Remote Customer Service Team Lead – Behavioral Health & Medicaid Member Support (National Remote, arenaflex)

About arenaflex and the Opportunity Ahead

arenaflex is a forward-thinking, mission-driven organization that blends compassionate human service with innovative technology to help individuals and families access the care, coverage, and community resources they need to thrive. Every interaction our team facilitates has the potential to transform a life — whether it’s connecting a parent to a behavioral health provider, helping a senior navigate Medicaid benefits, or guiding someone through a complex care journey. At arenaflex, we believe that outstanding customer service is the heart of healthcare access, and we are searching for an empathetic, organized, and driven leader to anchor our Member Services team.

This is a fully remote, national position that places you at the center of our Salt Lake County Behavioral Health operations. As the Customer Service Representative Team Lead, you will answer inbound calls, research and refer Medicaid-eligible consumers to appropriate providers and agencies, verify eligibility through our proprietary systems, and ensure every caller experiences clarity, dignity, and respect. If you are passionate about health equity, excel at leading by example, and want a career where your daily work creates measurable impact, this role is built for you.

Primary Responsibilities

As a Team Lead on our Member Services line, you will balance hands-on call handling with team coordination, ensuring both service excellence and operational efficiency. Your day-to-day work will include:

• Inbound Call Management: Answering a steady flow of incoming calls from Medicaid-eligible consumers, family members, providers, and community partners seeking information about behavioral health services in Salt Lake County.
• Provider and Agency Referrals: Conducting over-the-phone research to identify appropriate behavioral health providers, community agencies, and support services, and delivering accurate, warm referrals to callers.
• Eligibility Verification: Utilizing arenaflex’s computer database and eligibility systems to confirm Medicaid enrollment, benefit plan details, and service availability in real time.
• Routing and Redirection: Offering correct phone numbers, addresses, and contact information to individuals who have reached our line by mistake, ensuring no caller is left without a next step.
• Care Coordination Support: Completing administrative tasks such as documentation, follow-up calls, case notes, and data entry that support the broader Care Coordination team.
• Team Leadership and Mentoring: Serving as a point of escalation for complex calls, coaching peers on best practices, monitoring service quality, and assisting supervisors with scheduling, training, and performance feedback.
• Continuous Improvement: Identifying trends in caller needs, escalating systemic issues to leadership, and contributing ideas that improve the caller experience and team workflow.

Work Schedule and Training

This is a full-time role requiring 40 hours per week. To meet the needs of our members, employees must have the flexibility to work any 8-hour shift within our operating hours:

• October through March: 8:00 AM – 11:00 PM EST, Sunday through Saturday
• April through September: 8:00 AM – 11:00 PM EST, Monday through Friday

Occasional overtime may be required based on business demand. New hires will receive several weeks of paid, on-the-job training, with training hours aligned to your schedule whenever possible and discussed in detail on your first day. arenaflex invests in your success from day one — we want you confident, supported, and prepared before you take your first live call.

Remote Work Requirements

As a national remote employee, you will enjoy the flexibility of working from home anywhere in the United States, while maintaining the security and professionalism our members deserve:

• A dedicated, secure work area that is separated from living spaces and protects information privacy
• Reliable high-speed internet service (arenaflex-approved or equivalent existing connection)
• Adherence to arenaflex’s Telecommuter Policy and all data security protocols, including proper handling of sensitive company and member documents

Required Qualifications

• High School Diploma or GED equivalent
• Must be 18 years of age or older
• Minimum of 2 years of customer service experience in one or more of the following environments: insurance, medical, behavioral health, or financial technology
• Working familiarity with Windows-based PC applications and the ability to learn new and complex computer systems quickly
• Availability to work any 8-hour shift between 8:00 AM and 11:00 PM EST within the schedule windows listed above

Preferred Qualifications

• Prior experience working with financial health technology platforms
• Previous leadership, mentoring, or team lead experience in a contact center or healthcare environment
• Bilingual or multilingual capabilities (a plus, but not required)

Essential Skills and Competencies

Success in this role requires a unique combination of empathy, technical agility, and leadership presence. We are looking for candidates who demonstrate:

• Strong Organizational Skills: The ability to manage multiple calls, tasks, and priorities simultaneously without sacrificing accuracy or warmth.
• Multi-Tasking Mastery: Comfort navigating databases, taking notes, and actively listening to callers at the same time.
• Service Knowledge: The intellectual curiosity to learn and understand multiple Medicaid benefit plans and behavioral health services.
• Communication Excellence: Clear, compassionate verbal communication and professional written documentation.
• Resilience and Composure: The ability to stay calm and solution-focused when handling distressed or complex callers.
• Leadership and Initiative: A natural tendency to step up, help teammates, and model the behavior you want to see around you.
• Adaptability: Willingness to embrace change, learn new systems, and adjust to evolving program requirements.

Career Growth and Development

At arenaflex, we believe a job should be the launchpad for a career, not a dead end. When you join our team, you gain access to:

• Structured career development pathways into roles such as Senior Team Lead, Supervisor, Quality Analyst, Training Specialist, and Care Coordination Manager
• Mentorship from experienced healthcare operations leaders
• Tuition assistance, certification support, and continuing education resources
• Cross-functional project opportunities in areas like process improvement, member experience design, and health equity initiatives
• A performance-driven culture that recognizes achievement, rewards results, and provides clear direction on what success looks like

Compensation, Benefits, and Perks

arenaflex is committed to offering a compensation package that recognizes your skills, experience, and the impact of your work. For candidates residing in California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Washington, Rhode Island, or Washington, D.C., the hourly range for this position is $19.47 – $38.08 per hour, based on factors including local labor markets, education, work experience, and certifications. arenaflex complies with all applicable minimum wage laws.

In addition to competitive pay, our team members enjoy a comprehensive benefits package that may include:

• Medical, dental, and vision insurance
• Wellness programs and mental health support
• 401(k) retirement plan with company contribution
• Equity stock purchase programs (where applicable)
• Incentive and recognition programs
• Paid time off, holidays, and parental leave
• Employee assistance programs and life planning resources

Eligibility for specific benefits varies based on location and tenure, and full details will be shared during the hiring process.

Our Culture and Commitment to Health Equity

arenaflex is more than a workplace — it’s a community united by a shared mission. We believe that everyone, regardless of race, gender, sexuality, age, geography, or income, deserves the opportunity to live their healthiest life. Yet far too many people still face barriers to care, particularly people of color, historically marginalized communities, and those with lower incomes. That’s why health equity is not a talking point at arenaflex — it is an enterprise priority embedded in our mission, our operations, and our daily decision-making.

Our team members experience a culture guided by diversity, inclusion, and belonging. You will work alongside talented peers who are deeply committed to one another’s success, supported by leaders who invest in your growth, and empowered to bring your authentic self to work every day. We are also committed to mitigating our environmental impact and operating responsibly as a corporate citizen.

Equal Employment Opportunity

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 applicable law. Diversity creates a healthier atmosphere for our team and a stronger organization for our members, and we are proud to be a drug-free workplace. All candidates must pass a drug screening prior to beginning employment.

How to Apply

If you are ready to lead with empathy, grow your career in healthcare customer service, and make a tangible difference in the lives of Medicaid members across Salt Lake County and beyond, we invite you to apply today. This position will remain open for a minimum of two business days or until a sufficient candidate pool has been identified; the posting may close early due to applicant volume, so we encourage you to submit your application promptly. Join arenaflex, and help us advance health equity — one call, one connection, one community at a time.