Welcome to arenaflex – Transforming Health Care Through Community Connection
At arenaflex, we are more than a health plan; we are a vibrant, purpose‑driven community dedicated to helping members lead healthier, more fulfilling lives. Our mission is rooted in accessibility, compassion, and evidence‑based care that reaches every corner of Michigan, Indiana, and beyond. As a leader in the Medicare market, arenaflex partners with state agencies and the Centers for Medicare & Medicaid Services to deliver innovative programs such as the Hoosier Healthwise and the Healthy Indiana Plan. By joining our team, you become an integral part of a culture that celebrates high performance, continuous learning, and the relentless pursuit of member‑centered excellence.
Why Choose arenaflex?
Working at arenaflex means stepping into an environment where every employee is viewed as a leader. You’ll collaborate with multidisciplinary teams, influence strategic initiatives, and directly impact the health outcomes of thousands of members. Our remote‑first policy empowers you to work from anywhere while staying deeply connected to the communities we serve. We invest heavily in professional development, provide competitive compensation, and offer a comprehensive benefits package designed to support your physical, mental, and financial well‑being.
Position Overview – Medicare Outreach Customer Service Representative
The Medicare Outreach Customer Service Representative role is a critical liaison between arenaflex, our members, providers, and community partners. You will champion our Medicare Stars Program, educate diverse populations about plan benefits, and collect actionable data that drives quality improvement. This fully remote position reports to the Customer Service Manager and works closely with the Quality Improvement and Provider Relations teams.
Key Responsibilities
- Deliver clear, empathetic explanations of arenaflex’s Medicare products and programs to members across diverse cultural and socioeconomic backgrounds.
- Develop and execute outreach strategies that increase enrollment, retention, and member satisfaction within targeted ZIP codes.
- Establish and nurture relationships with community organizations, senior centers, faith‑based groups, and local health agencies to promote healthy lifestyle initiatives.
- Track and analyze HEDIS and Medicare Stars metrics, identifying trends and recommending corrective actions to improve quality scores.
- Respond promptly to member inquiries via phone, email, chat, and SMS, ensuring compliance with arenaflex’s service level agreements.
- Coordinate with provider networks to resolve claims questions, verify coverage, and educate providers on coding standards (CPT‑4, HCPCS, DRGs, revenue codes).
- Document all interactions in arenaflex’s CRM system with precision, maintaining data integrity for reporting and audit purposes.
- Participate in virtual training sessions, webinars, and community events to stay current on regulatory changes and product updates.
- Support the development of culturally relevant educational materials, including brochures, online tutorials, and social media content.
- Collaborate with the Quality Improvement team to pilot new outreach models, measure outcomes, and scale successful initiatives.
Essential Qualifications (Required)
- High School Diploma or GED equivalent; additional education is a strong plus.
- Minimum of two (2) years of experience in a customer‑service or member‑facing role, preferably within the health‑care sector.
- Proven ability to communicate complex information in an accessible, patient‑centered manner.
- Demonstrated proficiency with Microsoft Office Suite, Google Workspace, and CRM platforms.
- Strong organizational skills with the capacity to manage multiple outreach projects simultaneously.
- Reliable high‑speed internet connection, a dedicated home office space, and a quiet environment for confidential conversations.
- Eligibility to work in the United States without sponsorship.
Preferred Qualifications (Nice‑to‑Have)
- Associate’s degree in health‑care administration, public health, communications, marketing, or a related field.
- At least one (1) year of experience in community‑focused outreach, health education, or public health advocacy.
- Hands‑on experience with NCQA HEDIS measurement tools and Medicare Star Rating methodologies.
- In‑depth knowledge of claims administration, including familiarity with CPT‑4, HCPCS, revenue codes, and DRG classifications.
- Bilingual or multilingual abilities, especially in Spanish, Arabic, or other languages prevalent in the service area.
- Experience using data visualization software (e.g., Tableau, Power BI) to present quality metrics to stakeholders.
Core Skills & Competencies for Success
- Empathy & Active Listening: Ability to understand members’ concerns and respond with genuine compassion.
- Analytical Thinking: Skilled at interpreting quality data, spotting trends, and translating insights into actionable outreach plans.
- Communication Excellence: Strong verbal and written skills, with the capacity to tailor messaging to varied audiences.
- Problem‑Solving: Proactive in identifying barriers to care and devising creative solutions that align with arenaflex’s policies.
- Tech‑Savvy: Comfortable navigating virtual meeting platforms, digital outreach tools, and electronic health record (EHR) integrations.
- Team Collaboration: Works effectively across functional teams, sharing knowledge and supporting collective goals.
- Regulatory Awareness: Understanding of HIPAA, Medicare regulations, and state‑specific health‑care statutes.
Performance Metrics & Success Indicators
- Improvement in Medicare Stars ratings for primary care and preventive services.
- Increase in member enrollment and renewal rates within targeted outreach zones.
- Member satisfaction scores (CSAT/NPS) exceeding departmental benchmarks.
- Timely resolution of provider inquiries and claims issues with a first‑call resolution rate of 85% or higher.
- Successful execution of at least three community outreach events per quarter, with measurable attendance and follow‑up engagement.
Career Growth & Learning Opportunities at arenaflex
arenaflex is committed to helping you build a long‑term, rewarding career. As you master the Medicare Outreach role, you can advance to Senior Outreach Specialist, Quality Improvement Analyst, or Management positions within the Customer Service or Population Health divisions. We sponsor certifications such as Certified Professional in Healthcare Quality (CPHQ) and provide tuition reimbursement for relevant coursework. Our internal mentorship program pairs you with seasoned leaders who guide your professional development and help you navigate the evolving health‑care landscape.
Work Environment & Culture
Being fully remote does not mean you are isolated. arenaflex fosters a collaborative virtual community through weekly “Coffee Chat” video rooms, quarterly virtual town halls, and an employee resource network focused on diversity, equity, and inclusion. We celebrate achievements through a digital recognition platform, and we encourage work‑life balance through flexible scheduling, generous paid time off, and wellness stipends. Our culture is built on three pillars:
- Innovation: We empower employees to experiment with new outreach technologies and share best practices.
- Integrity: Every interaction reflects our commitment to ethical, transparent, and member‑first service.
- Community: We actively give back through volunteer initiatives, health fairs, and partnerships with local nonprofits.
Compensation, Perks & Benefits
arenaflex offers a competitive base salary commensurate with experience, along with a performance‑based bonus tied to Medicare Stars improvements and member satisfaction metrics. Full‑time employees enjoy a comprehensive benefits suite, including:
- Medical, dental, and vision coverage with low employee contributions.
- Health Savings Account (HSA) with employer match.
- 401(k) plan with up to 5% company match.
- Paid parental leave, sick leave, and unlimited vacation policy (subject to manager approval).
- Professional development budget for courses, conferences, and certifications.
- Remote work allowance for office supplies and high‑speed internet.
- Employee Assistance Program (EAP) offering counseling and legal resources.
- Wellness incentives such as virtual gym memberships, meditation apps, and nutrition coaching.
How to Apply
If you are passionate about making a tangible difference in the lives of Medicare beneficiaries and thrive in a dynamic, remote environment, we want to hear from you. To submit your application, click the link below, upload your resume and a compelling cover letter that highlights your outreach experience, and complete the brief pre‑screen questionnaire.
Apply Now
Join arenaflex – Be the Voice That Guides Healthier Futures
At arenaflex, every conversation is an opportunity to empower a member, strengthen a community, and elevate the quality of care across the nation. By becoming our next Medicare Outreach Customer Service Representative, you will not only advance your career but also play a pivotal role in shaping the health landscape for countless individuals. Take the next step toward a purposeful, rewarding career—apply today and help us build a healthier tomorrow.
Apply Now