Remote Member Services Representative – Medicaid & Provider Support Specialist (New York)

About arenaflex

At arenaflex, we believe that meaningful work begins with empathy. Our mission is rooted in a single, powerful purpose: bringing genuine care and understanding to every interaction, every process, and every moment that shapes the health and well-being of the communities we serve. As a forward-thinking organization committed to transforming how people access essential services, arenaflex combines the warmth of human connection with the innovation of modern technology to deliver outcomes that truly matter.

Our culture is built on a foundation of trust, compassion, and continuous improvement. We recognize that the people who answer the phones, respond to questions, and walk members through complex processes are the heart of everything we do. That is why we invest in our team members, provide robust training, foster a supportive remote work environment, and create clear pathways for professional growth. When you join arenaflex, you become part of a community that values your contribution, supports your ambitions, and celebrates the difference you make every single day.

We are currently seeking dedicated, service-driven professionals to join our Member Services team as Remote Member Services Representatives supporting our Medicaid members and provider network in the New York region. If you are passionate about helping others, thrive in a structured yet dynamic environment, and want to build a long-term career with an organization that puts people first, we want to hear from you.

Position Summary

As a Remote Member Services Representative at arenaflex, you will serve as a vital first point of contact for Medicaid members and healthcare providers across New York. Working from the comfort of your home, you will handle a high volume of inbound calls, providing accurate information, resolving inquiries, and ensuring every caller experiences the highest standard of service. This role is ideal for individuals who excel at communication, demonstrate empathy in challenging situations, and take pride in delivering efficient, compassionate support.

You must reside within 50 miles of New York, NY, to be considered for this position. While the role is primarily remote, there may be occasions when you will be required to report to the nearest arenaflex office in the event of extended technical issues or business needs.

Key Responsibilities

In this role, your day-to-day duties will include, but are not limited to, the following:

• Handling Inbound Calls: Answer a steady flow of incoming calls from Medicaid members and healthcare providers, responding professionally and accurately to a wide range of inquiries.
• Eligibility Verification: Assist callers with eligibility questions, helping them understand their current coverage status, plan details, and enrollment information.
• Provider Changes and Updates: Process requests to change primary care providers, update demographic information, and ensure member records reflect accurate provider assignments.
• ID Card Requests: Help members obtain replacement identification cards, explain how to use them, and answer questions about accessing care.
• Benefits and Services Guidance: Provide clear explanations of available benefits, covered services, prior authorization requirements, and supplemental programs that members may qualify for.
• Issue Resolution: Identify caller needs, research relevant information, and resolve concerns on the first contact whenever possible, escalating complex issues to appropriate teams when necessary.
• Documentation: Accurately document all member and provider interactions within arenaflex’s customer relationship management (CRM) system, ensuring records are complete and compliant with company standards.
• Quality and Compliance: Adhere to all regulatory guidelines, including HIPAA and Medicaid-specific requirements, while consistently meeting or exceeding call quality and performance metrics.
• Continuous Learning: Stay informed about updates to Medicaid policies, benefits, and internal procedures through ongoing training and professional development opportunities.

Training and Schedule

At arenaflex, we set our team members up for success from day one. The first six weeks of employment will consist of a comprehensive paid training program designed to equip you with the knowledge, tools, and confidence you need to thrive in your role.

• Training Schedule: 8:30 AM to 5:00 PM EST, Monday through Friday, for the first six weeks.
• Production Schedule: Following successful completion of training, you will transition to your regular production schedule of 8:30 AM to 5:00 PM EST, Monday through Friday.

Please note that training and production hours may occasionally be adjusted to meet business needs, and you will be notified in advance of any schedule changes.

Remote Work Requirements

This is a work-from-home position that requires a quiet, dedicated workspace free from distractions. To ensure the security of sensitive member and provider information, the following technical requirements apply:

• A reliable high-speed internet connection is required.
• You must connect to the arenaflex network via a wired Ethernet connection. The use of Wi-Fi is not permitted for security reasons.
• arenaflex provides all necessary equipment, including a computer, monitor, headset, and related accessories.
• You must be able to work independently, manage your time effectively, and demonstrate self-sufficiency in a remote environment.
• In the event of prolonged technical issues, you will be expected to commute to the nearest arenaflex office in New York, NY.

Required Qualifications

To be successful in this role, candidates must meet the following requirements:

• Location: Must reside within 50 miles of New York, NY.
• Education: High school diploma or equivalent required.
• Communication Skills: Excellent verbal and written communication skills, with the ability to explain complex information in a clear, concise, and compassionate manner.
• Customer Focus: Demonstrated ability to deliver exceptional customer service, maintain professionalism under pressure, and handle difficult conversations with empathy and tact.
• Performance Standards: Ability to consistently meet or exceed key performance indicators, including call quality, attendance, and productivity goals.
• Self-Sufficiency: Proven ability to work independently, stay motivated, and manage your responsibilities in a remote work setting.
• Flexibility: Willingness to commute to the office when required for technical or business reasons.

Preferred Qualifications

While not required, the following experience will give candidates a competitive edge:

• Prior experience working remotely in a call center or customer service environment.
• Familiarity with Medicaid and/or Medicare programs, including eligibility rules, benefits structures, and provider networks.
• Experience using CRM systems, call center software, or other technology platforms commonly used in member services roles.
• Bilingual or multilingual abilities, particularly Spanish, are highly valued.

Skills and Competencies for Success

The ideal candidate will demonstrate a blend of technical, interpersonal, and problem-solving skills, including:

• Active Listening: The ability to fully understand caller needs and respond thoughtfully.
• Empathy and Compassion: A genuine desire to help people, particularly those who may be navigating challenging healthcare situations.
• Attention to Detail: Precision in documenting interactions and processing information accurately.
• Time Management: The ability to handle multiple tasks efficiently while maintaining quality.
• Adaptability: Comfort with changing priorities, evolving policies, and new technologies.
• Resilience: The capacity to remain composed and effective in a fast-paced, high-volume environment.

Career Growth and Development Opportunities

At arenaflex, we believe that career development is not a perk but a promise. When you join our team, you gain access to a wealth of resources designed to help you grow professionally and personally. From day one, you will have the opportunity to participate in:

• Structured onboarding and training programs that build foundational knowledge.
• Ongoing learning opportunities, including free development courses, workshops, and certifications.
• Tuition assistance and education reimbursement programs for eligible employees pursuing further education.
• Clear career pathways into roles such as Team Lead, Quality Analyst, Training Specialist, and Management.
• Mentorship programs that connect you with experienced professionals across the organization.
• Internal mobility programs that allow you to explore different departments and functions as your interests evolve.

Compensation and Benefits

arenaflex is proud to offer a comprehensive compensation and benefits package designed to support the health, financial security, and overall well-being of our team members.

• Pay Range: The hourly rate for this position typically falls between $17.00 and $28.45, depending on experience, education, and other relevant factors.
• Health Benefits: Full medical, dental, and vision insurance plans for eligible employees.
• Retirement Savings: A 401(k) retirement savings plan with company contributions, plus an Employee Stock Purchase Plan for eligible team members.
• Insurance Coverage: Fully paid term life insurance, as well as short-term and long-term disability coverage.
• Well-Being Programs: Access to numerous well-being initiatives, including mental health support, fitness resources, and wellness coaching.
• Education Assistance: Financial support for continuing education, certifications, and degree programs.
• Paid Time Off: Generous paid time off (PTO) policies, paid holidays, and sick leave in accordance with applicable state laws and company policies.
• Employee Discounts: Discounts on arenaflex products and services, as well as special offers from participating partner organizations.

Our Commitment to Inclusion and Accessibility

arenaflex is an equal opportunity employer committed to building a diverse, inclusive, and supportive workforce. We provide reasonable accommodations to qualified individuals with disabilities, including support for those who are deaf or hard of hearing through Telecommunications Relay Services. If you require an accommodation to complete the application or interview process, please reach out to our Colleague Relations team for assistance. We will respond to all requests within 48 business hours and work diligently to find a solution that meets your needs.

We also comply with all applicable public health requirements, including any COVID-19 vaccination policies currently in effect. Reasonable accommodations are available for team members who cannot be vaccinated due to disability, medical condition, religious belief, or other legally recognized reasons.

How to Apply

If you are ready to bring your heart, your skills, and your passion for service to a company that truly values its people, we encourage you to apply today. This is your opportunity to build a meaningful career, make a tangible difference in the lives of Medicaid members and providers, and grow with an organization that is redefining what compassionate service looks like in the modern era.

Join arenaflex — where every call matters, every conversation counts, and every team member is empowered to deliver their very best. We look forward to welcoming you to our team and supporting you on every step of your professional journey.