Provider Customer Service Call and Chat Representative – Remote Healthcare Support Specialist (Eastern, Central, or Mountain Time Zones)

Join arenaflex and Become the Voice of Compassionate Healthcare Support

At arenaflex, we believe that exceptional customer service is the heartbeat of a more responsive, equitable, and human-centered healthcare system. Every conversation you have, every question you answer, and every problem you solve contributes to a healthier community and a better experience for the providers who care for millions of patients across the country. We are reimagining the healthcare landscape by removing barriers, simplifying complexity, and delivering service that truly makes a difference.

If you are a motivated, empathetic, and detail-oriented professional who thrives in a fast-paced remote environment, arenaflex invites you to bring your talents to a role where your work directly impacts the well-being of others. We are seeking a dedicated Provider Customer Service Call and Chat Representative to join our nationally distributed support team. This is more than a job — it is a calling to be the trusted partner healthcare providers rely on every single day.

About arenaflex and Our Mission

arenaflex is committed to transforming the healthcare experience for providers, patients, and communities alike. We understand that healthcare professionals are under immense pressure, and when they reach out for support, they need knowledgeable, efficient, and caring partners on the other end of the line. That is exactly what our representatives deliver. By joining arenaflex, you become part of an organization that values integrity, innovation, and the relentless pursuit of better outcomes for everyone we serve.

Position Overview

The Provider Customer Service Call and Chat Representative at arenaflex serves as the frontline advocate for healthcare providers who care for our members. In this fully remote role, you will respond to inquiries through both phone calls and concurrent chat sessions, addressing a wide range of topics including benefits and eligibility, billing and payments, clinical authorizations, explanations of benefits (EOB), and behavioral health services. Your ability to listen actively, think critically, and communicate with clarity will define your success and the satisfaction of the providers you support.

This is a full-time position requiring 40 hours per week, Monday through Friday. You will have the flexibility to work from home while supporting providers in any of our three primary time zones: Eastern, Central, or Mountain. Our normal business hours operate between 10:35 AM and 7:05 PM CST, and you will be assigned to one of our 8-hour shift schedules within this window. Based on business needs, occasional overtime, weekend work, or holiday coverage may be required.

Comprehensive Paid Training

At arenaflex, we invest in your success from day one. All new hires receive 12 weeks of paid training to ensure you feel confident, capable, and ready to excel. Training hours are 8:00 AM to 4:30 PM CST, Monday through Friday, and are conducted virtually from the comfort of your home. Our structured training program covers systems navigation, healthcare terminology, customer service best practices, and the soft skills that set great representatives apart from good ones.

Key Responsibilities

• Advocate for Providers: Serve as the dedicated point of contact for healthcare professionals, demonstrating accountability and ownership in resolving their issues efficiently and thoroughly.
• Multi-Channel Support: Service providers across multiple channels including inbound and outbound phone calls as well as concurrent chat sessions, adapting your communication style to suit each medium.
• Effective Triage: Quickly assess and appropriately route incoming contacts from physician offices, clinics, billing offices, and other healthcare settings to ensure timely resolution.
• Needs Identification and Resolution: Proactively seek to understand provider needs and respond to questions related to benefits and eligibility, billing and payments, clinical authorizations, explanations of benefits, and behavioral health inquiries.
• Complex Issue Research: Investigate and dissect complex prior authorization and claim issues, taking appropriate corrective action to prevent repeat contacts, escalations, and provider dissatisfaction.
• Cross-Functional Collaboration: Partner effectively with multiple internal teams and departments to ensure issues are resolved and that resolutions are thoroughly communicated back to providers in a timely manner.
• System Mastery: Demonstrate strong multitasking abilities by navigating more than 30 internal systems to extract necessary information and resolve issues across multiple lines of business, provider types, and call categories.
• Promote Self-Service Tools: Influence providers to utilize arenaflex digital self-service tools, highlighting the benefits of faster resolution and improved efficiency.

Required Qualifications

• High School Diploma, GED, or equivalent work experience
• Minimum of 1 year of customer service experience with a proven track record of analyzing and resolving customer concerns
• Proficiency with computer and Windows PC applications, including the ability to navigate and learn new and complex system applications
• Typing speed of 35–40 words per minute or greater with an accuracy of 90% or higher
• Must be 18 years of age or older
• Availability to work any full-time (40 hours/week) 8-hour shift between 10:35 AM and 7:05 PM CST, Monday through Friday, with flexibility for occasional overtime, weekends, or holidays as business needs dictate

Preferred Qualifications

• Prior healthcare experience and familiarity with healthcare terminology
• Experience working in an office, call center, or customer service environment using phones and computers as primary job tools

Essential Soft Skills and Competencies

• Multitasking Ability: Comfort with typing in multiple chat conversations simultaneously while maintaining accuracy and professionalism
• Conflict Resolution: Skilled at resolving calls and messages without escalating complaints
• Time Management: Ability to prioritize tasks and manage time effectively in a high-volume environment
• Emotional Intelligence and Empathy: Genuine capacity to understand and respond to the emotions of others
• Active Listening and Comprehension: Strong ability to fully understand inquiries before responding
• Written Communication: Excellent written communication skills with attention to tone, clarity, and grammar
• Problem-Solving and Organization: Demonstrated ability to think critically, stay organized, and build strong interpersonal relationships
• Performance Consistency: Track record of consistently meeting or exceeding quality and productivity standards

Telecommuting Requirements

• Must reside within the Eastern, Central, or Mountain Time Zone
• Ability to keep all company-sensitive documents secure
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Must live in a location that can receive an arenaflex-approved high-speed internet connection or leverage an existing high-speed service
• Adherence to arenaflex Telecommuter Policy is mandatory

Compensation and Benefits

For candidates residing in New York, Connecticut, Rhode Island, New Jersey, Colorado, or Washington D.C., the hourly range for this position is $16.54 to $32.55 per hour. Pay is based on several factors including local labor markets, education, work experience, certifications, and other relevant considerations. arenaflex complies with all applicable minimum wage laws.

In addition to a competitive hourly wage, arenaflex offers a comprehensive benefits package designed to support your health, financial security, and overall well-being. Our benefits offerings include medical, dental, and vision coverage, incentive and recognition programs, equity stock purchase options, and a 401(k) contribution plan. Eligibility for certain benefits may vary based on position and location. No matter where or when you begin your career with arenaflex, you will discover a far-reaching selection of benefits and incentives designed to help you thrive both at work and at home.

Career Growth and Development Opportunities

At arenaflex, your growth is our priority. From the moment you join our team, you will be supported by leadership that invests in your professional development and encourages you to explore new career paths. Many of our representatives have advanced into roles in training, quality assurance, supervisory positions, and specialized clinical support functions. Whether you aspire to deepen your expertise in healthcare operations, move into leadership, or expand your skills across new departments, arenaflex provides the resources, mentorship, and opportunities to help you achieve your goals.

Our Culture and Values

arenaflex is more than a workplace — it is a community of passionate professionals united by a shared mission to make healthcare work better for everyone. We believe that diversity creates a healthier atmosphere, and we are proud to be an Equal Employment Opportunity and Affirmative Action employer. All qualified applicants 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 law.

We are committed to mitigating our impact on the environment and delivering equitable care that addresses health disparities and improves health outcomes. At arenaflex, you will find a culture that celebrates collaboration, rewards initiative, and empowers every team member to contribute meaningfully to our mission.

A Workplace Committed to Safety

arenaflex maintains a drug-free workplace. Candidates are required to pass a drug screening test before beginning employment.

Application Information

This position will remain open for a minimum of two business days or until a sufficient candidate pool has been collected. Given strong interest, the job posting may close earlier than anticipated. We encourage you to apply promptly to ensure full consideration.

Take the Next Step Toward a Meaningful Career

If you are ready to make a genuine difference in the lives of healthcare providers and the patients they serve, arenaflex wants to hear from you. Bring your customer service expertise, your passion for helping others, and your commitment to excellence — and join a team where every conversation matters. Apply today and start building a career that is as rewarding as it is impactful. Your journey toward doing your life's best work begins here, with arenaflex.