Customer Experience Representative – Remote (Kentucky & Ohio Residents) – Member & Provider Support Specialist

About arenaflex – Transforming Health Care Through Compassionate Service

arenaflex is a leading health‑care organization dedicated to delivering high‑quality, affordable health solutions to millions of members across the United States. Our mission is to empower individuals and families by providing seamless access to medical services, innovative health plans, and personalized support. As a technology‑driven, member‑focused company, arenaflex blends cutting‑edge digital tools with a human‑centered approach, ensuring every interaction is rooted in empathy, integrity, and excellence.

We are expanding our Customer Experience team and are looking for passionate, detail‑oriented professionals who thrive in fast‑paced environments and love helping people navigate the complexities of health care. If you reside in Kentucky or Ohio and are eager to make a meaningful impact from the comfort of your home, this role could be your next great career move.

Position Overview – What You’ll Do

As a Remote Customer Experience Representative at arenaflex, you will be the frontline voice for our members and providers. You will handle inquiries across multiple channels, resolve issues promptly, and champion a culture of service excellence. Your day‑to‑day responsibilities will include:

Core Responsibilities

• Deliver outstanding support to arenaflex members and health‑care providers via phone, live chat, email, and other digital platforms.
• Navigate and assist with Medicaid, Medicare, and Marketplace health plans, ensuring accurate eligibility and benefit information.
• Conduct health‑assessment surveys and gather feedback to continuously improve the member and provider experience.
• Document every interaction meticulously in our CRM system, capturing essential details for future reference and compliance.
• Maintain scheduled shifts, including lunch and break periods, while being flexible to work overtime or weekends when business needs arise.
• Build rapport quickly, demonstrating empathy and active listening to exceed customer expectations.
• Achieve and surpass performance metrics such as Call Quality, Attendance, Adherence, and other contact‑center objectives.
• Collaborate proactively with internal teams (e.g., Claims, Billing, Provider Services) and external partners to resolve complex issues.
• Take ownership of each case, providing real‑time resolutions or timely follow‑ups to ensure satisfaction.
• Support providers with inquiries related to member eligibility, benefit coverage, Provider Portal navigation, and claim status.
• Communicate professionally and clearly, adapting tone and style to suit diverse audiences.

Essential Qualifications – What We’re Looking For

Education & Experience

• High school diploma or GED equivalent; an Associate’s degree is preferred.
• 1–3 years of sales or customer‑service experience in a high‑volume, fast‑paced environment.

Technical Proficiency

• Comfortable using Microsoft Office suite (Word, Excel, Outlook).
• Familiarity with contact‑center platforms such as Genesys, Salesforce, Pega, Verint, or similar CRM tools.
• Experience with health‑care specific systems (e.g., QNXT, Availity, CVS Caremark) is a strong plus.
• Ability to navigate video‑conferencing tools (Microsoft Teams, Zoom) and collaborate in a virtual workspace.

Core Skills & Abilities

• Exceptional verbal and written communication skills, with a focus on clarity and empathy.
• Strong active‑listening abilities to accurately capture member and provider concerns.
• Demonstrated problem‑solving aptitude and the capacity to think on your feet.
• Self‑motivation and accountability; you take ownership of each interaction and follow through to resolution.
• Ability to meet or exceed individual performance goals while maintaining a positive attitude.
• Team‑player mindset with a willingness to collaborate across departments and share knowledge.

Preferred Qualifications – What Sets You Apart

• Associate’s degree in Business, Health Administration, Communications, or a related field.
• Additional 1–3 years of experience in health‑care customer support, insurance, or related industries.
• Hands‑on experience with Kronos or similar workforce‑management tools.
• Certification or formal training in customer‑service excellence, conflict resolution, or health‑care compliance.
• Demonstrated ability to handle multi‑tasking in a remote environment while maintaining high productivity.

Career Growth & Development Opportunities

arenaflex invests heavily in the professional development of its employees. As a Remote Customer Experience Representative, you will have access to:

• Comprehensive onboarding and continuous training programs covering product knowledge, compliance, and advanced communication techniques.
• Mentorship from seasoned leaders in the Customer Experience and Operations departments.
• Opportunities to cross‑train in related areas such as Claims Processing, Provider Relations, and Sales Enablement.
• Clear career pathways leading to senior support roles, team lead positions, and specialized analyst or trainer tracks.
• Tuition reimbursement and support for certifications that enhance your skill set.

Compensation, Benefits & Perks

arenaflex offers a competitive hourly wage ranging from $11.09 to $24.02, with actual compensation adjusted based on geographic location, experience, education, and skill level. In addition to base pay, you can expect:

• Health, dental, and vision insurance plans with generous employer contributions.
• Flexible paid time off (PTO) and paid holidays to support work‑life balance.
• Retirement savings options, including a 401(k) with company match.
• Employee assistance programs (EAP) for mental health, financial counseling, and wellness resources.
• Remote‑work stipend covering home‑office equipment, internet, and ergonomic accessories.
• Recognition programs that celebrate outstanding performance and customer service excellence.

Work Environment & Culture at arenaflex

Our remote workforce is built on trust, collaboration, and a shared commitment to improving health outcomes. At arenaflex you will experience:

• A supportive, inclusive culture that values diversity of thought and background.
• Regular virtual team huddles, training sessions, and social events to keep connections strong.
• Transparent communication from leadership, with open forums for feedback and ideas.
• Commitment to corporate social responsibility, including community outreach and volunteer initiatives.
• Technology‑first mindset, providing you with the latest tools to succeed in a digital environment.

How to Apply – Take the Next Step with arenaflex

If you are ready to bring your passion for service, your technical aptitude, and your desire to help members and providers navigate health‑care with confidence, we want to hear from you. Click the link below to submit your application and begin a rewarding career with arenaflex.

Apply Now – Join arenaflex Today!

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability.