapt to changing priorities in a fast-paced environment.
Emotional Intelligence: The capacity to remain calm under pressure, show empathy toward frustrated callers, and maintain professionalism at all times.
Team Player: Strong interpersonal skills and the ability to collaborate effectively with team members and cross-functional departments.
Attention to Detail: Meticulous attention to accuracy when entering data, updating information, and following protocols.
Self-Motivation: The drive to meet and exceed performance metrics while maintaining quality standards.
Training and Development
When you join arenaflex as a Customer Service Advocate I, you will undergo a comprehensive 6-week training program designed to set you up for success. Here's what you can expect:
First Day Orientation: Meet the leadership team, establish connectivity to all necessary systems, complete login credentials, and review the training agenda and expectations.
Intensive Training: Six weeks of training from 8:00 AM to 4:30 PM PST, Monday through Friday. Some Saturday training may be required.
System Mastery: In-depth training on all systems including OMNI, Claims, Authorizations, Make payments, ABS, Outlook, and Skype IM.
Knowledge Assessments: Regular knowledge checks throughout training to ensure comprehension. You will have 3 attempts to pass each assessment. Note: Failure after the third attempt will result in termination.
Ongoing Support: Access to continuous learning resources, coaching, and support from team leads and mentors.
Career Growth Opportunities
At arenaflex, we believe in investing in our people and providing clear pathways for career advancement. As a Customer Service Advocate I, you will have access to numerous growth opportunities including:
Performance-Based Advancement: Demonstrated excellence in your role can lead to advancement to Customer Service Advocate II and beyond.
Specialization Paths: Opportunities to specialize in specific areas such as claims resolution, authorization management, or quality assurance.
Leadership Development: High performers may be considered for team lead, supervisor, or management positions.
Cross-Functional Exposure: Opportunity to work with different departments and gain broad experience in healthcare operations.
Continuous Learning: Access to professional development resources, certifications, and training programs to enhance your skills and career prospects.
Work Environment and Culture
arenaflex fosters a supportive, inclusive, and performance-driven work environment. Here's what you can expect as part of our team:
Remote-First Culture: Enjoy the flexibility of working from home while staying connected to your team through modern communication tools.
Team Connection: Regular team meetings, employee engagement activities, and opportunities to connect with colleagues in person at our Woodland Hills office.
Supportive Leadership: Accessible leadership team committed to helping you succeed and grow in your role.
Work-Life Balance: Flexible scheduling options and a supportive approach to maintaining balance between work and personal life.
Inclusive Environment: A diverse and inclusive workplace where every voice is valued and respected.
Compensation and Benefits
arenaflex offers a competitive compensation package designed to recognize your skills and contributions:
Hourly Rate: $19.64 per hour
Expected Hours: 40 hours per week
Job Type: 12-month contract with potential for extension or permanent placement
Comprehensive Benefits Package:
401(k) with company matching
Dental insurance coverage
Flexible scheduling options
Comprehensive health insurance
Life insurance coverage
Paid time off
Vision insurance coverage
Holiday pay
Overtime pay when applicable
Schedule Details
Standard shift: 8 hours, Monday through Friday, 9:30 AM - 6:00 PM PST
May include weekends and holidays based on business needs
Overtime as required
Training schedule: 8:00 AM - 4:30 PM PST for 6 weeks
How to Apply
If you are ready to embark on a rewarding career with arenaflex and make a positive impact in the lives of others, we encourage you to apply today! This is an excellent opportunity for someone who thrives in a fast-paced environment, enjoys helping others, and is committed to delivering exceptional service.
To be considered, you must be local to the Woodland Hills, CA area and able to attend an onsite interview. You must also be prepared to commit to the intensive 6-week training program without any time off, and be flexible with your schedule to meet business needs.
Join arenaflex and become part of a team that truly values its employees and the important work we do in supporting members and providers across the healthcare landscape. We look forward to welcoming you aboard!
arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Join Our World-Class Customer Service Team at arenaflex
Are you passionate about delivering exceptional customer experiences and making a meaningful difference in people's lives? arenaflex is seeking a talented and dedicated Customer Service Advocate I to join our dynamic healthcare support team. In this pivotal role, you will serve as the first point of contact for both internal members and healthcare providers, delivering concierge-level service that sets arenaflex apart from the competition.
At arenaflex, we believe that every interaction is an opportunity to build trust, resolve concerns, and create positive outcomes. As a Customer Service Advocate, you will be empowered to not just answer calls, but to truly advocate for those we serve. This is more than a traditional contact center position – it's a chance to be part of a patient-focused team that genuinely cares about the wellbeing of every individual who reaches out to us.
About arenaflex and Our Mission
arenaflex is a leading healthcare services organization committed to providing exceptional support to members and providers across the nation. We understand that navigating healthcare can be complex and sometimes overwhelming, which is why we built a team of passionate advocates who are dedicated to guiding individuals through their healthcare journey with empathy, expertise, and efficiency.
Our culture at arenaflex centers around three core values: integrity, excellence, and compassion. We believe that when our team members thrive, our members and providers thrive too. That's why we invest heavily in training, development, and creating an environment where everyone feels valued and supported. As a Customer Service Advocate at arenaflex, you won't just be taking calls – you'll be building relationships and making a tangible difference in the lives of those you serve.
Position Overview
This is a 12-month contract position with the possibility of extension or permanent placement based on performance. The role is primarily remote, allowing you to work from the comfort of your home office in the Woodland Hills, CA area. However, you must be willing to commute to our Woodland Hills office location when needed for team activities, employee engagement events, tech support, or during emergency situations.
The standard schedule is Monday through Friday, 9:30 AM to 6:00 PM PST. However, flexibility is essential for this role as you may be assigned different shifts, weekends, or holidays based on business needs. Additionally, overtime may be required during peak periods to ensure we maintain our exceptional service standards.
Key Responsibilities
As a Customer Service Advocate I at arenaflex, you will handle a variety of inbound calls from both internal members and healthcare providers. Your responsibilities will include but are not limited to:
Member Support: Respond to internal member customer calls to assist with eligibility information verification, understanding member benefits, ordering educational materials, updating demographic information, and problem-solving for various concerns. You will serve as a trusted resource for members seeking guidance about their healthcare coverage.
Provider Support: Handle internal provider customer calls including eligibility information inquiries, claim status updates, claim submission assistance, authorization inquiries, escalations, and provider benefits questions. You will build strong relationships with healthcare providers to ensure seamless service.
Multi-System Navigation: Efficiently navigate multiple systems simultaneously (typically 3-4 systems per call) including OMNI, Claims, Authorizations, Make payments, ABS, Outlook, and Skype IM. Strong typing skills and computer proficiency are essential for success in this role.
Quality Assurance: Maintain exceptional quality standards with a target of 95% on quality audits. Every interaction should reflect arenaflex's commitment to excellence and concierge-level service.
Schedule Adherence: Achieve 97.5% conformance to schedule and 90% adherence to schedule. Being punctual and reliable is crucial for maintaining team performance and member satisfaction.
Performance Metrics: Meet or exceed handle time, hold time, and Average Speed of Answer (ASA) goals consistently. Balance efficiency with quality to deliver outstanding customer experiences.
Training Completion: Successfully complete all training requirements including the intensive 6-week training program (8:00 AM to 4:30 PM PST, Monday through Friday). You must pass all knowledge checks within 3 attempts, with the understanding that failure after the third attempt will result in termination.
Remote Work Requirements: Maintain a reliable home office setup with high-speed internet (minimum 50 Mbps), a quiet workspace for taking calls, and excellent attendance. During any home internet or power outages, you may be required to work from the nearby office.
Essential Qualifications and Requirements
To be considered for this position, candidates must meet the following non-negotiable requirements:
Call Center Experience: Minimum of 1+ years of recent call center customer service experience. You must be comfortable working in a fast-paced, high-volume environment and thrive under pressure.
Technical Proficiency: Strong typing skills (minimum 40 WPM), proficiency in Microsoft Office applications (Excel, Word, Outlook), and the ability to multitask while navigating multiple systems and monitors simultaneously.
Work Environment: High-speed internet (at least 50 Mbps), a quiet and professional workspace at home dedicated to taking calls, and a commitment to maintaining good attendance.
Employment Stability: Strong work history demonstrating job stability. No more than 1+ year gaps on your resume. We value candidates who are committed and reliable.
Availability: Must be FLEXIBLE to work on any assigned shifts, weekends, holidays, and overtime as needed. NO TIME OFF IS ALLOWED FOR THE ENTIRE 6-WEEK TRAINING PERIOD. Availability for some Saturday training may be required.
Local Requirement: Must be local to Woodland Hills, CA area as you will need to attend an ONSITE interview, participate in office activities, employee engagement events, and be able to commute to the office when necessary.
Education: High School Diploma or GED required. Associate or Bachelor's degree preferred.
Language Skills: Knowledge of medical terminology and medical records retrieval is preferred. Bilingual Spanish is a plus but not required.
Skills and Competencies for Success
At arenaflex, we look for candidates who demonstrate the following skills and competencies:
Communication Excellence: Exceptional verbal and written communication skills with the ability to convey complex information clearly and empathetically.
Active Listening: The ability to listen attentively, understand customer needs, and respond appropriately to build trust and rapport.
Problem-Solving: Strong analytical and problem-solving skills to address customer concerns efficiently and effectively.
Adaptability: Flexibility to handle unexpected situations, learn new systems, and adapt to changing priorities in a fast-paced environment.
Emotional Intelligence: The capacity to remain calm under pressure, show empathy toward frustrated callers, and maintain professionalism at all times.
Team Player: Strong interpersonal skills and the ability to collaborate effectively with team members and cross-functional departments.
Attention to Detail: Meticulous attention to accuracy when entering data, updating information, and following protocols.
Self-Motivation: The drive to meet and exceed performance metrics while maintaining quality standards.
Training and Development
When you join arenaflex as a Customer Service Advocate I, you will undergo a comprehensive 6-week training program designed to set you up for success. Here's what you can expect:
First Day Orientation: Meet the leadership team, establish connectivity to all necessary systems, complete login credentials, and review the training agenda and expectations.
Intensive Training: Six weeks of training from 8:00 AM to 4:30 PM PST, Monday through Friday. Some Saturday training may be required.
System Mastery: In-depth training on all systems including OMNI, Claims, Authorizations, Make payments, ABS, Outlook, and Skype IM.
Knowledge Assessments: Regular knowledge checks throughout training to ensure comprehension. You will have 3 attempts to pass each assessment. Note: Failure after the third attempt will result in termination.
Ongoing Support: Access to continuous learning resources, coaching, and support from team leads and mentors.
Career Growth Opportunities
At arenaflex, we believe in investing in our people and providing clear pathways for career advancement. As a Customer Service Advocate I, you will have access to numerous growth opportunities including:
Performance-Based Advancement: Demonstrated excellence in your role can lead to advancement to Customer Service Advocate II and beyond.
Specialization Paths: Opportunities to specialize in specific areas such as claims resolution, authorization management, or quality assurance.
Leadership Development: High performers may be considered for team lead, supervisor, or management positions.
Cross-Functional Exposure: Opportunity to work with different departments and gain broad experience in healthcare operations.
Continuous Learning: Access to professional development resources, certifications, and training programs to enhance your skills and career prospects.
Work Environment and Culture
arenaflex fosters a supportive, inclusive, and performance-driven work environment. Here's what you can expect as part of our team:
Remote-First Culture: Enjoy the flexibility of working from home while staying connected to your team through modern communication tools.
Team Connection: Regular team meetings, employee engagement activities, and opportunities to connect with colleagues in person at our Woodland Hills office.
Supportive Leadership: Accessible leadership team committed to helping you succeed and grow in your role.
Work-Life Balance: Flexible scheduling options and a supportive approach to maintaining balance between work and personal life.
Inclusive Environment: A diverse and inclusive workplace where every voice is valued and respected.
Compensation and Benefits
arenaflex offers a competitive compensation package designed to recognize your skills and contributions:
Hourly Rate: $19.64 per hour
Expected Hours: 40 hours per week
Job Type: 12-month contract with potential for extension or permanent placement
Comprehensive Benefits Package:
401(k) with company matching
Dental insurance coverage
Flexible scheduling options
Comprehensive health insurance
Life insurance coverage
Paid time off
Vision insurance coverage
Holiday pay
Overtime pay when applicable
Schedule Details
Standard shift: 8 hours, Monday through Friday, 9:30 AM - 6:00 PM PST
May include weekends and holidays based on business needs
Overtime as required
Training schedule: 8:00 AM - 4:30 PM PST for 6 weeks
How to Apply
If you are ready to embark on a rewarding career with arenaflex and make a positive impact in the lives of others, we encourage you to apply today! This is an excellent opportunity for someone who thrives in a fast-paced environment, enjoys helping others, and is committed to delivering exceptional service.
To be considered, you must be local to the Woodland Hills, CA area and able to attend an onsite interview. You must also be prepared to commit to the intensive 6-week training program without any time off, and be flexible with your schedule to meet business needs.
Join arenaflex and become part of a team that truly values its employees and the important work we do in supporting members and providers across the healthcare landscape. We look forward to welcoming you aboard!
arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.