Customer Service & Government Programs Training and Support Specialist – Dental Benefits, Medicare/Medicaid Compliance, Claims Resolution, Onboarding & Process Improvement

About arenaflex – Pioneering Oral Health Solutions

arenaflex is a national leader in dental benefit administration, dedicated to improving oral health across communities by delivering comprehensive benefit plans, advocacy, and community‑focused initiatives. As part of a vast network that serves millions of members, arenaflex blends cutting‑edge technology with a compassionate “All In” culture—where every employee is empowered to take charge of their career, support colleagues, and make a tangible difference in the lives of members and the broader community.

Why This Role Matters

In today’s complex healthcare landscape, navigating dental benefits, Medicare Advantage, and Medicaid regulations can be challenging for both members and internal teams. The Customer Service & Government Programs Training and Support Specialist plays a pivotal role in ensuring that claims, inquiries, grievances, and appeals are handled accurately, efficiently, and with empathy. This position not only resolves difficult cases but also builds the knowledge base and training framework that empowers the entire Government Programs department to excel.

Position Overview

Reporting to the Government Programs Manager, you will provide day‑to‑day support to internal and external customers, analyze complex claim scenarios, and develop comprehensive training programs. Your expertise will bridge the gap between policy interpretation, system functionality, and frontline customer service, ensuring that arenaflex maintains the highest standards of compliance and member satisfaction.

Key Responsibilities

• Claims & Inquiry Resolution: Serve as the primary point of contact for interpreting dental policies, procedure codes, and claims processing rules, especially those related to Medicare Advantage and Medicaid compliance.
• Complex Case Adjudication: Research, analyze, and make determinations on difficult claims, grievances, and appeals, ensuring decisions align with corporate policies and regulatory requirements.
• Training Development & Delivery: Design, coordinate, and conduct onboarding programs for new hires, as well as ongoing refresher courses that address new system functionalities, policy updates, and best practices.
• Process Documentation: Identify, create, and maintain detailed standard operating procedures (SOPs) for government program support, ensuring consistency and accessibility for the entire team.
• Prescreening & Routing: Review incoming claims and inquiries to determine appropriate routing to Professional Review or Focused Review departments, optimizing workflow efficiency.
• Cross‑Functional Collaboration: Partner with IT, Quality Assurance, Reporting, and other departmental leaders to troubleshoot system issues, identify process gaps, and recommend enhancements.
• Trend Analysis & Continuous Improvement: Work with management and analytics teams to monitor department trends, pinpoint training needs, and drive process improvements that elevate service quality.
• Project Management: Manage multiple training and support projects simultaneously, meeting deadlines while maintaining high standards of accuracy and relevance.
• Flexibility & Availability: Provide support during flexible hours, including occasional weekends, to align with business needs and member expectations.

Essential Qualifications

• Minimum of one year of post‑secondary education in dental assisting, dental hygiene, business administration, or a related field.
• At least two years of professional experience in a customer service, claims processing, or dental benefits environment.
• Demonstrated knowledge of dental terminology, procedure codes (e.g., CDT), insurance products, and claims adjudication processes.
• Intermediate proficiency with Microsoft Word and Excel, including the ability to create and manipulate spreadsheets for reporting and analysis.
• Strong analytical skills with a proven ability to resolve complex problems and make data‑driven decisions quickly.
• Excellent verbal and written communication skills, with the ability to convey technical information clearly to diverse audiences.
• Organizational aptitude to manage multiple projects, prioritize tasks, and meet tight deadlines.
• Self‑motivated and capable of working independently while also thriving in collaborative team settings.

Preferred Qualifications & Experience

• Prior experience working with Medicare Advantage and/or Medicaid programs, including familiarity with federal compliance guidelines.
• Background in instructional design, adult learning principles, or formal training delivery.
• Experience developing training materials such as job aids, e‑learning modules, and interactive workshops.
• Exposure to claims management systems or customer relationship management (CRM) platforms used in the dental benefits industry.
• Certification in dental insurance (e.g., Certified Dental Insurance Specialist) or related professional credentials.

Core Skills & Competencies

• Customer‑Centric Mindset: Empathy and patience when handling member concerns, ensuring each interaction reflects arenaflex’s commitment to service excellence.
• Regulatory Acumen: Ability to interpret and apply Medicare and Medicaid regulations accurately.
• Training Expertise: Skill in designing engaging learning experiences that cater to varied learning styles.
• Analytical Thinking: Proficiency in dissecting claim data, identifying root causes, and recommending corrective actions.
• Collaboration: Strong interpersonal skills for building relationships across functional teams.
• Technology Savvy: Comfort navigating complex software systems and the ability to quickly adopt new tools.
• Adaptability: Flexibility to adjust to evolving policies, technology upgrades, and shifting business priorities.

Career Growth & Development Opportunities

arenaflex invests heavily in employee development. As a specialist, you will have access to:

• Mentorship programs with senior leaders in claims administration and training.
• Continuous learning pathways, including tuition reimbursement for relevant certifications.
• Opportunities to lead cross‑functional projects that influence company‑wide policy and process enhancements.
• Potential career tracks into senior training management, compliance analysis, or operations leadership roles.

Compensation, Perks & Benefits

While specific salary ranges are market‑competitive, arenaflex offers a comprehensive benefits package that typically includes:

• Health, dental, and vision insurance with generous employer contributions.
• Retirement savings plans with company matching.
• Paid time off, holidays, and flexible work schedules.
• Employee assistance programs, wellness initiatives, and community service opportunities.
• Professional development budgets for conferences, certifications, and training resources.

Work Environment & Culture at arenaflex

arenaflex fosters an inclusive, collaborative environment where diversity of thought is celebrated. Our “All In” culture encourages every team member to:

• Take ownership of their career trajectory and personal growth.
• Support colleagues through knowledge sharing and mentorship.
• Engage in community outreach programs that reinforce our mission of building healthier, smarter communities.
• Participate in regular town‑halls, innovation challenges, and employee resource groups.

Whether you work in a modern office hub or remotely, you’ll find a supportive network that values transparency, respect, and continuous improvement.

Equal Opportunity Statement

arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, religion, gender, gender identity, sexual orientation, age, national origin, disability, veteran status, or any other characteristic protected by law.

How to Apply

If you are ready to bring your expertise in dental benefits, government program compliance, and training to a dynamic, purpose‑driven organization, we invite you to submit your application today. Click the link below to begin the process:

Apply Job!

Join arenaflex and Make a Difference

At arenaflex, your work directly impacts the oral health and overall well‑being of millions of members. By joining our team, you become part of a mission‑focused organization that values innovation, compassion, and professional growth. We look forward to welcoming a dedicated specialist who is eager to champion excellence in customer service, training, and compliance.