Government Programs Customer Service Representative – Remote, Medicare & Medicaid Support Specialist at arenaflex

About arenaflex – Pioneering Oral Health and Community Wellness

arenaflex is a national leader in dental benefit administration, dedicated to improving oral health across the United States. With a legacy spanning more than six decades, arenaflex partners with employers, insurers, and government programs to deliver comprehensive dental coverage that supports healthier, smarter, and more vibrant communities. Our All In culture means every employee is empowered to take charge of their career, collaborate with colleagues, and give back to the communities we serve. As a remote‑first organization, arenaflex offers flexible work arrangements, cutting‑edge technology, and a supportive environment where innovation and diverse perspectives thrive.

Position Overview

arenaflex is seeking enthusiastic, detail‑oriented individuals to join our growing team of Government Programs Customer Service Representatives. In this fully remote role, you will be the primary point of contact for members, providers, and government agencies regarding Medicare, Medicaid, and other public‑sector dental benefit programs. Your mission is to deliver accurate, courteous, and timely assistance while upholding regulatory compliance and the high‑quality service standards that define arenaflex.

Key Responsibilities

• Member & Provider Communication: Respond promptly to inbound inquiries via telephone, email, fax, and U.S. mail, ensuring professional etiquette, correct grammar, and clear articulation of eligibility, benefits, claim status, and payment information.
• Issue Resolution: Identify the root cause of each call, provide appropriate resolutions, and guide callers through grievance and appeals processes in accordance with federal regulations and client contracts.
• Documentation & Data Integrity: Accurately capture all interaction details in the Customer Relationship Management (CRM) system, including call notes, follow‑up actions, and any adjustments made to claims.
• Regulatory Compliance: Maintain a thorough understanding of Medicare, Medicaid, and other government program requirements; ensure all communications and actions comply with applicable statutes, regulations, and arenaflex policies.
• Performance Metrics: Meet or exceed established call‑center metrics such as average handle time, first‑call resolution, quality scores, and adherence to schedule.
• Claims Processing Support: Enter, review, and adjust claims as needed, collaborating with the claims adjudication team to resolve discrepancies quickly.
• Continuous Improvement: Participate in ongoing training, simulations, and quality‑assurance reviews to sharpen skills and contribute ideas that enhance the customer experience.

Essential Qualifications

• High school diploma or equivalent; an associate’s degree in business administration or a related field is preferred.
• Minimum of two years’ experience in a customer‑service role within a business environment that required the use of software applications, ideally in a call‑center supporting Medicare and/or Medicaid enrollees.
• Demonstrated proficiency with personal computers and Windows‑based software; ability to quickly learn new systems and tools.
• Successful completion of arenaflex’s customer‑service simulation assessment (minimum score of 62/100) and multitasking/call‑logging assessment (minimum score of 65/100). Candidates who have previously passed these assessments at arenaflex or who have held a Customer Service Trainee, Advisor, or Associate role are exempt.
• Strong written communication skills, evidenced by a minimum score of 62/100 on the email composition assessment.
• Ability to work a flexible eight‑hour schedule, with start times as early as 7:55 a.m. and end times as late as 11:00 p.m., Monday through Friday.
• Commitment to delivering service that meets or exceeds quality standards and regulatory requirements.

Preferred Qualifications & Additional Skills

• Experience with dental benefit plans, health‑care insurance, or other government‑funded programs.
• Knowledge of HIPAA, ACA, and other health‑care privacy regulations.
• Certification in customer‑service excellence (e.g., Certified Customer Service Professional).
• Proficiency with CRM platforms such as Salesforce, Zendesk, or custom arenaflex solutions.
• Exceptional problem‑solving abilities, with a track record of turning complex issues into clear, actionable outcomes.
• Strong interpersonal skills that foster trust and rapport with diverse callers, including seniors, providers, and government officials.

Core Competencies for Success

• Communication Excellence: Clear, empathetic, and concise verbal and written communication.
• Attention to Detail: Precise documentation and accurate data entry to avoid costly errors.
• Time Management: Ability to juggle multiple tasks, prioritize calls, and meet deadlines without sacrificing quality.
• Regulatory Acumen: Understanding of the legal framework governing government dental programs.
• Team Collaboration: Working effectively with claims, underwriting, and IT teams to resolve issues.
• Adaptability: Comfort with a fast‑changing environment and evolving technology platforms.

Career Growth & Development at arenaflex

arenaflex invests heavily in employee development. As a Government Programs Customer Service Representative, you will have access to:

• Structured onboarding and mentorship programs that pair you with seasoned professionals.
• Continuous learning opportunities, including webinars, certifications, and tuition reimbursement for relevant coursework.
• Clear career pathways toward senior support roles, team lead positions, training specialist, or claims adjudication management.
• Cross‑functional exposure to underwriting, compliance, and product development, allowing you to broaden your expertise.

Compensation, Benefits, and Perks

arenaflex offers a competitive total rewards package designed to support your health, financial security, and personal well‑being:

• Base Salary: Market‑aligned compensation with annual performance‑based incentives.
• Health & Wellness: Comprehensive medical, dental, and vision coverage; short‑ and long‑term disability; life insurance; and access to an on‑staff health coach and personal trainer.
• Retirement Planning: 401(k) plan with company match and flexible spending accounts.
• Work‑Life Balance: Fully remote work environment, flexible scheduling, and eight hours of paid volunteer time each year.
• Learning & Development: Tuition reimbursement, educational assistance, and regular virtual lunch‑time workouts.
• Recognition Programs: Employee appreciation events, peer‑to‑peer recognition, and annual awards for outstanding service.

Our Inclusive Culture

arenaflex is proud to be an Equal Opportunity Employer. We celebrate diverse thought, encourage innovation, and empower every employee to bring their authentic self to work. Our inclusive policies protect individuals of all backgrounds, including race, color, religion, gender, gender identity, sexual orientation, age, national origin, disability, veteran status, and any other characteristic protected by law.

Our All In mindset means we support each other’s growth, champion community involvement, and strive for excellence in everything we do. Whether you’re joining a collaborative virtual team, participating in a community health initiative, or engaging in a wellness challenge, you’ll find a supportive environment that values your contributions.

How to Apply

If you are passionate about delivering exceptional service to government program participants, thrive in a remote setting, and want to be part of a purpose‑driven organization, we invite you to apply today. Click the link below to submit your application and start your journey with arenaflex.

Apply Job!

Join arenaflex – Make a Difference Every Day

At arenaflex, your work directly impacts the oral health and overall well‑being of millions of individuals across the nation. By providing clear, compassionate, and compliant support to Medicare and Medicaid beneficiaries, you help bridge the gap between health care access and community vitality. Join a team that values your expertise, invests in your future, and celebrates your successes. We look forward to welcoming you to the arenaflex family.