Customer Service Representative – Member Services Specialist – Medicaid & Medicare Customer Support (Hybrid Remote Option) – Princeton, NJ Area

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Join arenaflex: Where Heart Meets Health Care

Are you passionate about making a meaningful difference in people's lives? Do you thrive in environments where your compassion and communication skills can truly shine? If so, we invite you to explore an exciting career opportunity with arenaflex, a leading health care innovation company dedicated to transforming how communities access and experience quality health services.

At arenaflex, we believe that every interaction with our members is an opportunity to deliver care that feels personal, convenient, and truly centered on human needs. Our commitment to enhanced human-centric health care drives everything we do—from the solutions we develop to the way we support our team members. We're not just answering calls; we're building relationships, solving problems, and helping individuals navigate their health care journeys with confidence and peace of mind.

Our culture is built on a foundation of empathy, integrity, and continuous innovation. We call it "Heart at Work"—a philosophy that permeates every department, every team, and every conversation. When you join arenaflex, you become part of a mission-driven family that values your contributions, supports your growth, and recognizes the vital role you play in shaping the future of health care.

Position Overview: Member Services Representative

We are currently seeking a dedicated and customer-focused Member Services Representative to join our dynamic health care support team. In this role, you will serve as the primary point of contact for our Aetna Medicaid members and health care providers, delivering exceptional telephone assistance that addresses a wide range of inquiries. Your work will directly impact members' ability to access the benefits, services, and support they deserve.

This position offers a hybrid work arrangement, combining the flexibility of remote work with the collaboration opportunities of occasional in-office presence. You must reside within 50 miles of Princeton, New Jersey, to be eligible for this opportunity. Our comprehensive training program ensures you have the knowledge and skills to succeed from day one, while our supportive team environment fosters ongoing development and career advancement.

Training and Work Schedule

Our commitment to your success begins with an extensive training program designed to equip you with the expertise needed to excel in this role. The training schedule spans the first six weeks of employment, conducted from 8:30 AM to 5:00 PM EST, Monday through Friday. Following successful completion of training, you will transition to our standard production schedule, which maintains the same hours: 8:30 AM to 5:00 PM EST, Monday through Friday. This consistent schedule provides excellent work-life balance and allows you to plan your personal commitments with confidence.

What You'll Do: Key Responsibilities

As a Member Services Representative at arenaflex, you will play a pivotal role in delivering outstanding service to our members and providers. Your daily responsibilities will include:

• Responding to Inbound Member and Provider Calls: Handle incoming telephone inquiries from Aetna Medicaid members and health care providers with professionalism, empathy, and efficiency. Every call is an opportunity to make a positive impact.


• Benefits and Eligibility Inquiries: Assist callers in understanding their health care benefits, coverage details, eligibility requirements, and enrollment status. Your clear communication helps members make informed decisions about their care.


• Provider Network Assistance: Support members in locating and transitioning to in-network providers, answering questions about provider availability, and facilitating smooth coordination of care.


• ID Card Requests: Process requests for member identification cards, ensuring members have the documentation they need to access services without delay.


• Prior Authorization Guidance: Provide information regarding prior authorization requirements, helping members understand which services require approval and guiding them through the process.


• Extra Benefits and Programs: Inform members about additional benefits, wellness programs, and extra services available through their plan, helping them maximize their health care experience.


• Service Quality Maintenance: Adhere to performance standards, call quality metrics, and attendance requirements. Your dedication to excellence ensures consistent, high-quality experiences for every caller.


• Technology Compliance: Maintain high-speed internet connectivity with secure service via ethernet cable. Wi-Fi usage is not permitted for work-related activities to ensure data security and connection reliability.


• Hybrid Work Flexibility: Work from home when technology permits, with the requirement to commute to our Princeton, New Jersey office when unable to work remotely due to prolonged technical issues. This balanced approach offers flexibility while maintaining team connectivity.

What We're Looking For: Required Qualifications

To succeed in this role, you must meet the following requirements:

• Geographic Eligibility: Must live within 50 miles of Princeton, New Jersey, to qualify for this position.
• Communication Excellence: Demonstrated ability to communicate effectively with members and health care providers both orally and in written form. Clear, compassionate communication is essential for success.
• Performance Orientation: Ability to meet established performance standards, including call quality goals and productivity targets. We provide the training and support you need to thrive.
• Attendance Commitment: Must meet attendance requirements, understanding that reliability is crucial in a member-facing role.
• Remote Work Readiness: Must be able to work from home and demonstrate self-sufficiency in a remote environment. This includes maintaining a dedicated workspace and managing your time effectively.
• Technical Requirements: Must have high-speed internet connectivity with secure service via ethernet cable. A reliable, wired connection is mandatory—Wi-Fi is not permitted for security and performance reasons.
• Education: High school diploma or equivalent GED required.

Preferred Qualifications

While not required, the following qualifications will help you stand out and accelerate your success in this role:

• Remote Call Center Experience: Prior experience working remotely in a call center setting demonstrates your ability to thrive in distributed work environments.


• Government Health Program Expertise: Familiarity with Medicaid and Medicare programs, including benefit structures, enrollment processes, and member services, is highly valued.


• Health Care Industry Background: Previous experience in health care customer service, insurance, or related fields provides a strong foundation for this role.


• Problem-Solving Skills: Demonstrated ability to navigate complex inquiries and find effective solutions for members.

Skills and Competencies for Success

Beyond qualifications, we seek candidates who possess the following skills and competencies:

• Empathy and Compassion: A genuine desire to help others and the ability to listen actively, understand concerns, and respond with kindness.


• Communication Mastery: Articulate verbal communication skills paired with strong written abilities for documentation and correspondence.


• Adaptability: Comfortable working in a fast-paced environment and open to learning new processes, systems, and technologies.


• Critical Thinking: Ability to analyze member needs, identify appropriate solutions, and make sound decisions under pressure.


• Time Management: Efficiently manage call volume, documentation, and follow-up tasks within established timeframes.


• Technical Proficiency: Comfortable navigating multiple computer systems and applications while maintaining call center productivity.


• Team Player Attitude: Willingness to collaborate with colleagues, support team goals, and contribute to a positive work environment.

Career Growth and Development Opportunities

At arenaflex, your career journey doesn't end with your initial role. We are committed to fostering your professional growth and providing pathways for advancement. As a Member Services Representative, you'll gain invaluable experience in health care customer service, health insurance operations, and member advocacy—skills that are highly transferable and sought after across the industry.

Many of our current team leaders and managers began their careers in entry-level member services positions, rising through the ranks thanks to their dedication, performance, and commitment to excellence. We support your advancement through:

• Continuous Learning: Access to free development courses, training programs, and certification opportunities that expand your expertise.


• Internal Promotion Pathways: Priority consideration for open positions across departments, including leadership, training, quality assurance, and specialized member services roles.


• Mentorship Programs: Pairing with experienced colleagues who guide your professional development and share industry insights.


• Skills Development Workshops: Regular opportunities to enhance your communication, problem-solving, and leadership abilities.

Work Environment and Company Culture

Join a workplace where your voice matters, your contributions are valued, and your well-being is prioritized. At arenaflex, we've cultivated a culture that celebrates diversity, encourages inclusion, and empowers every team member to bring their authentic self to work.

Our hybrid work model offers the best of both worlds: the flexibility to work from home when technology permits, combined with collaborative in-office sessions that strengthen team bonds and foster innovation. You'll have access to modern office amenities, comfortable workspaces, and a supportive management team that genuinely cares about your success.

We believe that when our colleagues feel valued and supported, they deliver exceptional care to our members. That's why we prioritize employee well-being, work-life balance, and a positive atmosphere where everyone can thrive.

Compensation and Benefits

We recognize that your skills and dedication deserve competitive compensation and comprehensive benefits. The pay range for this position is $17.00 to $34.15 per hour, with the actual offer depending on experience, education, geography, and other relevant factors.

In addition to your base compensation, arenaflex offers a full range of benefits to support your health, financial security, and personal well-being:

• Health Coverage: Comprehensive medical, dental, and vision benefits for you and your family.


• Retirement Savings: Eligible employees may enroll in our 401(k) retirement savings plan with company matching.


• Stock Purchase Plan: An Employee Stock Purchase Plan is available for eligible employees.


• Life Insurance: Fully-paid term life insurance plan for eligible employees.


• Disability Benefits: Short-term and long-term disability coverage to protect your income.


• Well-Being Programs: Numerous well-being programs, including fitness resources, mental health support, and wellness coaching.


• Education Assistance: Free development courses and tuition assistance for eligible employees.


• Employee Discounts: A arenaflex store discount and discount programs with participating partners.


• Paid Time Off: Generous PTO or vacation pay, as well as paid holidays throughout the calendar year. The number of paid holidays, sick time, and other time off are provided consistent with relevant state law and company policies.

Ready to Make a Difference?

If you're ready to bring your heart to work and join a team that's transforming health care one conversation at a time, we encourage you to apply today. This is more than a job—it's an opportunity to build a rewarding career while making a meaningful impact in the lives of those you serve.

At arenaflex, we believe that great health care starts with human connection. Your compassion, dedication, and skills can help us deliver on our promise to every member: to be there when they need us most, with heart.

We anticipate the application window for this opening will close on October 25, 2024. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws.

Don't miss this chance to grow with a company that values its people as much as the communities it serves. Apply now and take the first step toward a fulfilling career with arenaflex!