Customer Service Representative Team Lead – Remote Nationwide – Medicaid & Behavioral Health Support Specialist at arenaflex

About arenaflex – Transforming Health Through Technology and Compassion

arenaflex is a global leader in health‑focused technology solutions, dedicated to connecting millions of people with the care, pharmacy benefits, data, and resources they need to thrive. Our mission is to improve health outcomes, advance health equity, and make the health system work better for everyone. With a culture rooted in diversity, inclusion, and continuous learning, arenaflex empowers its employees to make a tangible impact on communities across the United States while enjoying the flexibility of a fully remote work environment.

Why This Role Matters

As a Customer Service Representative Team Lead at arenaflex, you will be the front‑line voice for Medicaid‑eligible consumers seeking behavioral health services in Salt Lake County. Your expertise will guide callers to the right providers, verify eligibility, and ensure that every interaction moves the needle toward better health outcomes. This is more than a job—it’s an opportunity to be part of a fast‑growing health‑tech organization that values empathy, accuracy, and proactive problem‑solving.

Key Responsibilities

• Inbound Call Management: Answer high‑volume inbound calls from individuals seeking information about behavioral health providers, Medicaid benefit plans, and related services.
• Referral Coordination: Research and provide accurate referrals to qualified providers and agencies within Salt Lake County, ensuring callers receive timely and appropriate care options.
• Eligibility Verification: Utilize arenaflex’s proprietary database to confirm Medicaid eligibility, documenting each interaction in compliance with privacy standards.
• Information Accuracy: Offer supplemental details such as phone numbers, addresses, and operating hours, especially when callers have reached the wrong organization.
• Administrative Support: Perform additional tasks that support the Care Coordination team, including data entry, reporting, and follow‑up communications.
• Team Leadership: Mentor new hires, share best practices, and help shape a collaborative, high‑performing remote team culture.
• Continuous Improvement: Identify trends in caller inquiries, suggest process enhancements, and contribute to training material updates.

Essential Qualifications

• High School Diploma or GED (additional education is a plus).
• Minimum age of 18 years.
• At least 2 years of customer service experience in insurance, medical, behavioral health, or financial technology environments.
• Proficiency with Windows PC applications and the ability to quickly master complex software systems.
• Flexibility to work any 8‑hour shift within our normal business hours (8:00 AM – 11:00 PM EST), including occasional overtime as business needs dictate.

Preferred Qualifications

• Experience with financial health technology platforms or similar health‑tech tools.
• Prior exposure to Medicaid programs, behavioral health services, or provider network navigation.

Soft Skills & Core Competencies

• Organizational Excellence: Ability to manage multiple tasks, maintain accurate records, and prioritize effectively in a fast‑paced environment.
• Multi‑Tasking Ability: Seamlessly handle simultaneous calls, data entry, and referral research without compromising quality.
• Communication Mastery: Clear, empathetic, and concise verbal communication, especially when explaining complex benefit information.
• Problem‑Solving Acumen: Quickly diagnose caller needs, locate appropriate resources, and resolve issues on the first contact.
• Team Collaboration: Foster a supportive remote team atmosphere, share knowledge, and contribute to collective success.

Telecommuting Requirements

• Secure, dedicated workspace separate from household traffic to protect sensitive information.
• High‑speed internet connection that meets arenaflex’s approved standards for reliability and speed.
• Commitment to adhering to arenaflex’s Telecommuter Policy, including data security and confidentiality protocols.

Compensation, Benefits, and Perks

arenaflex offers a competitive hourly wage ranging from $19.47 to $38.08, determined by factors such as local labor markets, experience, education, and certifications. In addition to base pay, you will enjoy a comprehensive benefits package that may include:

• Medical, dental, and vision insurance with multiple plan options.
• Generous paid time off, holidays, and flexible scheduling to support work‑life balance.
• 401(k) retirement plan with company matching contributions.
• Equity stock purchase program, allowing you to share in arenaflex’s growth.
• Performance‑based incentive and recognition programs.
• Access to continuous learning resources, tuition reimbursement, and career development pathways.
• Employee assistance programs, wellness initiatives, and mental‑health support.

Career Growth & Development

arenaflex invests heavily in employee growth. As a Team Lead, you will receive:

• Structured on‑the‑job training spanning several weeks, tailored to your schedule and learning style.
• Opportunities to cross‑train in related departments such as Care Coordination, Quality Assurance, and Health‑Tech Product Management.
• Mentorship from senior leaders who champion inclusive leadership and professional advancement.
• Clear pathways to supervisory, operations, or specialist roles within arenaflex’s expansive health‑technology ecosystem.

Work Environment & Culture at arenaflex

Our remote workforce thrives on a culture of inclusion, respect, and shared purpose. arenaflex celebrates diversity in all its forms—race, gender, sexuality, age, geography, and experience. We believe that a varied perspective fuels innovation and better serves the communities we support. Employees enjoy:

• Regular virtual town halls, team‑building events, and community‑service initiatives.
• A drug‑free workplace that prioritizes safety and well‑being.
• Transparent communication channels, where feedback is welcomed and acted upon.
• Recognition programs that spotlight individual and team achievements.

Application Process & Next Steps

If you are passionate about improving health outcomes, enjoy guiding callers through complex benefit landscapes, and thrive in a remote, collaborative setting, we want to hear from you. To apply, click the link below, submit your resume, and complete the brief questionnaire. Our recruiting team will review applications on a rolling basis and reach out to qualified candidates for a virtual interview.

Apply Now – Join arenaflex Today!

Closing Statement

arenaflex is committed to creating a workplace where every employee feels valued, empowered, and equipped to make a difference. By joining our team as a Customer Service Representative Team Lead, you will play a pivotal role in connecting Medicaid‑eligible individuals with the behavioral health resources they need, while advancing your own career in a supportive, forward‑thinking organization. Take the next step toward a rewarding future—apply today and become part of the arenaflex family.