Bilingual English/Spanish Customer Service Representative – 24/7 Inbound Call Center – Healthcare Member Support

About arenaflex – Transforming Health Care with Heart

At arenaflex, we believe that health care is most powerful when it is personal, compassionate, and accessible. Our mission—“Bringing our heart to every moment of your health”—drives everything we do, from the technology that powers our platforms to the everyday conversations our team members have with members, providers, and partners. As a leading health‑care solutions provider, arenaflex delivers a blend of insurance expertise, innovative digital tools, and a human‑first approach that makes health care simpler, more affordable, and truly caring.

Our Heart At Work behaviors empower every employee to shape a culture of empathy, accountability, and continuous improvement. Whether you’re answering a call in the middle of the night or guiding a member through a complex benefits question, you are the face of arenaflex and a vital part of a team that is reshaping the health‑care experience for millions of people.

Position Overview

The Bilingual Customer Service Representative (English + Spanish) role is a cornerstone of arenaflex’s 24 × 7 inbound call operation. You will be the first point of contact for members, providers, and plan sponsors, delivering clear, compassionate, and accurate information about health plans, benefits, and resources. This position requires flexibility to work any shift—including nights, weekends, and holidays—to ensure uninterrupted support for our members year‑round.

Key Responsibilities

• Answer inbound calls, emails, and written correspondence from members, providers, and plan sponsors, providing timely resolutions and accurate information.
• Document each interaction in arenaflex’s CRM system, ensuring all contacts are tracked and escalated appropriately.
• Guide members through their specific plan benefits, policies, and procedures, helping them navigate self‑service tools and resources.
• Build an emotional connection by actively listening, demonstrating empathy, and championing each member’s health goals.
• Anticipate unasked questions and proactively share relevant plan details, benefit options, and self‑service tools.
• Apply arenaflex’s customer‑service threshold framework to make financial decisions that resolve member issues efficiently.
• Explain member rights and responsibilities in accordance with contractual agreements and regulatory guidelines.
• Process claim referrals, new claim handoffs, nurse reviews, complaints, grievances, and appeals using the target system.
• Educate providers on self‑service portals, assist with credentialing and re‑credentialing, and respond to litigation document requests.
• Prepare trend reports, compile claim data for audits, and support quality‑improvement initiatives.
• Determine medical necessity, verify coverage provisions, and confirm member eligibility for incoming requests.
• Review member claim histories to track benefit maximums, deductibles, and coinsurance accurately.
• Maintain financial data integrity and generate quality letters and spreadsheets in response to inquiries.

Essential Qualifications

• Fluent in both written and spoken Spanish and English.
• High school diploma or GED equivalent; additional education or certifications in health care, communications, or related fields are a plus.
• Demonstrated ability to work any shift, including overnight, weekend, and holiday schedules.
• Strong interpersonal skills with a genuine desire to help members achieve better health outcomes.

Preferred Qualifications & Skills

• Previous experience in a high‑volume call‑center or retail environment, especially within a transaction‑based setting.
• Ability to multitask, prioritize, and meet production standards while maintaining accuracy.
• Familiarity with basic medical terminology and health‑care plan concepts.
• Excellent oral and written communication abilities; proficiency with Microsoft Word, Outlook, and CRM tools.
• Negotiation, problem‑solving, and analytical skills that enable you to resolve complex issues efficiently.
• Attention to detail, strong organizational habits, and a commitment to continuous learning.
• Technical aptitude for navigating arenaflex’s internal systems, databases, and reporting tools.

Core Competencies for Success

• Empathy & Compassion: Ability to understand and relate to diverse member experiences.
• Communication Excellence: Clear, concise, and culturally sensitive articulation in both languages.
• Decision‑Making: Use of policy frameworks to make sound financial and service decisions.
• Team Collaboration: Working closely with clinical, claims, and compliance teams to deliver seamless support.
• Adaptability: Thrive in a fast‑changing environment and adjust to shifting business needs.
• Data‑Driven Mindset: Ability to interpret claim data, generate reports, and contribute to quality improvement.

Career Growth & Development at arenaflex

arenaflex invests heavily in the professional development of its employees. As a Bilingual Customer Service Representative, you will have access to:

• Structured onboarding and mentorship programs that accelerate your mastery of health‑care products and systems.
• Continuous learning opportunities, including free online courses, certifications, and workshops on medical terminology, compliance, and advanced customer‑service techniques.
• Clear career pathways toward senior support roles, team lead positions, quality assurance, training, or specialized health‑care operations.
• Cross‑functional projects that expose you to product development, analytics, and member experience strategy.
• Regular performance feedback and personalized development plans to help you achieve your career aspirations.

Compensation, Benefits, and Perks

arenaflex offers a competitive hourly wage ranging from $17.00 to $29.88, commensurate with experience, education, and geographic location. In addition to base pay, you will be eligible for a comprehensive benefits package that includes:

• Medical, dental, and vision coverage with multiple plan options.
• Retirement savings through a 401(k) plan with company matching contributions.
• Employee Stock Purchase Plan (ESPP) allowing you to become a shareholder in arenaflex.
• Fully‑paid term life insurance, short‑term and long‑term disability coverage.
• Generous paid time off (PTO), vacation accrual, and paid holidays aligned with state regulations.
• Well‑being programs such as mental‑health resources, fitness discounts, and employee assistance services.
• Education assistance, tuition reimbursement, and access to a library of development courses.
• Discounts at arenaflex‑affiliated retail locations and partner programs.

Work Environment & Culture

Our call‑center environment is built on collaboration, respect, and a shared purpose. You will work alongside a diverse team of professionals who value:

• Open communication and transparent feedback loops.
• Recognition of individual contributions through awards, shout‑outs, and career milestones.
• Flexibility to balance personal commitments with business needs, especially given the 24 × 7 nature of the role.
• Commitment to diversity, equity, and inclusion, ensuring every voice is heard and valued.
• Technology that empowers you to serve members efficiently, including advanced call routing, knowledge bases, and real‑time analytics.

How to Apply

If you are ready to bring your heart, bilingual talent, and dedication to member care to arenaflex, we invite you to submit your application today. Join a purpose‑driven organization where every conversation matters and where you can grow both personally and professionally.

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