**Remote Customer Advocate Phone Specialist - Health Insurance Inbound Support Specialist**

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About arenaflex

Welcome to arenaflex, a leading not-for-profit health insurance company deeply rooted in Arizona's communities. Since our founding in 1939, we have been committed to inspiring health and making it easy for Arizonans to access quality healthcare coverage. With headquarters in Phoenix and additional offices in Tucson, Chandler, and Flagstaff, we proudly serve more than 1.9 million members across the state. Our mission goes beyond providing insurance—we strive to be a trusted partner in every member's health journey, delivering innovative products, exceptional service, and the resources needed to make informed health decisions.

At arenaflex, we believe that our greatest asset is our people. Our dedicated team of more than 2,500 employees works tirelessly to transform the healthcare experience for individuals, families, and businesses of all sizes. We offer a comprehensive range of health insurance plans, including options for individuals, families, small and large businesses, as well as Medicare supplement plans for seniors. Our commitment to diversity, inclusion, and community engagement has made us a trusted name in Arizona's healthcare landscape for over eight decades.

We are proud to introduce our innovative Workability initiative—a forward-thinking workforce strategy that defines where and how our employees do their jobs. Whether you thrive in a fully remote environment, prefer the collaboration of an office setting, or desire a hybrid approach, arenaflex supports your unique work style. This position is fully remote, allowing you to work from the comfort of your home within the state of Arizona while making a meaningful impact on the lives of our members.

Position Overview

arenaflex is currently seeking a dedicated and enthusiastic Customer Advocate Phone Specialist to join our dynamic team in a fully remote capacity. This is an inbound phone support role focused on delivering exceptional customer service to members seeking assistance with their health insurance needs. As a Customer Advocate, you will be the frontline representative of arenaflex, handling a high volume of incoming calls and correspondence with professionalism, empathy, and expertise.

This position offers an exciting opportunity to grow your career in the healthcare industry while developing valuable skills in customer relations, problem-solving, and compliance. You will receive comprehensive training and ongoing support to ensure your success in this role. If you are passionate about helping others, thrive in a fast-paced environment, and possess strong communication skills, we encourage you to apply for this rewarding position.

Compensation and Schedule

At arenaflex, we value our employees and offer competitive compensation packages designed to recognize your hard work and dedication. The starting hourly rate for this position is $18.00, with ample opportunities to increase your earnings through performance and quality-based incentives and bonuses. Additionally, we offer a $1,000 Onboarding Bonus—$500 after three months and an additional $500 after six months of employment.

For bilingual candidates who speak Spanish proficiently, arenaflex provides an additional $1 per hour Bilingual Premium, recognizing the importance of serving our diverse member population in their preferred language.

Work Schedule:

• Monday through Friday, between 6:00 AM and 6:00 PM


• Full-time position with consistent hours


• 9+ weeks of instructor-led, paid virtual training to prepare you for success

Key Responsibilities

As a Customer Advocate Phone Specialist at arenaflex, you will play a critical role in ensuring member satisfaction and maintaining our reputation for excellence. Your primary responsibilities include:

• Customer Care: Identify, research, process, resolve, and respond to member inquiries and correspondence via telephone, written communication, and occasionally in person. You will be the first point of contact for members seeking assistance, and your ability to listen actively and respond empathetically will be essential to their experience.


• Member Advocacy: Explain a variety of information concerning arenaflex services, including contract benefits, changes in coverage, eligibility requirements, claims processing, arenaflex programs, provider networks, and more. You will serve as a trusted resource, empowering members to understand and maximize their health benefits.


• High Volume Call Handling: Answer 40 or more inbound calls per day, addressing diverse and complex health insurance-related inquiries. You will manage a fast-paced environment while maintaining accuracy and attention to detail.


• Documentation and Record-Keeping: Document and record facts regarding inquiries and correspondence by updating member files and systems. Precise documentation is crucial for continuity of care and compliance with regulatory standards.


• Quality Assurance: Meet quality, quantity, and timeliness standards to achieve individual and department performance goals as defined within departmental guidelines. You will continuously strive for excellence in every interaction.


• System Proficiency: Demonstrate and maintain current working knowledge of arenaflex systems, procedures, forms, and manuals. Ongoing training will be provided to keep you updated on any changes or enhancements.


• Additional Duties: Perform all other duties as assigned, contributing to the overall success of the team and organization.

Qualifications and Requirements

Essential Qualifications:

• High School diploma or equivalent (required)
• Minimum of 1 year of external Customer Service Experience—preferably in a call center, healthcare, or insurance environment
• Intermediate skill in the use of office equipment, including copiers, fax machines, scanners, and telephones
• Strong attention to detail and the ability to maintain confidentiality and privacy at all times
• Ability to navigate multiple computer systems and software programs efficiently
• Excellent verbal and written communication skills
• Strong problem-solving abilities and the capacity to handle challenging situations with professionalism and empathy

Preferred Qualifications:

• Bilingual proficiency in Spanish (additional $1/hour premium)
• Experience in the health insurance industry
• Knowledge of Medicare or Medicaid programs
• Familiarity with customer relationship management (CRM) software
• Previous experience in a high-volume call center environment

Skills and Competencies

To excel in this role, you should possess the following skills and competencies:

• Communication Skills: Clear, articulate, and empathetic communication is essential. You must be able to explain complex information in a way that is easy for members to understand.


• Active Listening: The ability to listen attentively and understand the member's needs before responding is crucial for providing effective solutions.


• Problem-Solving: You will encounter a wide range of inquiries, from simple questions to complex issues. Strong analytical skills and creativity in finding solutions are key.


• Time Management: With 40+ calls per day, efficient time management and the ability to prioritize tasks are essential for meeting performance goals.


• Technical Proficiency: Comfort with learning and navigating multiple software systems and applications quickly.


• Adaptability: The healthcare industry is constantly evolving. You must be open to change, ongoing learning, and embracing new processes and technologies.


• Teamwork: Collaboration with colleagues and departments to ensure seamless member experiences.

Benefits and Perks

arenaflex is committed to supporting our employees' well-being, professional growth, and work-life balance. We offer a comprehensive benefits package that includes:

• Paid Time Off: Up to 16 days of PTO annually, giving you time to rest and recharge.


• Paid Holidays: 11 paid holidays per year to celebrate with family and friends.


• Community Engagement: 8 hours of paid volunteer time to give back to our Arizona communities.


• Annual Bonus: Up to 12% annual bonus based on corporate goals and individual performance.


• Health Coverage: Comprehensive Medical, Dental, and Vision coverage for you and your family.


• Retirement Savings: 401(k) plan with up to 5% dollar-for-dollar match to help you build a secure future.


• Professional Development: Tuition reimbursement to support your ongoing education and career advancement.


• Wellness Programs: Gym reimbursement, wellness initiatives, and incentive bonuses to promote a healthy lifestyle.


• Employee Discounts: Access to exclusive discounts on various products and services.

Training and Career Growth

We invest in our employees' success from day one. As a new Customer Advocate, you will participate in 9+ weeks of instructor-led, paid virtual training that will equip you with the knowledge and skills needed to excel in your role. This comprehensive training covers:

• Health insurance fundamentals and industry terminology


• arenaflex products, services, and provider networks


• Compliance and privacy regulations


• Customer service best practices and de-escalation techniques


• Company systems, tools, and software navigation

At arenaflex, we believe in fostering internal talent and providing pathways for career advancement. As you gain experience and demonstrate proficiency, you will have opportunities to explore specialized roles, leadership positions, or cross-functional opportunities within the organization. We are committed to helping you build a long, fulfilling career in the healthcare industry.

Work Environment and Culture

As a fully remote employee, you will enjoy the flexibility of working from home while remaining connected to our team and organization. arenaflex provides the tools, technology, and support you need to succeed in a remote environment, including:

• Company-provided equipment (laptop, headset, etc.)


• Access to virtual collaboration tools and platforms


• Regular team meetings and one-on-one check-ins with your manager


• Online training resources and professional development opportunities


• Employee assistance program (EAP) for personal and professional support

Our culture is built on integrity, inclusivity, and a commitment to excellence. We celebrate diversity and believe that different perspectives make us stronger. arenaflex is an equal opportunity employer, and we do not discriminate based on race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other protected group.

Join Our Mission

Imagine doing life-changing work while helping more than one million Arizonans live healthier, fuller lives. That's the kind of satisfaction you'll find when you work at arenaflex. Our exceptional teams have been transforming healthcare for more than 80 years, and we continue to innovate and inspire.

If you are ready to make a meaningful impact, grow your career, and be part of a supportive team, we encourage you to apply today. We look forward to welcoming you to the arenaflex family!

To apply for this position, please click the application link below. A new window will open and direct you to apply through our corporate careers page. We look forward to hearing from you!