HFHP Remote Per Diem Customer Service Associate – Health Plan Support, Quality Assurance & Stewardship (Florida‑Based)
Welcome to arenaflex – Where Service Meets Compassion
At arenaflex, we believe that every interaction is an opportunity to make a meaningful difference in the lives of our members. As a leading provider of health plan solutions in the Sunshine State, we combine cutting‑edge technology with a deep commitment to community well‑being. Our mission is to deliver “No Harm” and exceptional customer experiences while upholding the highest standards of stewardship. If you thrive in a dynamic, remote environment and are passionate about helping people navigate complex health benefits, you’ve found your next career home.
Position Overview
This is a per diem, remote, work‑from‑home opportunity for qualified candidates who reside in Florida. As a Customer Service Associate at arenaflex, you will serve as the primary liaison in our Call Center, handling inbound inquiries, supporting sales prospects, and ensuring that every member receives accurate, courteous, and timely assistance. Success in this role is driven by a genuine desire to serve, strong communication skills, and the ability to manage multiple tasks while maintaining a professional demeanor.
Key Responsibilities
Quality & “No Harm” Commitment
- Identify, document, and elevate any concerns that could impact a member’s health plan experience or the organization’s ability to deliver services.
- Provide accurate, policy‑compliant information to members, adhering to all departmental guidelines.
- Participate actively in ongoing training sessions, surveys, and departmental meetings to continuously improve service quality.
- Maintain strict confidentiality in accordance with HIPAA and internal policies.
- Contribute to departmental performance metrics such as average speed of answer, service level, and abandonment rate.
Customer Experience Excellence
- 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, premium billing, and plan guidelines.
- Deliver compassionate, knowledgeable support that reflects the professionalism of a health‑care specialist.
- Handle inbound sales inquiries, providing basic information and seamlessly transferring prospects to licensed sales agents for finalization.
- Assist walk‑in members (when applicable) with prompt, efficient service that resolves their concerns on the first contact.
Stewardship & Performance
- Meet or exceed individual Call Center performance standards set by management, including call handling time, quality scores, and adherence to schedule.
- Identify systemic issues and propose improvements that enhance overall plan delivery and member satisfaction.
- Participate in special projects, process improvement initiatives, and cross‑functional teams as directed by leadership.
Qualifications – What We’re Looking For
Required Qualifications
- High School diploma, GED, or equivalent experience; some college coursework is a plus.
- Minimum of one year of experience in a call‑center or customer‑service environment, preferably within health‑care or insurance.
- Ability to work assigned shifts, including occasional overtime, to meet business needs.
- Proficient multitasking: comfortably talk and type simultaneously while navigating multiple screens and applications.
- Typing speed of at least 45 words per minute without sacrificing accuracy.
- Intermediate to advanced computer skills, especially with Microsoft Office Suite (Word, Excel, Outlook) and web‑based CRM tools.
- Bi‑lingual candidates must demonstrate fluency in both Spanish and English (reading, writing, speaking, and comprehension).
- Successful completion of a bilingual/medical interpretation certification test administered by ATLA (or equivalent) is required.
Preferred Qualifications
- Associate’s or Bachelor’s degree in Health Administration, Business, Communications, or a related field.
- Previous experience with health‑plan benefits, claims adjudication, or medical authorization processes.
- Familiarity with industry‑specific software such as Salesforce, Zendesk, or proprietary arenaflex platforms.
- Demonstrated ability to handle high‑volume call environments while maintaining quality scores above 90%.
- Experience in a remote work setting, with a dedicated home office that meets ergonomic standards.
Core Skills & Competencies
- Communication: Clear, empathetic verbal and written communication; active listening and effective questioning techniques.
- Problem Solving: Strong analytical abilities to diagnose issues, identify root causes, and propose actionable solutions.
- Time Management: Ability to prioritize tasks, manage workload, and meet deadlines in a fast‑paced environment.
- Technical Proficiency: Comfortable navigating multiple software applications, databases, and web portals simultaneously.
- Team Collaboration: Works well with peers, supervisors, and cross‑functional teams, fostering a cooperative atmosphere.
- Adaptability: Resilient under pressure, capable of adjusting to shifting priorities and evolving processes.
- Attention to Detail: Precise documentation and data entry to ensure compliance and accuracy.
Physical & Mental Demands
Physical Requirements
- Ability to sit for extended periods while viewing a computer screen.
- Maintain a comfortable, ergonomically‑supported workstation at home.
Mental Requirements
- Exceptional verbal, interpersonal, and written communication skills.
- Superior telephone etiquette, including active listening and probing questions.
- Basic math, analytical, and problem‑solving capabilities.
- Critical thinking to define issues, assess risks, and recommend outcomes.
- High motivation, initiative, and accountability for personal performance.
- Organizational skills for prioritizing tasks and managing time effectively.
- Ability to collaborate respectfully with colleagues at all organizational levels.
- Consistent attendance and flexibility to work varied schedules as needed.
Work Environment & Culture at arenaflex
At arenaflex, we champion a culture of inclusivity, continuous learning, and employee well‑being. Our remote workforce enjoys:
- Flexible scheduling that respects work‑life balance.
- Regular virtual team‑building events, training workshops, and mentorship programs.
- A supportive leadership team that encourages open communication and feedback.
- Access to a comprehensive suite of wellness resources, including mental‑health support and fitness incentives.
- Opportunities to grow within the organization, with clear pathways to senior customer‑service, quality‑assurance, and operations‑management roles.
Compensation, Perks & Benefits
While exact salary details will be discussed during the interview process, successful candidates can expect a competitive hourly rate commensurate with experience, plus the following benefits:
- Performance‑based bonuses and incentives.
- Paid time off and holiday pay.
- Health, dental, and vision insurance options.
- Retirement savings plan with employer matching.
- Professional development stipend for certifications, courses, and conferences.
- Technology allowance to equip your home office with a reliable headset, webcam, and ergonomic accessories.
- Employee assistance program (EAP) for personal and professional support.
Career Growth & Learning Opportunities
At arenaflex, your career trajectory is driven by your ambition. As a Customer Service Associate, you will gain:
- In‑depth knowledge of health‑plan administration, claims processing, and member services.
- Hands‑on experience with industry‑standard CRM and analytics tools.
- Coaching and feedback from seasoned supervisors focused on skill enhancement.
- Eligibility for internal mobility into roles such as Quality Analyst, Training Specialist, Sales Support, or Operations Supervisor.
- Access to a learning portal offering courses on communication, conflict resolution, data privacy, and more.
Application Process
Ready to join a purpose‑driven team that values your expertise and dedication? Follow these steps to apply:
- Prepare an up‑to‑date resume highlighting relevant call‑center or health‑plan experience.
- Draft a concise cover letter that showcases your passion for customer service and any bilingual capabilities.
- Submit your application through our secure portal by clicking the link below.
- Complete the bilingual/medical interpretation certification test (provided by ATLA) as part of the onboarding process.
- Participate in a virtual interview with the hiring manager and a member of the HR team.
- Upon selection, you will receive a detailed onboarding schedule, equipment checklist, and training timeline.
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Why Choose arenaflex?
Choosing arenaflex means aligning yourself with a company that puts members first, invests in employee growth, and embraces innovative solutions to health‑care challenges. Our remote team members are integral to our success, and we celebrate each milestone together—whether it’s achieving a new service‑level target, receiving a member commendation, or launching a new benefit offering.
Take the Next Step
If you are a motivated, detail‑oriented professional who thrives in a collaborative, remote environment, we invite you to bring your talents to arenaflex. Join us in delivering “No Harm” and exceptional experiences to the people of Florida. Your expertise will help shape the future of health‑plan service, and we’re excited to support your career journey every step of the way.
Apply today and become part of a team that truly makes a difference.
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