Customer Service Representative Team Lead – National Remote – Medicaid & Behavioral Health Support Specialist

Why Join arenaflex?

At arenaflex, we are on a mission to transform health outcomes by delivering compassionate, technology‑enabled care to millions of individuals across the nation. Our culture is built on the pillars of diversity, inclusion, and continuous learning, ensuring every team member feels empowered to make a meaningful impact. When you join arenaflex, you become part of a global network of innovators, caregivers, and technology experts dedicated to advancing health equity and improving the lives of the communities we serve.

Position Overview

We are seeking a dynamic and motivated Customer Service Representative Team Lead to spearhead our remote inbound call center supporting Medicaid‑eligible consumers in Salt Lake County. In this role, you will lead by example, handle high‑volume calls, provide accurate referrals to behavioral health providers, verify eligibility, and mentor a team of customer service representatives. Your work will directly influence the health and wellbeing of our members by connecting them with the right resources at the right time.

Key Responsibilities

• Inbound Call Management: Answer, triage, and resolve a diverse range of member inquiries related to behavioral health providers, Medicaid benefit plans, and related services in Salt Lake County.
• Referral & Navigation: Conduct real‑time research using internal databases to identify appropriate health‑care providers and agencies, delivering precise referral information—including phone numbers, addresses, and eligibility criteria—to callers.
• Eligibility Verification: Utilize arenaflex’s secure Medicaid eligibility platform to confirm member status, ensuring compliance with state regulations and internal policies.
• Administrative Support: Complete documentation, update case notes, and perform supplemental tasks that bolster the Care Coordination team’s efficiency.
• Team Leadership: Coach, mentor, and monitor performance of junior representatives, providing feedback, training, and best‑practice guidance to achieve service level targets.
• Quality Assurance: Conduct regular call audits, identify improvement opportunities, and work with quality teams to enhance the overall member experience.
• Shift Flexibility: Work any of the 8‑hour shifts across the EST window (8:00 am – 11:00 pm) throughout the year, with occasional overtime as business needs dictate.

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.
• Demonstrated ability to master complex computer systems; proficient with Windows PC applications and able to learn proprietary arenaflex platforms quickly.
• Strong organizational skills and the capacity to juggle multiple service lines and Medicaid benefit plans simultaneously.
• Eligibility to work full‑time remote shifts as outlined, including flexibility for occasional overtime.
• Age 18 + and legal eligibility to work in the United States.

Preferred Qualifications

• Experience with financial health technology solutions or similar fintech platforms.
• Previous exposure to Medicaid eligibility processes and behavioral health referral networks.
• Familiarity with remote work best practices and secure data handling protocols.

Soft Skills & Core Competencies

• Communication Excellence: Clear, compassionate, and professional verbal communication tailored to diverse member populations.
• Multitasking Ability: Efficiently navigate simultaneous calls, database searches, and documentation without sacrificing accuracy.
• Problem‑Solving Mindset: Identify root causes of member issues and provide actionable solutions or timely escalations.
• Empathy & Cultural Sensitivity: Respectful engagement with members of varied cultural, socioeconomic, and linguistic backgrounds.
• Team‑Oriented Leadership: Inspire collaboration, foster a supportive environment, and drive collective performance improvements.

Telecommuting Requirements

• Dedicated, private workspace separate from household traffic to protect member information.
• High‑speed internet meeting arenaflex’s connectivity standards (minimum 25 Mbps download, 5 Mbps upload).
• Secure handling of all arenaflex‑sensitive documents, adhering to the company’s Telecommuter Policy.
• Compliance with all applicable data privacy regulations (HIPAA, state Medicaid guidelines, etc.).

Compensation, Benefits, & Perks

arenaflex offers a competitive hourly wage ranging from $19.47 to $38.08, calibrated based on geographic location, experience, education, and certifications. In addition to base pay, you will be eligible for:

• Comprehensive Health Benefits: Medical, dental, vision, and prescription coverage with flexible spending accounts.
• Retirement Savings: 401(k) plan with company match to help you build long‑term financial security.
• Equity Opportunities: Participation in an employee stock purchase program (ESPP) to share in arenaflex’s growth.
• Paid Time Off: Generous vacation, sick leave, and holidays, plus additional days for community service.
• Learning & Development: Access to arenaflex Academy, tuition reimbursement, and certification support for career advancement.
• Recognition Programs: Performance bonuses, peer‑to‑peer awards, and quarterly “Customer Hero” celebrations.
• Wellness Resources: Virtual fitness classes, mental‑health counseling, and employee assistance programs.

Career Growth & Learning Pathways

At arenaflex, your professional journey does not stop at the call‑center desk. We invest heavily in internal mobility and skill development. As a Team Lead, you will have clear pathways to roles such as:

• Senior Care Coordination Manager
• Behavioral Health Program Analyst
• Remote Operations Supervisor
• Product Specialist – Medicaid Solutions
• Leadership Development Programs for future senior management

Our mentorship model pairs you with senior leaders who provide guidance, project sponsorship, and networking opportunities across the organization.

Work Environment & Culture at arenaflex

Our remote workforce thrives on a culture of trust, respect, and collaboration. arenaflex promotes:

• Inclusive Practices: Employee resource groups (ERGs) that celebrate diversity of race, gender, sexuality, age, and ability.
• Transparent Communication: Regular town‑halls, leadership Q&A sessions, and open‑door virtual channels.
• Innovation Mindset: Hackathons, idea‑incubation labs, and continuous improvement initiatives that welcome every voice.
• Environmental Responsibility: Sustainable remote‑work policies, carbon‑offset programs, and community health outreach.

Application Process & Next Steps

If you are passionate about improving health outcomes, enjoy guiding teams, and thrive in a fast‑paced, remote environment, we invite you to apply today. Submit your resume, a concise cover letter highlighting your relevant experience, and any certifications that showcase your expertise in Medicaid, behavioral health, or financial technology.

Our recruitment team reviews applications promptly and will reach out to qualified candidates to schedule a virtual interview. We aim to move quickly so you can begin making an impact with arenaflex as soon as possible.

Join arenaflex – Make a Difference From Anywhere

Take the next step in your career with a purpose‑driven organization that values your talents and rewards your dedication. At arenaflex, every call you handle, every referral you provide, and every teammate you mentor contributes to a healthier, more equitable future for millions. Apply now and become a catalyst for change.

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