Remote Tier 1 Customer Service Representative – High‑Volume Medicaid Enrollment & Benefits Support (100% Remote)

About arenaflex – Empowering Communities Through Compassionate Service

arenaflex is a nationally recognized staffing partner dedicated to supporting state and local government programs that improve the health and well‑being of millions of Americans. Our mission is simple yet powerful: make lives better. We do this by connecting talented professionals with essential public‑service roles—especially in the rapidly evolving landscape of health insurance enrollment, Medicaid, and the Affordable Care Act (ACA). As a remote‑first employer, arenaflex provides a dynamic, inclusive, and technology‑driven environment where every team member can thrive, grow, and make a tangible difference in the lives of citizens across the country.

Why This Role Is a Game‑Changer for Your Career

Our Tier 1 Customer Service Representative position is a full‑time, temporary role with a competitive hourly rate of $16.63 and a clear pathway to long‑term placement. You will work exclusively from home, handling a high volume of inbound calls from Medicaid recipients seeking guidance on enrollment, benefits, and compliance matters. Success in this role opens doors to internal promotions, a retention bonus of up to $600 after 180 days, and a robust benefits suite that includes medical, dental, vision, and retirement plans.

Key Responsibilities – What Your Day Will Look Like

• Provide courteous, accurate, and prompt assistance to callers regarding Medicaid, Qualified Health Plans (QHP), and State‑Administered Dental Plans (SADP).
• Handle general inquiries, status checks, and short‑handle‑time tasks such as password resets, eligibility confirmations, and premium payment instructions.
• Document every interaction in the state‑provided Customer Relationship Management (CRM) system and the arenaflex worker portal, ensuring data integrity and compliance.
• Educate consumers on the appeal and complaint process, guiding them to the appropriate resources—including the Attorney General’s Health Education and Advocacy Unit and local social‑service agencies.
• Support callers with Form 1095‑A and 1095‑B queries, helping them understand tax‑related health coverage documentation.
• Assist users in navigating the online enrollment portal, comparing health and dental plan options, and verifying financial assistance eligibility.
• Maintain a professional and empathetic tone when interacting with culturally and linguistically diverse populations, especially disadvantaged groups.
• Escalate complex cases to Tier 2 specialists when changes to enrollment status, coverage dates, or eligibility are required.
• Participate actively in the structured 15‑day training program and the subsequent four‑week nesting period, adhering to a zero‑tolerance policy for absenteeism and tardiness.
• Perform any additional duties assigned by the arenaflex leadership team to support operational excellence.

Essential Qualifications – What You Need to Succeed

• Experience: Minimum of three (3) years in a customer‑service or call‑center environment, with at least two (2) years handling inbound calls for health‑care or behavioral‑health programs.
• Education: High school diploma or GED required; an Associate’s degree or higher is preferred.
• Technical Proficiency: Comfortable using Microsoft Word, Excel, Outlook, and other Office suite applications. Ability to quickly learn proprietary CRM platforms.
• Communication Skills: Exceptional verbal, written, and listening abilities in English; clear articulation while reading scripts.
• Organizational Skills: Strong attention to detail, ability to prioritize multiple tasks, and maintain accurate records under pressure.
• Interpersonal Ability: Demonstrated experience collaborating with diverse teams and delivering high‑quality internal and external customer service.
• Problem‑Solving: Ability to analyze caller issues, determine appropriate actions, and follow through with precision.
• Reliability: Consistent attendance, punctuality, and adherence to the prescribed training schedule.

Preferred Qualifications – Give Yourself an Edge

• Prior experience with Medicaid, ACA enrollment, or other government health‑benefit programs.
• Familiarity with health‑care terminology such as QHP, SADP, MCO, and premium assistance.
• Experience working remotely in a fully digital environment, including self‑management of a home office.
• Certifications in customer‑service excellence, call‑center operations, or health‑care administration.

Technical & Home‑Office Requirements

• Device: Bring Your Own Device (BYOD) – a Windows 10 PC or MacOS Catalina (10.15) or newer.
• Performance: Minimum 16 GB RAM, 256 GB storage, and a wired USB headset with noise‑cancellation (Bluetooth accepted only if wired not available).
• Internet: Minimum 25 Mbps download for a single user (50 Mbps recommended for shared connections) and at least 5 Mbps upload. Ethernet connection via Category 5/6 cable is mandatory; mobile hotspots are not permitted as a primary source.
• Proof of a recent speed test must be provided upon request.
• Standard work hours: Monday‑Friday, 9:30 am–6:00 pm EST, with two 15‑minute breaks and a 30‑minute lunch.
• Occasional evening or weekend coverage may be required based on business needs.

Compensation, Benefits & Perks

arenaflex values the dedication of its remote workforce and offers a comprehensive benefits package designed to support health, financial security, and overall well‑being:

• Hourly Pay: $16.63 per hour (temporary full‑time rate).
• Retention Bonus: Up to $600 after 180 days of continuous service.
• Health Benefits: Medical, dental, and vision coverage with employer contributions.
• Financial Wellness: Flexible Spending Accounts (FSAs) for medical and dependent expenses.
• Retirement: 401(k) plan with a generous employer match.
• Additional Perks: Pet insurance, employee self‑serve HR portal, and opportunities for internal promotion.
• Learning & Development: Structured training, ongoing coaching, and access to industry certifications.

Career Growth & Development Opportunities

arenaflex invests heavily in the professional trajectory of its employees. As a Tier 1 Representative you will:

• Gain deep expertise in federal and state health‑benefit programs, positioning yourself for advancement to Tier 2 specialist, team lead, or supervisory roles.
• Participate in continuous learning modules covering policy updates, compliance standards, and emerging health‑care technologies.
• Access mentorship programs that pair you with seasoned managers who can guide you toward long‑term career objectives.
• Be considered for cross‑functional projects, such as quality‑assurance initiatives, process‑improvement task forces, and data‑analytics support teams.

Work Environment & Culture at arenaflex

Our culture is built on three core pillars: Integrity, Collaboration, and Impact. We strive to create an environment where remote workers feel connected, supported, and empowered:

• Integrity: Transparent communication, ethical decision‑making, and respect for every caller’s dignity.
• Collaboration: Virtual team huddles, peer‑to‑peer knowledge sharing, and an open‑door policy with supervisors.
• Impact: Your daily interactions directly affect the health coverage of vulnerable populations, reinforcing the purpose‑driven nature of the role.
• Regular virtual town‑halls, wellness webinars, and employee appreciation events to maintain morale and community spirit.

Application Process & Important Dates

We have a streamlined, multi‑step interview system designed to give candidates a realistic preview of the role:

• Secondary Client Interview: Scheduled for the last week of January 2025.
• Mandatory Real‑Job Preview / Group Interview: February 7, 2025 (facilitated by arenaflex).
• Training Commencement: February 12, 2025 (Wednesday). Training runs two weeks of classroom‑style instruction followed by four weeks of nesting.
• Zero‑Tolerance Policy: Perfect attendance required during the first eight weeks of training.

How to Apply

If you meet the qualifications and are excited to make a meaningful difference while working from the comfort of your home, we encourage you to submit your application today. Please be prepared to answer a brief technical question regarding your device’s storage capacity.

Join arenaflex and become part of a team that truly values your talent, commitment, and desire to help others. Together, we’ll navigate the complexities of health‑care enrollment and ensure that every eligible individual receives the coverage they deserve.

Apply Now