Customer Service Advocate II – Outbound Member & Provider Engagement Specialist (Remote – Contact Center Operations)

About arenaflex

At arenaflex, we believe that meaningful connections between members, providers, and care teams can transform the entire healthcare experience. As a diversified, national organization, arenaflex serves more than 28 million members across a wide range of health plans and programs, and we are looking for driven, compassionate professionals to help us deliver on that promise. Our Customer Care division is the heart of that mission, and the Outbound Engagement team is where proactive communication becomes a powerful tool for education, problem-solving, and member satisfaction.

We are seeking a dedicated and detail-oriented Customer Service Advocate II – Outbound Member & Provider Engagement Specialist to join our growing contact center team. In this role, you will reach out to members and providers on behalf of arenaflex to share important product updates, gather critical information, support solution delivery, and ensure every interaction reflects our commitment to quality and care. If you enjoy purposeful conversations, thrive in a structured metrics-driven environment, and want to grow your career in a supportive organization that values flexibility, this is the opportunity for you.

Position Summary

The Customer Service Advocate II – Outbound is a front-line communication professional responsible for delivering timely, accurate, and personalized outbound outreach to members and providers. Working within established Customer Relationship Management (CRM) systems, you will educate recipients about policy changes, product awareness campaigns, directory audits, provider satisfaction surveys, and basic claims-related outreach. Your work directly supports arenaflex’s mission of keeping members informed, helping providers succeed, and ensuring compliance with regulatory and quality standards.

This position follows a consistent shift schedule of 8:00 AM – 5:30 PM Central Standard Time (CST) and may be performed remotely, in a hybrid model, or on-site depending on business needs. Your contributions will be measured against established contact center performance metrics, and you will be expected to consistently maintain quality, accuracy, and compliance with all arenaflex policies and procedures.

Key Responsibilities

Outbound Member and Provider Outreach

• Initiate outbound calls to members and providers for educational and informational purposes, providing clear, accurate, and personalized support.
• Communicate product awareness campaigns, policy changes, directory audit updates, monthly provider satisfaction surveys, and basic claims-related outreach in a professional and empathetic manner.
• Serve as the first point of contact for member and provider inquiries, requests, and concerns received during outbound initiatives.
• Facilitate information sharing that helps providers better serve arenaflex members and helps members better understand their benefits and available resources.

Issue Resolution and Escalation

• Listen actively to provider and member concerns during outreach calls, identify root issues, and work to deliver solutions whenever possible.
• Escalate calls promptly and accurately when providers or members require additional support that the Advocate cannot directly resolve.
• Document all escalations thoroughly in CRM applications, providing complete context for the next-level support team.

Documentation and Data Integrity

• Accurately document demographic information, call summaries, and all communications in arenaflex’s Customer Relationship Management (CRM) systems for quality and performance tracking.
• Maintain meticulous records of outreach outcomes to support compliance audits, quality assurance reviews, and operational reporting.
• Ensure all documentation aligns with internal policies, regulatory requirements, and industry best practices.

Performance, Quality, and Compliance

• Meet or exceed established contact center performance metrics, including call volume, talk time, quality scores, and member/provider satisfaction indicators.
• Adhere strictly to quality standards, regulations, and all arenaflex policies to ensure consistency, compliance, and an exceptional customer experience.
• Stay current on primary market and plan details, and expand knowledge to cover additional markets and plans as business needs evolve, including performing minor research on benefits eligibility when required.
• Participate in ongoing training, coaching sessions, and continuous improvement initiatives to enhance skills and knowledge.

Additional Duties

• Perform other duties and special projects as assigned by leadership to support the overall success of the Customer Care team.
• Comply with all arenaflex policies, standards, and procedures at all times.

Education and Experience Requirements

• Required: High School diploma or GED equivalent.
• Required: 1–2 years of related customer service, contact center, healthcare, or member/provider engagement experience.
• Preferred: Prior experience working in a contact center environment, particularly in a healthcare, insurance, or member services setting.
• Preferred: Vocational or technical education in a related field, which may include additional on-the-job training or continuous learning education.

Essential Skills and Competencies

Communication and Interpersonal Skills

• Excellent verbal communication skills with a friendly, professional, and empathetic phone presence.
• Strong active listening skills and the ability to tailor messaging to diverse audiences, including members, providers, and internal stakeholders.
• Ability to explain complex information clearly and concisely, including policy changes, benefits details, and procedural updates.

Problem-Solving and Critical Thinking

• Strong analytical skills to assess member and provider needs, identify solutions, and escalate appropriately.
• Resourceful and proactive approach to researching plan details, benefits eligibility, and resolving inquiries within scope.
• Ability to handle multiple priorities in a fast-paced, metrics-driven environment without sacrificing quality.

Technical and Organizational Skills

• Comfort with CRM platforms, contact center technology, and standard office software applications.
• Strong attention to detail in documenting call notes, demographics, and follow-up actions.
• Effective time management and the ability to maintain productivity while meeting quality expectations.

Professional Attributes

• Dependable, accountable, and committed to delivering consistent results.
• Adaptable to changing business needs, new processes, and evolving regulatory requirements.
• Team-oriented mindset with a willingness to support colleagues and contribute to a positive work environment.

Work Schedule and Flexibility

This is a full-time position with a standard shift of 8:00 AM – 5:30 PM Central Standard Time (CST). arenaflex is proud to offer a flexible approach to work, with options for remote, hybrid, field-based, or in-office work schedules depending on the role and business needs. Our goal is to support our team members in achieving a healthy work-life balance while maintaining the high standards our members and providers expect.

Compensation and Benefits

The pay range for this position is $17.17 – $26.97 per hour, with the actual offer based on the candidate’s skills, experience, education, and other job-related factors permitted by law. arenaflex offers a comprehensive benefits package that supports your health, financial well-being, and career growth, including:

• Competitive hourly pay with opportunities for performance-based incentives.
• Comprehensive health insurance plans for you and your eligible dependents.
• 401(k) retirement plan with company match, plus access to stock purchase plans.
• Tuition reimbursement to support continued education and professional development.
• Generous paid time off (PTO) plus company-observed holidays.
• Flexible work arrangements, including remote, hybrid, field, or office-based schedules.
• Access to wellness programs, employee assistance resources, and continuous learning opportunities.

Total compensation may include additional forms of incentives, bonuses, or awards based on individual and team performance.

Career Growth and Development

At arenaflex, we invest in our people. Starting as a Customer Service Advocate II – Outbound opens the door to a variety of career paths within our Customer Care division and beyond. With consistent performance, you may have opportunities to grow into senior advocate roles, team lead positions, quality assurance, training, or specialized areas such as claims, compliance, or provider relations. We are committed to supporting your professional journey through mentorship, coaching, and continuous learning resources.

Our Culture and Values

arenaflex is more than a workplace — it is a community of professionals united by a shared commitment to service excellence, integrity, and member well-being. We value the diverse backgrounds, perspectives, and experiences that every team member brings to the table. We are proud to be an equal opportunity employer that is committed to fostering a diverse and inclusive environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by applicable law.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the LA County Ordinance and the California Fair Chance Act.

How to Apply

If you are passionate about helping others, thrive in a structured outbound contact center environment, and want to build a meaningful career with a national organization that truly values flexibility and growth, we invite you to apply today. Join arenaflex and become part of a team where every conversation counts, every member matters, and every day brings new opportunities to make a difference.

Take the next step in your career with arenaflex — apply now and help us continue to deliver exceptional care and service to millions of members across the nation.