Experienced Remote Healthcare Customer Advisor – Special Needs Family Support & Care Coordination (National Telecommute)

About arenaflex and the Opportunity Ahead

At arenaflex, we believe that healthcare should never be a maze—it should be a pathway to better living. We are reimagining the healthcare experience for individuals and families across the United States, building a system that is more responsive, more affordable, and fundamentally more human. Every call answered, every question resolved, and every family supported through arenaflex contributes to healthier communities and a more equitable future. The work our Care Advisors do isn’t just a job; it’s a calling that touches the lives of millions of people in meaningful, lasting ways.

We are currently seeking a compassionate, resourceful, and driven Healthcare Customer Advisor – Special Needs Family Support to join our national remote team. This is a fully telecommute position, open to candidates living anywhere within the United States. As a Care Advisor, you will become a trusted ally for families navigating the complexities of healthcare for loved ones with special needs. You’ll serve as their advocate, problem-solver, and ongoing resource—delivering extraordinary experiences during some of life’s most challenging moments.

Your Role as a Care Advisor at arenaflex

As a member of our highly skilled Family Engagement Center team, you will be the primary point of contact for members and families who need a steady hand and a kind heart. Care Advisors at arenaflex are empowered to fast-track resolutions, think creatively, and serve as a continuous resource throughout a family’s healthcare journey. Your work will span benefits navigation, claims and billing support, prior authorizations, appeals, and connecting families to community resources during critical transition periods.

Key Responsibilities

• Provide holistic, wraparound support to members who have special needs themselves or who are caring for children or family members with special needs, owning issues from first contact through full resolution.
• Serve as an ongoing, trusted point of contact for members, primarily via phone, with additional support delivered through email, chat, and text—creating a memorable, positive experience with every interaction.
• Build and nurture meaningful relationships with members, their families, and teammates across the organization.
• Make confident decisions independently, solve complex problems creatively, and exercise sound judgment and critical thinking in every situation.
• Consistently follow through on commitments, framing realistic expectations for members and following up on every promise made.
• Plan, prioritize, organize, and complete work efficiently to meet established objectives and timelines for the families we serve.
• Manage project time carefully to ensure all follow-up and outreach work is completed accurately and on schedule.
• Serve families across a range of low, moderate, and high needs, as determined by clinical factors, financial impact, and escalation level.
• Conduct proactive outreach calls to initiate contact with members referred by executives and strategic partners.
• Maintain accurate family counts and detailed documentation within our case management platform.
• Foster a strong team environment through mentoring, collaboration, and serving as a knowledgeable resource for colleagues.
• Anticipate member needs and proactively seek out external and internal resources or partners to add unexpected value.
• Make appropriate referrals to other programs and services, with or without technology guidance, based on member needs.
• Deliver consistently high-quality member experiences, as reflected in post-contact surveys and member feedback.

What You’ll Bring to arenaflex

To succeed as a Special Needs Service Advocate at arenaflex, you will bring a unique blend of empathy, tenacity, and practical problem-solving skills. You are the kind of person who listens deeply, thinks critically, and acts with genuine care. You thrive in fast-paced environments where no two days are alike, and you find energy in helping others navigate complexity.

Core Competencies and Personal Qualities

• A genuine passion for helping individuals and families of children with special needs.
• Strong empathy, compassion, and active listening skills.
• A proactive, organized, resourceful, and relentless approach to solving issues and providing support; you think outside the box.
• Sharp critical thinking and problem-solving abilities, with the capacity to prioritize time efficiently.
• Self-starter mentality and the ability to thrive in ambiguity, even when established processes don’t yet exist.
• A continuous motivation to improve processes and drive better outcomes for members.
• Excellent written and verbal communication skills, with the ability to understand a wide range of special needs conditions, recognize their impact on families, and tailor your approach to each unique individual.
• The ability to diffuse member distress, manage complex and emotionally charged situations, and translate complex benefit terminology into clear, understandable language.
• A collaborative spirit and the ability to work effectively within a team.
• A strong focus on putting members’ needs at the center of every decision.
• A drive to add value by consistently delivering more than the customer expects.
• Agility and flexibility to excel in a constantly evolving, fast-paced work environment.
• The ability to quickly onboard new members, review their history, and confidently address their needs.
• Energy and resilience for what needs to be done and the challenges that come with it.
• A coachable mindset focused on professional development and the ability to implement constructive feedback.
• Highly skilled de-escalation techniques and the ability to move conversations toward building trust.
• High emotional intelligence, with the ability to separate personal feelings from complaints and remain focused on delivering thoughtful, compassionate care.

Required Qualifications

• High School Diploma / GED OR equivalent work experience.
• 1+ years of experience helping, resolving, or advocating on behalf of members or customers.
• Proficiency with computers and Microsoft Office, including Microsoft Word (creating correspondence and working within templates), Microsoft Excel (sorting, filtering, and creating simple spreadsheets), and Microsoft Outlook (email and calendar management).
• Availability to work 40 hours per week, Monday through Friday, from 9:45am to 6:15pm CST. Occasional overtime may be required based on business needs.
• Must be 18 years of age or older.

Preferred Qualifications

• 1+ years of A4Me experience OR 3+ months of Quick Assist experience.
• Claims processing experience.
• Experience providing care for children with special needs.
• Experience working within a member-focused healthcare environment.
• Experience in a service delivery capacity such as social services, caregiving, hospitality, social work, sales, or non-profit agencies.

Training, Schedule, and Telecommute Setup

This is a full-time, 40-hour-per-week position, Monday through Friday, from 9:45am to 6:15pm CST, operating within our Family Engagement Center. To set you up for success, arenaflex provides an extensive 18 weeks of paid training. During training, hours will be 8:00am to 4:30pm CST, with a ramp-up to your regular schedule of 9:45am to 6:15pm CST during the final four weeks. All telecommuters are required to adhere to arenaflex’s Telecommuter Policy.

Telecommute Requirements

• Ability to keep all company-sensitive documents secure.
• A dedicated work area that is separated from other living areas and provides information privacy.
• Must live in a location that can receive an arenaflex-approved high-speed internet connection or leverage an existing high-speed internet service.

Compensation, Benefits, and Perks

At arenaflex, your work is recognized, your growth is supported, and your well-being matters. We offer a comprehensive benefits package designed to reward your performance and help you thrive in every area of life. Compensation is competitive and based on factors such as education, work experience, and certifications. For residents of California, Colorado, Connecticut, Nevada, New York, New Jersey, Washington, and Rhode Island, the hourly range is $18.80 to $36.78 per hour.

In addition to your base pay, arenaflex provides a robust suite of benefits and incentives, including:

• A comprehensive medical, dental, and vision benefits package.
• Incentive and recognition programs that celebrate your contributions.
• Equity stock purchase opportunities.
• A 401(k) contribution program to help you build long-term financial security.
• Paid training and continuous professional development.
• Generous paid time off and holiday schedules.
• Employee assistance programs and wellness resources.

All benefits are subject to eligibility requirements. Wherever your career with arenaflex begins, you’ll find a far-reaching choice of opportunities and a clear pathway to roles that match your evolving interests and ambitions.

Our Culture, Mission, and Commitment to Equity

At arenaflex, our mission is to help people live healthier lives and make the health system work better for everyone. We believe that every individual—regardless of race, gender, sexuality, age, location, or income—deserves the opportunity to live their healthiest life. We recognize that barriers to good health still exist and are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are deeply committed to mitigating our environmental impact and delivering equitable care that addresses health disparities and improves health outcomes for all.

Diversity creates a healthier atmosphere, and arenaflex is proud to be an Equal Employment Opportunity and Affirmative Action employer. All qualified applicants receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. arenaflex is a drug-free workplace, and candidates are required to pass a drug test before beginning employment.

Your Next Step Toward a Meaningful Career

If you are looking for a career where compassion meets purpose, where your communication skills can change lives, and where you can grow professionally while making a real difference for families navigating special needs care, arenaflex is the place for you. Bring your empathy, your resourcefulness, and your drive to help others, and join a team that is redefining what healthcare support looks like in America. We can’t wait to meet you. Apply today and start doing your life’s best work with arenaflex.