Customer Experience Representative – Multi‑Channel Support for arenaflex Health Plans (OH Residents)

Why Join arenaflex?

At arenaflex, we are reshaping the landscape of health insurance by putting members and providers at the heart of every decision. Our innovative approach blends cutting‑edge technology with compassionate service, ensuring that every interaction delivers real value. Whether you are assisting a Medicaid member navigating benefits or a provider seeking clarification on claim status, you become a trusted guide in a complex, ever‑evolving industry. As a leader in managed health solutions, arenaflex offers a dynamic, purpose‑driven environment where your contributions make a measurable difference in the lives of millions.

Position Overview

The Customer Experience Representative will be the frontline ambassador for arenaflex, delivering top‑tier support across phone, chat, email, and other digital channels. This role focuses on members and providers throughout Ohio and collaborates with cross‑functional teams to resolve inquiries swiftly, accurately, and with genuine empathy. You will champion arenaflex’s values, identify opportunities for process improvement, and help shape the future of our member and provider experiences.

Key Responsibilities

• Multi‑Channel Service Delivery: Respond to inbound and outbound inquiries from members and providers via phone, live chat, email, and secure messaging platforms, ensuring compliance with arenaflex’s service standards.
• Health‑Plan Expertise: Provide clear, accurate information on Medicaid, Medicare, and Marketplace products, including eligibility, coverage details, and benefits navigation.
• Survey Administration: Conduct health assessment and satisfaction surveys, capture feedback, and relay actionable insights to quality‑improvement teams.
• Documentation & Data Integrity: Accurately record all interaction details in arenaflex’s CRM systems, maintaining data quality for reporting and analytics.
• Performance Metrics: Meet or exceed individual goals for call quality, attendance, adherence, and other contact‑center key performance indicators (KPIs).
• Collaboration & Escalation: Proactively engage internal departments—such as claims, enrollment, and provider relations—to resolve complex issues and ensure seamless service continuity.
• Problem‑Solving Ownership: Take full responsibility for delivering real‑time resolutions or timely follow‑up, keeping members and providers informed throughout the process.
• Provider Support: Assist providers with eligibility checks, benefit verification, portal navigation, and claim status inquiries, enhancing their operational efficiency.
• Professional Communication: Exhibit polished verbal and written communication skills, adapting tone and language to suit diverse audiences.

Essential Qualifications

• Education: High school diploma or equivalent; additional coursework or certifications in health care, customer service, or related fields is a plus.
• Experience: 1‑3 years of sales or customer‑service experience in a fast‑paced, high‑volume environment.
• Healthcare Knowledge: Minimum one year of exposure to Medicare and/or Medicaid concepts, policies, and terminology.
• Technical Proficiency: Familiarity with any of the following systems is highly desirable: Microsoft Office Suite, Genesys, Salesforce, Pega, QNXT, CRM platforms, Verint, Kronos, Microsoft Teams, video‑conferencing tools, CVS Caremark, Availity.
• Communication Skills: Ability to listen actively, ask probing questions, and convey information clearly and empathetically.
• Schedule Flexibility: Willingness to work regular shifts within specified hours, including lunches and breaks, with occasional overtime or weekend coverage as business needs dictate.

Preferred Qualifications & Development Opportunities

• Associate’s Degree: An associate’s degree or higher in business, health administration, or a related discipline.
• Advanced System Training: Hands‑on experience with arenaflex’s core platforms (Genesys, Salesforce, Pega, QNXT) will accelerate your onboarding and open pathways to specialist roles.
• Continuous Learning: arenaflex offers internal certification programs, mentorship pairings, and tuition reimbursement for further education.

Core Skills & Competencies

• Empathy & Rapport Building: Instantly put members and providers at ease, demonstrating genuine concern for their wellbeing.
• Analytical Thinking: Quickly assess issues, identify root causes, and formulate effective solutions.
• Time Management: Prioritize tasks efficiently while maintaining high accuracy and compliance standards.
• Team Collaboration: Work seamlessly with internal partners, sharing knowledge and supporting collective goals.
• Adaptability: Thrive in a dynamic environment where policies, regulations, and technology evolve continuously.
• Attention to Detail: Ensure every interaction is documented precisely, supporting data‑driven decision making.

Career Path & Advancement

arenaflex is committed to nurturing talent from within. Starting as a Customer Experience Representative, you can progress to roles such as:

• Senior Support Specialist
• Team Lead / Shift Supervisor
• Quality Assurance Analyst
• Member Services Manager
• Provider Relations Analyst
• Operations Project Manager

Each step is supported by structured training, performance coaching, and access to a robust learning portal that covers regulatory updates, advanced analytics, and leadership development.

Compensation, Benefits & Perks

arenaflex offers a competitive total rewards package designed to attract and retain top talent:

• Base Salary: Market‑aligned compensation reflective of experience and performance.
• Performance Bonuses: Incentives tied to achievement of quality, productivity, and customer‑satisfaction metrics.
• Health & Wellness: Comprehensive medical, dental, vision coverage; flexible spending accounts; and wellness programs.
• Retirement Savings: 401(k) plan with company match to support long‑term financial goals.
• Paid Time Off (PTO): Generous vacation, sick leave, and holidays, plus additional days for community service.
• Professional Development: Tuition reimbursement, certification fees, and access to industry conferences.
• Work‑Life Balance: Flexible scheduling options and remote‑work possibilities for eligible positions.
• Employee Assistance Programs: Confidential counseling, legal resources, and financial planning support.

Work Environment & Culture at arenaflex

Our contact‑center teams operate in a collaborative, high‑energy setting where every voice matters. Key cultural pillars include:

• Member‑First Mindset: Every decision is filtered through the lens of how it improves member and provider outcomes.
• Innovation Driven: arenaflex encourages creative problem‑solving and rewards ideas that streamline processes or enhance the experience.
• Diversity & Inclusion: We celebrate diverse backgrounds and perspectives, fostering an environment where all employees feel respected and empowered.
• Transparency: Open communication channels with leadership, regular town‑halls, and clear performance dashboards keep teams informed.
• Recognition: Achievement awards, peer‑to‑peer shout‑outs, and milestone celebrations reinforce a culture of appreciation.

Training Schedule & Onboarding

Successful candidates will embark on a rigorous four‑week training program commencing April 28, 2025, with a mandatory 100% attendance requirement. The curriculum covers arenaflex’s product portfolio, system navigation, compliance essentials, and advanced communication techniques. Following training, a two‑week “nesting” phase provides real‑time coaching while handling live calls. Regular shift patterns conclude at 8 PM EST, allowing for a balanced workday.

How to Apply

If you are ready to make a tangible impact on the health and wellbeing of Ohio’s residents, we invite you to join arenaflex’s dedicated Customer Experience team. Apply today through our internal portal if you are an existing arenaflex employee, or submit your application via the link below for external candidates.

Apply Now!

Final Note

arenaflex is an Equal Opportunity Employer. We welcome applicants of all backgrounds, experiences, and abilities, and we are committed to fostering an inclusive workplace where everyone can thrive.