Healthcare Customer Advisor (Special Needs) - National Remote

Join arenaflex as a Special Needs Family Advocate

Are you passionate about making a meaningful difference in the lives of families navigating the complexities of special needs care? Do you thrive in an environment where compassion meets problem-solving, and where your dedication can impact millions of families across the nation? If so, arenaflex invites you to embark on a rewarding career journey as a Special Needs Family Advocate within our Family Engagement Center.

At arenaflex, we are fundamentally transforming the healthcare experience. We are simplifying the health care system, creating healthier communities, and removing barriers to quality care. The work you do with us will impact the lives of millions of people for the better. Come build the health care system of tomorrow—making it more responsive, affordable, and equitable. Ready to make a difference? Join us and start doing your life's best work.

About the Role

Our highly skilled team of Family Advocates at arenaflex is dedicated to serving and managing special needs for our members and their family members. When you join our team as a Special Needs Family Advocate, you will have the extraordinary opportunity to deliver compassionate support to family members who need an ally during some of their most challenging moments.

Family Advocates are empowered to fast-track resolutions and serve as ongoing resources, providing guidance and connecting families with valuable community resources during key transition times throughout their journey. The issues you will help resolve include complex benefits navigation, claim and billing issues, prior authorizations, appeals, and so much more. This role is not just a job—it's a calling to serve those who need it most.

This position is a full-time opportunity (40 hours/week) Monday through Friday, operating from 9:45 AM to 6:15 PM CST within our Family Engagement Center. While this role is primarily remote/telecommuting, it may be necessary, given business needs, to work occasional overtime to ensure our families receive the support they deserve.

What You'll Do

As a Special Needs Family Advocate at arenaflex, your primary responsibility is to provide holistic family support to members who may have special needs themselves or may be caring for children or family members with special needs. You will own end-to-end resolution of issues, ensuring that each family receives comprehensive and continuous support throughout their healthcare journey.

Key Responsibilities:

• Comprehensive Family Support: Provide holistic support to families navigating special needs challenges, owning end-to-end resolution of issues from initial contact through successful outcomes.
• Ongoing Point of Contact: Serve as a consistent, reliable point of contact for members primarily via phone, while also utilizing email, chat, and text to deliver compassionate support and create memorable, positive experiences.
• Relationship Building: Create and maintain ongoing relationships with members, teammates, and healthcare partners to foster trust and ensure continuity of care.
• Independent Decision-Making: Make decisions independently and solve problems creatively and completely using sound judgment and critical thinking, even in ambiguous situations.
• Commitment Follow-Through: Consistently follow through on commitments and frame realistic expectations for members, ensuring transparency throughout the support process.
• Effective Time Management: Plan, prioritize, organize, and complete work to meet established objectives while managing project time to ensure follow-up and outreach work is completed in a timely manner.
• Diverse Family Support: Serve families with a range of low, moderate, and high needs as determined by clinical requirements, financial impacts, and level of escalation.
• Proactive Outreach: Conduct outreach calls to initiate contact with members referred by executives and partners, establishing connections before families reach crisis points.
• Documentation Accuracy: Maintain accurate family counts and detailed documentation on our platform, ensuring continuity of care and proper record-keeping.
• Team Collaboration: Focus on teamwork and foster a strong team environment through mentoring, acting as a resource for colleagues, and contributing to a positive workplace culture.
• Anticipate Needs: Anticipate member needs and proactively seek out external and internal resources or partners where appropriate to add unexpected value for members.
• Appropriate Referrals: Determine appropriate referrals to other programs and services as needed, with or without technology guidance.
• Quality Assurance: Maintain responsibility for providing high-quality member experiences as reflected in post-contact surveys and member feedback.

What We're Looking For

To succeed as a Special Needs Service Advocate at arenaflex, ideal candidates will possess:

Essential Qualities:

• Passion for Service: A genuine passion for helping individuals and families of children with special needs, coupled with a deep commitment to making a positive impact.
• Empathy and Compassion: Strong empathy, compassion, and exceptional listening skills that allow you to connect authentically with families in distress.
• Proactive Problem-Solving: The aptitude to be proactive, organized, resourceful, and relentless with solving issues and providing support—you must be able to think outside the box.
• Critical Thinking: Strong critical thinking and problem-solving skills, with the ability to prioritize time efficiently and manage multiple competing priorities.
• Self-Motivation: Self-starter abilities and the ability to thrive in ambiguity without established processes, demonstrating resilience and adaptability.
• Process Improvement: A genuine motivation to improve processes and enhance the family experience continuously.
• Communication Skills: Strong written and verbal communication skills with the ability to understand various special needs conditions, recognize their impact on families, and tailor approaches to unique individuals.
• De-escalation Expertise: Highly skilled at de-escalation techniques, able to move conversations toward building trust and diffusing member distress.
• Complex Situation Management: The ability to manage complex situations, diffuse member distress, and translate complex benefit terminology and processes into common language members can understand and act upon.
• Team Player: The ability to work well within a collaborative team environment while also functioning independently when required.
• Member-Centric Focus: A strong focus on putting member needs at the center of all decisions and a drive to add value by delivering more than customers expect.
• Adaptability: Agility and flexibility to excel in a very fast-paced work environment with constant learning and change.
• Quick Assessment: The ability to step in with new members, quickly review history, and confidently speak to member needs with competence and care.
• Energy and Resilience: Energy for what needs to be done and the determination to overcome challenges while maintaining a positive attitude.
• Coachable Mindset: A coachable mindset focused on professional development, able to implement constructive feedback and coaching effectively.
• High Emotional Intelligence: High emotional intelligence that allows you to separate yourself from complaints and escalated members, focusing on delivering thoughtful, compassionate care and resolving issues.

Required Qualifications:

• High School Diploma / GED OR equivalent work experience


• At least 1 year of experience helping, resolving, or advocating on behalf of members or customers


• Experience using a computer and Microsoft Office, including Microsoft Word (create correspondence and work within templates), Microsoft Excel (ability to sort, filter, and create simple spreadsheets), and Microsoft Outlook (email and calendar management)


• Ability to work 40 hours per week, Monday through Friday, from 9:45 AM to 6:15 PM CST within our Family Engagement Center


• Must be 18 years of age or older


• Ability to work occasional overtime as needed based on business requirements

Preferred Qualifications:

• 1 year of A4Me experience OR 3 months of Quick Assist experience


• Claims processing experience


• Experience providing care for children with special needs


• Experience within a member-focused healthcare environment


• Experience within a service delivery capacity (examples include, but are not limited to: social services, caregivers, hospitality, social work, sales, non-profit agencies)

Telecommuting Requirements

As a telecommuting role, we require the following from all remote team members:

• Ability to keep all company sensitive documents secure


• Required to have a dedicated work area established that is separated from other living areas and provides information privacy


• Must live in a location that can receive an approved high-speed internet connection or leverage an existing high-speed internet service

Training and Development

We are committed to investing in your success. That’s why we offer 18 weeks of comprehensive paid training. The hours during training will be 8:00 AM - 4:30 PM CST, with a gradual ramp-up to the regular schedule of 9:45 AM - 6:15 PM CST during the final 4 weeks of training. This extensive training period will equip you with the knowledge, skills, and confidence needed to excel in your role and provide exceptional support to the families we serve.

Compensation and Benefits

At arenaflex, we recognize that our team members are our most valuable asset. We are committed to providing competitive compensation and a comprehensive benefits package that supports your well-being and professional growth.

The hourly range for this position is $18.80 - $36.78 per hour, depending on several factors including but not limited to education, work experience, and certifications. In addition to your salary, arenaflex offers benefits such as:

• Comprehensive benefits package including medical, dental, and vision coverage


• Incentive and recognition programs


• Equity stock purchase options


• 401(k) contribution with company matching


• Paid time off and leave programs


• Professional development opportunities


• Employee assistance programs

All benefits are subject to eligibility requirements. No matter where or when you begin a career with arenaflex, you'll find a far-reaching choice of benefits designed to support your holistic well-being.

Career Growth Opportunities

At arenaflex, we believe in investing in our people and providing pathways for career advancement. As you excel in your role as a Special Needs Family Advocate, you will have access to development opportunities that can prepare you for other roles you may be interested in pursuing. Whether you're looking to specialize further in healthcare advocacy, move into leadership positions, or explore other areas of our organization, arenaflex supports your career journey.

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role while providing development for other roles you may be interested in.

Our Culture and Values

At arenaflex, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone—of every race, gender, sexuality, age, location, and income—deserves the opportunity to live their healthiest life.

Today, however, there are still far too many barriers to good health, which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes—an enterprise priority reflected in our mission.

Diversity creates a healthier atmosphere: arenaflex is an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

arenaflex is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

Join Our Mission

If you're ready to make a meaningful difference in the lives of families navigating special needs challenges, we invite you to join the arenaflex team. This is more than a career—it's an opportunity to be part of something bigger than yourself, to touch lives, and to help build a more responsive, affordable, and equitable healthcare system for all.

Apply today and start doing your life's best work. We can't wait to welcome you to the arenaflex family!