Remote Per Diem Bilingual Customer Service Associate – Health Plan Call Center Support Specialist (Florida Residents, Work From Home)

Join arenaflex: Where Compassion Meets Excellence in Healthcare Customer Service

Are you a dedicated customer service professional with a passion for helping others navigate the complex world of healthcare? arenaflex is seeking a motivated, bilingual Remote Per Diem Customer Service Associate to join our dynamic Health Plan Call Center team. If you reside in the sunshine state of Florida and thrive in a fast-paced, member-focused environment, this is your opportunity to make a meaningful difference in the lives of our members—all from the comfort of your home.

At arenaflex, we believe that exceptional customer service is the cornerstone of quality healthcare delivery. Our Health Plans division is committed to providing No Harm, outstanding Customer Experience, and prudent Stewardship in every interaction. As a valued member of our remote team, you will serve as a vital liaison between our members and the comprehensive benefits they rely on. Whether you are assisting a new member understanding their prescription drug coverage, guiding a long-term customer through a claims process, or connecting prospective members with our licensed sales agents, your role directly contributes to healthier communities and stronger customer relationships.

This is more than a job—it is a chance to be part of a purpose-driven organization that values professional growth, teamwork, and the well-being of both our members and our employees. Read on to learn how you can build a rewarding career with arenaflex.

About the Role: Your Impact at arenaflex

As a Per Diem Remote Customer Service Associate at arenaflex, you will be fully engaged in delivering unparalleled service to our Health Plan members. Your success will be measured by your sincere desire to serve, your ability to communicate effectively, your resourcefulness in problem-solving, and your capacity to manage time efficiently—all while working collaboratively within a supportive team environment. This role is ideal for customer service professionals who excel at multitasking, enjoy helping people, and want the flexibility of remote work combined with the structure of per diem scheduling.

Primary Accountabilities and Key Responsibilities

Quality and No Harm

• Properly identify and elevate concerns that affect customers or impact arenaflex Health Plans' ability to serve them.
• Provide accurate, professional, and courteous service to all customers, strictly adhering to departmental policies and procedures.
• Attend and actively participate in staff training sessions, employee surveys, and department meetings to continuously improve service quality.
• Maintain strict confidentiality at all times, following all departmental and organizational guidelines regarding member privacy and data security.
• Contribute meaningfully toward meeting departmental performance goals, including average speed of answer, service level, and abandonment rate metrics.

Customer Experience Excellence

• Respond promptly and thoroughly to customer inquiries by researching, understanding, and documenting plan information across a wide range of topics, including:
  • Covered benefits and exclusions, including comprehensive prescription drug coverage details
  • Eligibility, enrollment, and disenrollment procedures and requirements
  • Participating provider networks and how to locate in-network care
  • Claims payment processes, status updates, and dispute resolution
  • Authorization processes for treatments, procedures, and referrals
  • Premium billing inquiries, payment options, and account management
  • General plan guidelines, plan documents, and member resources
• Assist arenaflex Health Plans customers in a caring, knowledgeable, and professional manner, representing the organization as a skilled healthcare service professional at all times.
• Handle incoming sales inquiries from prospective customers by answering basic questions and seamlessly referring interested individuals to a licensed sales agent for closure.
• Provide timely and efficient assistance to walk-in members who contact the call center, ensuring every interaction is handled with care and urgency.

Stewardship and Operational Excellence

• Meet and exceed individual Call Center performance standards as determined by arenaflex management.
• Properly identify and escalate any concerns that may affect customers or compromise arenaflex Health Plans' ability to deliver exceptional service.
• Participate actively in special projects, pilot programs, and initiatives as requested or approved by management.
• Demonstrate a commitment to continuous improvement, operational efficiency, and the responsible use of organizational resources.

Qualifications We Are Looking For

Required Qualifications

• Education: A High School diploma, G.E.D., or equivalent experience is required. Some college coursework is preferred.
• Experience: A minimum of one year of related work experience in a call center OR customer service environment interacting directly with customers.
• Schedule Flexibility: Must be able to work the designated shift, including evenings, weekends, or holidays, and be available for overtime as needed.
• Multitasking Ability: Must be able to talk and type simultaneously while communicating effectively and navigating multiple systems.
• Technical Proficiency: Must be able to navigate efficiently through multiple screens and computer applications while reviewing complex benefit information.
• Typing Speed: Ability to accurately type a minimum of 45 words per minute while actively speaking with a customer on the phone.
• Computer Skills: Intermediate to advanced computer skills, including proficiency in Microsoft Office Applications (Word, Excel, Outlook, Teams).
• Bilingual Proficiency (Required for Bilingual Positions): Candidates must be able to speak, read, write, and comprehend both Spanish and English fluently.
• Certification: Bilingual candidates must successfully pass the Bi-lingual/Medical Interpretation test provided by ATLA at arenaflex CFL.

Preferred Qualifications

• Previous experience in a healthcare, insurance, or health plan call center environment.
• Familiarity with medical terminology, insurance processes, and healthcare delivery systems.
• Demonstrated success in meeting or exceeding performance metrics in a customer service role.
• Experience working remotely in a structured, metrics-driven environment.

Physical and Mental Demands

Physical Requirements

• Ability to sit and view a computer screen for several hours at a time while maintaining focus and accuracy.
• Capacity to work effectively in a fast-paced and often stressful environment with shifting priorities.

Mental and Cognitive Requirements

• Excellent verbal, interpersonal, and written communication skills.
• Superior customer service telephone skills, including active listening, empathy, and effective questioning techniques.
• Basic math, analytical, and problem-solving skills to interpret benefit information and resolve inquiries.
• Ability to think critically to define issues, identify potential risks, and propose favorable outcomes for members.
• Maintaining a high level of motivation, initiative, and personal accountability throughout each shift.
• Strong organization, prioritization, and time management capabilities.
• Ability to interact professionally and work effectively as part of a team with employees and management at all levels.
• Comfort handling multiple tasks and competing priorities, often within limited time frames.
• Demonstrated ability to work in a team environment, illustrating cooperation, mutual respect, and shared success.
• Excellent attendance history and flexibility to work a variable schedule based on business needs.
• Strong knowledge of customer care processes, techniques, and best practices.

Why Choose arenaflex? Career Growth, Culture, and Benefits

At arenaflex, we recognize that our employees are our greatest asset. We are committed to fostering a supportive, inclusive, and engaging work environment where every team member can thrive personally and professionally. When you join arenaflex, you become part of a community dedicated to transforming healthcare customer service and making a tangible impact on the lives of our members.

Professional Development Opportunities

arenaflex invests in your growth. As a Per Diem Customer Service Associate, you will have access to comprehensive training programs, ongoing coaching, and opportunities to expand your skills in healthcare customer service, medical interpretation, claims processing, and member relations. Many of our team members have advanced into roles such as Team Lead, Quality Analyst, Training Specialist, and Licensed Sales Agent within arenaflex. We believe in promoting from within and providing the resources necessary for our employees to build long-term, fulfilling careers.

Work Environment and Culture

Our remote work model is designed to empower you to do your best work from the comfort and convenience of your Florida home. We cultivate a culture built on respect, collaboration, accountability, and a shared commitment to our mission. Team members at arenaflex enjoy a supportive virtual work environment with regular check-ins, team-building activities, and open communication channels with leadership. Diversity and inclusion are foundational to who we are—we celebrate the unique perspectives and backgrounds that each team member brings to our organization.

Compensation, Perks, and Benefits

arenaflex offers competitive per diem compensation that reflects your skills, experience, and contributions. While specific benefits for per diem roles may vary, our team members typically enjoy:

• Competitive hourly pay rates with opportunities for shift differentials
• Flexible scheduling that allows you to balance work with personal commitments
• Comprehensive paid training and ongoing professional development
• Access to employee assistance programs and wellness resources
• A collaborative remote work environment with the tools and technology needed to succeed
• Employee discounts and perks available through arenaflex partner programs
• The opportunity to make a real difference in the lives of healthcare consumers across Florida

Take the Next Step in Your Career with arenaflex

If you are a service-oriented professional with a passion for healthcare, a knack for problem-solving, and the ability to thrive in a remote, fast-paced environment, arenaflex wants to hear from you. This is your chance to join a purpose-driven organization that values your contributions, supports your growth, and empowers you to make a meaningful impact every single day.

Do not miss this opportunity to advance your customer service career with one of the most respected names in healthcare. Apply today and discover why so many talented professionals have chosen arenaflex as their employer of choice. We look forward to welcoming you to our team!