Remote Provider Customer Service Call and Chat Representative – Healthcare Support Specialist (Eastern, Central, and Mountain Time Zones)

Join arenaflex: Where Compassion Meets Innovation in Healthcare Customer Support

Are you a driven, empathetic professional with a passion for helping others navigate the complexities of healthcare? arenaflex is on a mission to simplify the health care experience, create healthier communities, and remove barriers to quality care. Every conversation you have, every issue you resolve, and every provider you assist directly contributes to better outcomes for millions of people across the country. We are searching for motivated Remote Provider Customer Service Call and Chat Representatives to join our expanding team, supporting the providers who care for our valued members.

This is more than just a customer service job — it is a chance to make a tangible, meaningful impact in an industry that touches every single life. Whether you are guiding a physician’s office through a billing question, helping a clinic understand benefits eligibility, or assisting a behavioral health provider with a clinical authorization, you will be at the forefront of healthcare transformation. If you thrive in a fast-paced, technology-driven environment and are ready to bring your skills to a company that values growth, inclusion, and purpose, we want to hear from you.

About arenaflex and the Industry

arenaflex is a forward-thinking healthcare organization dedicated to making the health system more responsive, affordable, and equitable for everyone. We believe that healthier lives start with removing the obstacles that providers and patients face every day. Our work centers on supporting the dedicated professionals — physicians, nurses, billing specialists, and clinic administrators — who deliver care in communities large and small. By empowering these providers with accurate information, timely resolutions, and exceptional service, we help ensure that patients receive the care they deserve without unnecessary delays or confusion.

The healthcare industry is evolving rapidly, and arenaflex is committed to staying ahead of the curve. From embracing digital self-service tools to fostering a culture of continuous improvement, we are building the healthcare system of tomorrow — one that works better for providers, patients, and communities alike.

Position Overview

As a Remote Provider Customer Service Call and Chat Representative at arenaflex, you will serve as a trusted advocate for the healthcare providers who care for our members. You will respond to a wide range of inquiries through both phone calls and concurrent chat interactions, providing timely and accurate information on topics such as benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits (EOB), and behavioral health services. Your ability to listen carefully, think critically, and communicate clearly will be the foundation of your success in this role.

This is a full-time, remote position offering 40 hours per week, Monday through Friday. You will have the flexibility to work from home while enjoying the structure of set shift schedules. Our normal business hours run from 10:35 AM to 7:05 PM CST, and you will be assigned to one of our 8-hour shifts within that window. Given the dynamic nature of healthcare support, occasional overtime, weekend work, or holiday shifts may be required based on business needs.

To set you up for success, arenaflex provides 14 weeks of paid training, conducted virtually from your home. Training hours are 8:00 AM to 4:30 PM CST, Monday through Friday. During this immersive onboarding experience, you will learn our systems, processes, and the nuances of healthcare customer service, ensuring you feel confident and prepared to excel from day one.

*All telecommuters will be required to adhere to arenaflex’s Telecommuter Policy, which includes maintaining a secure, dedicated work environment.

Key Responsibilities

• Advocate for Providers: Serve as a dedicated point of contact for healthcare professionals, demonstrating accountability and ownership to resolve their issues efficiently and effectively.
• Multi-Channel Service Delivery: Engage with providers through phone calls and concurrent chat sessions, adapting your communication style to suit each channel while maintaining professionalism and accuracy.
• Expert Triage: Quickly and appropriately assess incoming contacts from physician offices, clinics, and billing offices, directing them to the right resolution path without delay.
• Needs Identification and Resolution: Seek to understand the unique needs of each provider, answering questions and resolving issues related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health.
• Complex Issue Research: Investigate and dissect intricate prior authorization and claim issues, taking appropriate steps to resolve them completely and prevent repeat contacts, escalations, and provider dissatisfaction.
• Cross-Functional Collaboration: Partner effectively with multiple internal teams to ensure that provider issues are resolved thoroughly and communicated back in a timely, transparent manner.
• System Navigation and Multitasking: Demonstrate strong multitasking abilities by navigating more than 30 internal systems to extract necessary information, resolve issues, and support multiple lines of business and provider types simultaneously.
• Promote Self-Service Tools: Influence providers to adopt self-service digital tools, explaining the benefits of these resources and assisting with navigation questions to enable faster, more independent resolution in the future.

Required Qualifications

• Education: High School Diploma / GED OR equivalent work experience.
• Customer Service Experience: A minimum of 1+ years of customer service experience with a proven ability to analyze and solve customer concerns.
• Technical Proficiency: Experience with computer and Windows PC applications, including the ability to learn and navigate new and complex system applications with ease.
• Typing Speed and Accuracy: Ability to type at a speed of 35–40+ WPM with an accuracy of 90% or higher.
• Age Requirement: Must be 18 years of age or older.
• Availability: Ability to work a full-time schedule (40 hours/week) on an 8-hour shift between 10:35 AM and 7:05 PM CST, Monday through Friday, with flexibility for occasional overtime, weekends, and holidays as business needs dictate.

Preferred Qualifications

• Prior healthcare experience and familiarity with healthcare terminology.
• Experience working in a related environment such as an office, call center, or customer service setting, using phones and computers as primary job tools.

Telecommuting Requirements

• Must reside within the Eastern, Central, or Mountain Time Zone.
• Ability to keep all company-sensitive documents secure.
• A dedicated work area that is separated from other living areas to ensure information privacy.
• Access to a high-speed internet connection that meets arenaflex’s technical requirements (either an existing service or the ability to install an arenaflex-approved connection).

Essential Soft Skills and Competencies

• Multitasking Excellence: Ability to handle multiple conversations and tasks simultaneously without sacrificing quality or accuracy.
• Conflict Resolution: Skilled at resolving calls and messages on the first contact, avoiding the need for escalated complaints.
• Time Management: Strong organizational skills with the ability to prioritize effectively in a fast-paced environment.
• Emotional Intelligence and Empathy: A genuine ability to connect with providers, understand their frustrations, and offer compassionate support.
• Active Listening and Comprehension: The ability to fully understand provider inquiries before responding, ensuring accuracy and trust.
• Written Communication: Excellent written communication skills, particularly important for chat-based interactions.
• Problem-Solving and Interpersonal Skills: Demonstrated ability to think critically, solve problems creatively, and build positive relationships with internal and external partners.
• Consistent Performance: A track record of consistently meeting or exceeding quality and productivity standards.

Compensation and Benefits

For candidates residing in New York, Connecticut, Rhode Island, New Jersey, Colorado, or Washington D.C., the hourly range for this position is $16.54 – $32.55 per hour. Compensation is based on several factors, including local labor markets, education, work experience, and certifications. arenaflex complies with all applicable minimum wage laws.

In addition to a competitive base salary, arenaflex offers a comprehensive benefits package that may include:

• Medical, dental, and vision insurance
• Paid time off and holiday pay
• 401(k) retirement savings plan with company contribution
• Equity stock purchase programs
• Incentive and recognition programs
• Professional development and career advancement opportunities

All benefits are subject to eligibility requirements. Details will be provided during the hiring process.

Career Growth and Development

At arenaflex, we believe in investing in our people. Your performance in this role will be rewarded and recognized in an environment that provides clear direction on what it takes to succeed. Beyond day-to-day excellence, we are committed to your long-term growth. Whether you aspire to move into leadership, specialize in a particular area of healthcare support, or explore other roles within our organization, we offer development pathways designed to help you achieve your career goals. Many of our leaders began their journeys in customer service roles just like this one.

Our Culture and Commitment to Diversity

arenaflex is more than a workplace — it is a community. We are committed to helping people live healthier lives and making the health system work better for everyone. We believe that everyone, regardless of race, gender, sexuality, age, location, or income, deserves the opportunity to live their healthiest life. We recognize that barriers to good health disproportionately affect people of color, historically marginalized groups, and those with lower incomes, and we are dedicated to mitigating our impact on the environment while delivering equitable care that addresses health disparities and improves outcomes.

Diversity creates a healthier atmosphere — for our employees, our providers, and the members we serve. arenaflex is an Equal Employment Opportunity and Affirmative Action employer. All qualified applicants will 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. Candidates are required to pass a drug test before beginning employment.

Application Information

This position will remain posted for a minimum of two business days or until a sufficient candidate pool has been collected. The job posting may close early due to the volume of applicants received, so we encourage you to apply as soon as possible.

Ready to Make a Difference?

If you are a motivated, compassionate professional with a knack for problem-solving and a desire to make a real impact in healthcare, we invite you to join arenaflex. Here, your work matters — every conversation, every resolution, every connection. Bring your skills, your empathy, and your drive, and be part of a team that is reshaping healthcare for the better. Apply today and start doing your life’s best work at arenaflex.