arenaflex Remote Per Diem Customer Service Associate – Health Plan Member Support, Quality Assurance & Stewardship (Florida)

About arenaflex – Leading the Way in Health Plan Excellence

At arenaflex, we are dedicated to delivering compassionate, high‑quality health plan services to members across the state of Florida. Our mission is built on three pillars: No Harm/Quality, Customer Experience, and Stewardship. As a forward‑thinking organization, we invest in technology, continuous learning, and a culture that celebrates teamwork, integrity, and innovation. Whether you are a seasoned call‑center professional or a recent graduate eager to make a difference, arenaflex offers a supportive environment where your voice matters and your growth is a priority.

Position Summary – Why This Role Matters

The Remote Per Diem Customer Service Associate is the front‑line ambassador for arenaflex. Working from the comfort of your home, you will engage directly with members, answer inquiries, and ensure that every interaction reflects our commitment to safety, accuracy, and empathy. Success in this role is driven by a genuine desire to serve, strong communication skills, and the ability to navigate multiple systems while maintaining composure in a fast‑paced environment.

Key Responsibilities

Quality / No Harm

• Identify, document, and elevate any concerns that could impact member safety or the ability of arenaflex to deliver services.
• Provide accurate, courteous service in line with departmental policies and regulatory standards.
• Participate actively in ongoing training sessions, surveys, and departmental meetings to stay current on best practices.
• Maintain strict confidentiality, adhering to all privacy guidelines and HIPAA regulations.
• Contribute to departmental performance metrics such as average speed of answer, service level, and abandonment rate.

Customer Experience

• Respond to member inquiries by researching, understanding, and documenting plan details, including covered benefits, exclusions, prescription drug coverage, eligibility, enrollment, disenrollment, provider networks, claims processes, authorizations, and premium billing.
• Represent arenaflex as a knowledgeable health‑care professional, delivering care‑focused assistance that builds trust and loyalty.
• Handle inbound sales inquiries from prospective members, providing basic information and routing qualified leads to licensed sales agents for closure.
• Assist walk‑in members (when applicable) with timely, efficient service that reflects our dedication to member satisfaction.

Stewardship & Performance

• Meet or exceed individual call‑center performance standards set by management, including call handling time, first‑call resolution, and quality scores.
• Identify trends or systemic issues and propose actionable solutions to improve overall service delivery.
• Participate in special projects, process improvement initiatives, and cross‑functional teams as requested by leadership.

Essential Qualifications

• High school diploma, GED, or equivalent experience; some college coursework preferred.
• Minimum of one year of experience in a call‑center or customer‑service environment, with direct interaction with members or customers.
• Ability to work the designated shift, including occasional overtime, to meet business needs.
• Proficiency in simultaneous talking and typing; ability to type at least 45 words per minute while maintaining a clear conversation.
• Comfort navigating multiple computer screens and applications while reviewing benefit information.
• Intermediate to advanced computer skills, especially with Microsoft Office Suite (Word, Excel, Outlook).
• Bi‑lingual candidates must demonstrate fluency in both Spanish and English (reading, writing, speaking, and comprehension).
• Successful completion of a bi‑lingual/medical interpretation certification test administered by arenaflex.

Preferred Skills & Competencies

• Communication Excellence: Clear, articulate verbal and written communication; active listening; ability to ask probing questions to uncover member needs.
• Analytical Thinking: Basic math, problem‑solving, and critical‑thinking abilities to diagnose issues and recommend solutions.
• Time Management: Strong organizational skills, ability to prioritize tasks, and manage multiple responsibilities within tight deadlines.
• Team Collaboration: Demonstrated ability to work cooperatively with peers, supervisors, and cross‑functional teams, fostering a respectful and inclusive environment.
• Technical Agility: Quick learner with the capacity to master new software platforms, CRM tools, and health‑plan specific applications.
• Resilience & Motivation: High level of self‑drive, accountability, and the ability to thrive under pressure while maintaining a positive attitude.

Physical & Mental Demands

The role requires prolonged periods of sitting and screen viewing, as well as the mental stamina to handle high‑volume call traffic in a fast‑paced, sometimes stressful setting. Candidates must demonstrate excellent attendance, flexibility in scheduling, and the capacity to maintain professionalism during challenging interactions.

Career Growth & Development Opportunities

arenaflex believes in nurturing talent from within. As a Remote Per Diem Customer Service Associate, you will have access to:

• Comprehensive onboarding and continuous training programs that cover health‑plan policies, compliance, and advanced customer‑service techniques.
• Mentorship from seasoned supervisors and opportunities to shadow senior team members.
• Pathways to advance into roles such as Senior Customer Service Representative, Team Lead, Quality Assurance Analyst, or specialized positions in claims, enrollment, and member education.
• Certification support for industry‑recognized credentials (e.g., Certified Call Center Professional, Medical Terminology, Bilingual Certification).
• Regular performance feedback, goal‑setting sessions, and recognition programs that celebrate individual and team achievements.

Compensation, Perks & Benefits

While this position is per‑diem and remote, arenaflex offers a competitive hourly rate that reflects your experience and skill set. Additional benefits include:

• Flexible scheduling to accommodate personal commitments.
• Access to a virtual employee assistance program (EAP) for health, financial, and personal support.
• Opportunities for paid training and professional development.
• Recognition awards, performance bonuses, and referral incentives.
• Technology stipend to ensure you have a reliable home office setup.

Work Environment & Culture at arenaflex

Our culture is built on respect, collaboration, and a shared purpose to improve the health and well‑being of Floridians. Even though you will be working remotely, you will remain an integral part of a vibrant community that values:

• Inclusivity: A diverse workforce where every voice is heard and valued.
• Innovation: Encouragement to suggest process improvements and adopt new technologies.
• Well‑Being: Programs that promote work‑life balance, mental health, and physical wellness.
• Accountability: Clear expectations, transparent metrics, and a supportive environment for continuous improvement.

How to Apply

If you are passionate about delivering exceptional member service, thrive in a remote setting, and meet the qualifications outlined above, we invite you to join the arenaflex family. Click the link below to submit your application and start a rewarding career dedicated to health‑plan excellence.

Apply Now at arenaflex

Ready to Make an Impact?

At arenaflex, every interaction matters. Your dedication will help members navigate complex health‑plan information, feel heard, and receive the care they deserve. Take the next step in your professional journey—apply today and become a vital part of a mission‑driven organization that puts people first.