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

About arenaflex – Transforming Healthcare Through Compassionate Connection

At arenaflex, we are on a mission to make health care more accessible, equitable, and humane. As a leading force in the health‑technology landscape, we blend cutting‑edge digital tools with a deep commitment to community well‑being. Every day, our teams empower millions of individuals to navigate complex health systems, secure the benefits they deserve, and live healthier lives. Our culture is built on diversity, inclusion, and continuous learning, and we celebrate the unique perspectives each employee brings to the table. If you thrive in a purpose‑driven environment where technology meets empathy, you’ve found your next great opportunity.

Position Overview – Why This Role Matters

We are seeking a dynamic, remote Customer Service Representative Team Lead to join our nationwide care coordination network. In this role, you will be the first point of contact for Medicaid‑eligible consumers in Salt Lake County who need guidance on behavioral health services. You will lead a small team of inbound call specialists, ensure accurate referrals, verify eligibility, and provide critical information that directly influences health outcomes. Your leadership will shape the quality of service delivery, foster a supportive team environment, and contribute to arenaflex’s broader goal of advancing health equity across the United States.

Key Responsibilities – What You’ll Do Every Day

• Answer inbound calls from Medicaid‑eligible individuals seeking behavioral health provider information in Salt Lake County.
• Research and deliver accurate referrals to appropriate providers or agencies, using arenaflex’s proprietary database.
• Verify Medicaid eligibility in real‑time, ensuring compliance with state regulations and internal policies.
• Provide supplemental details—such as phone numbers, addresses, and operating hours—to callers who have reached the wrong organization.
• Lead, coach, and mentor a team of call‑center agents, monitoring performance metrics and delivering constructive feedback.
• Coordinate with the broader Care Coordination team to streamline workflows, share best practices, and resolve escalated issues.
• Maintain meticulous records of interactions, referrals, and eligibility checks in the arenaflex CRM system.
• Participate in ongoing training sessions, share knowledge with peers, and stay current on Medicaid policy updates and behavioral health resources.
• Perform additional administrative tasks as assigned, including data entry, reporting, and quality assurance activities.

Essential Qualifications – What You Must Bring

• High School Diploma or GED (additional education is a plus).
• Minimum of 2 years proven experience in a customer service role within insurance, medical, behavioral health, or financial technology environments.
• Demonstrated ability to navigate complex computer systems; proficiency with Windows PC applications and quick adaptability to new software.
• Strong organizational skills with the capacity to manage multiple calls, referrals, and administrative duties simultaneously.
• Flexibility to work any 8‑hour shift within our business hours (8:00 AM – 11:00 PM EST), including weekends and occasional overtime as business needs dictate.
• Eligibility to work in the United States and be at least 18 years of age.

Preferred Qualifications – What Sets You Apart

• Experience with financial health technology platforms or similar fintech solutions.
• Prior exposure to Medicaid programs, especially behavioral health benefits, and familiarity with state‑specific eligibility criteria.
• Leadership or supervisory experience in a remote call‑center setting.
• Certification or training in health‑care customer service, such as Certified Customer Service Professional (CCSP) or similar.

Core Competencies & Soft Skills

• Communication Excellence: Clear, empathetic, and concise verbal communication, especially when explaining complex benefit information.
• Problem‑Solving Ability: Quick identification of caller needs and proactive provision of solutions or referrals.
• Multi‑Tasking Proficiency: Ability to juggle inbound calls, database look‑ups, and documentation without sacrificing accuracy.
• Team Leadership: Inspire confidence, provide mentorship, and foster a collaborative remote work culture.
• Attention to Detail: Accurate data entry and strict adherence to privacy and compliance standards.
• Adaptability: Comfortable with shifting schedules, evolving technology, and changing regulatory landscapes.

Telecommuting Requirements – Your Remote Workspace

• Dedicated, private work area separate from household traffic to ensure confidentiality of member information.
• High‑speed internet connection that meets arenaflex’s performance standards (minimum 10 Mbps download, 5 Mbps upload).
• Secure handling of all company‑sensitive documents, with encryption‑enabled devices and compliance with arenaflex’s Telecommuter Policy.
• Reliable computer (Windows OS) with webcam, headset, and a quiet environment conducive to professional phone interactions.

Compensation, Benefits, and Perks – What You’ll Receive

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

• Comprehensive health, dental, and vision insurance plans with flexible spending accounts.
• Retirement savings options, including a 401(k) with company match and an equity stock purchase program.
• Paid time off, holidays, and sick leave that support work‑life balance.
• Performance‑based incentive and recognition programs that celebrate individual and team achievements.
• Access to continuous learning resources, tuition reimbursement, and internal career development pathways.
• Employee assistance programs, mental health support, and wellness initiatives.
• Opportunities to participate in community outreach and volunteer projects aligned with arenaflex’s health‑equity mission.

Career Growth & Development – Your Future at arenaflex

At arenaflex, your career trajectory is limited only by your ambition. As a Team Lead, you will gain exposure to:

• Advanced analytics and reporting tools that inform strategic decisions across the organization.
• Cross‑functional projects with product, policy, and operations teams, expanding your professional network.
• Leadership development programs designed to prepare you for senior management roles, such as Operations Manager or Regional Director.
• Specialized training in Medicaid policy, behavioral health services, and health‑technology platforms.
• Mentorship from senior executives who champion inclusive leadership and employee empowerment.

Work Environment & Culture – Life at arenaflex

Our remote workforce thrives on a culture of trust, collaboration, and continuous improvement. Key cultural pillars include:

• Diversity & Inclusion: We celebrate a workforce that reflects the communities we serve, fostering an environment where every voice is heard.
• Innovation: Employees are encouraged to experiment, share ideas, and drive forward‑thinking solutions that improve health outcomes.
• Community Impact: Your daily interactions directly influence the health journey of vulnerable populations, reinforcing a sense of purpose.
• Transparency: Regular town halls, open‑door communication with leadership, and clear performance metrics keep everyone aligned.
• Well‑Being: Flexible scheduling, wellness resources, and a supportive remote‑work infrastructure prioritize your physical and mental health.

Application Process & Next Steps

If you are ready to lead a high‑performing remote team, make a tangible difference in the lives of Medicaid beneficiaries, and grow within a forward‑looking health‑technology company, we want to hear from you. To apply, click the link below, submit your resume, and share a brief cover letter highlighting your relevant experience and why you’re passionate about health‑equity.

Apply Job!

Join arenaflex – Make an Impact Today

At arenaflex, you’ll be part of a mission‑driven organization that values every employee’s contribution to a healthier, more equitable world. Our commitment to diversity, continuous learning, and community service ensures that you’ll not only grow professionally but also find personal fulfillment in the work you do. Take the next step in your career and help us connect people with the care they need—apply now and become a catalyst for change.