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Join arenaflex – Pioneering Senior Care Support
At arenaflex, we are dedicated to delivering peace of mind through better health. As Tennessee’s largest health‑benefit plan provider since 1945, we have built a legacy of compassion, community focus, and innovative solutions for seniors and their families. Our remote‑first culture empowers team members to work from anywhere while staying deeply connected to the people we serve. When you join arenaflex, you become part of a caring network that values integrity, continuous learning, and a commitment to improving the health journey of Medicare‑eligible members across the nation.
Position Overview – Customer Service Trainee
We are searching for enthusiastic, detail‑oriented individuals to become Customer Service Trainees within our Senior Care Customer Service Department. This role is the gateway to a rewarding career supporting Medicare members as they navigate provider selection, billing inquiries, prescription fulfillment, and a broad spectrum of senior‑care needs. You will receive a comprehensive 12‑14‑week training program, blending virtual learning with targeted on‑site experiences, designed to equip you with the knowledge, tools, and confidence to become a trusted member advocate.
Key Responsibilities
- Receive, investigate, and resolve member inquiries with accuracy and empathy across multiple channels (phone, chat, email, and Microsoft Teams).
- Document every interaction thoroughly in arenaflex’s CRM system, ensuring clear, concise, and searchable records.
- Assist members in locating in‑network providers, scheduling appointments, and understanding benefit structures.
- Troubleshoot billing discrepancies, explain explanations of benefits (EOB), and guide members through payment options.
- Facilitate prescription assistance, including prior authorizations, refill requests, and coordination with pharmacy partners.
- Educate callers on self‑service tools and resources to promote first‑contact resolution.
- Maintain a high level of product knowledge related to Medicare Advantage, Prescription Drug Plans, and supplemental coverage.
- Participate actively in ongoing training sessions, performance reviews, and quality‑assurance initiatives.
- Adapt to rotating shift schedules, including early mornings, evenings, and occasional weekends, while adhering to assigned work windows.
- Provide overtime support during peak periods, holidays, and special campaigns, demonstrating flexibility and teamwork.
Essential Qualifications
- High school diploma or equivalent; additional education or certifications in health‑care administration is a plus.
- Minimum of one year of customer‑service experience, preferably within a medical office, pharmacy, or senior‑care environment.
- Demonstrated ability to type and speak simultaneously, delivering clear and concise information while documenting in real time.
- Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) and comfortable navigating web‑based CRM platforms.
- Strong oral and written communication skills, with an emphasis on active listening and empathy.
- Exceptional time‑management and multitasking abilities in a fast‑paced setting.
- Independent decision‑making capacity, balanced with collaborative teamwork when needed.
- Residency within a 50‑mile radius of Chattanooga, TN, or willingness to relocate (arenaflex offers relocation assistance for qualified candidates).
Preferred Qualifications & Attributes
- Experience supporting Medicare‑eligible or senior populations, understanding the unique challenges they face.
- Knowledge of health‑care terminology, insurance plan structures, and provider network concepts.
- Certification in Customer Service Excellence (e.g., HDI, ICRM) or related fields.
- Demonstrated patience, cultural sensitivity, and the ability to de‑escalate challenging situations.
- Comfort with remote work technology, including video conferencing, screen sharing, and virtual collaboration tools.
- Commitment to continuous professional development through webinars, industry webinars, and internal learning modules.
Core Skills & Competencies for Success
- Empathy & Member‑Centric Focus: Ability to put yourself in the member’s shoes, listening deeply to their concerns and responding with compassion.
- Analytical Problem Solving: Quickly identify root causes of issues, propose solutions, and follow through to resolution.
- Effective Communication: Articulate complex health‑care concepts in plain language, ensuring members leave the conversation informed.
- Technological Agility: Navigate multiple software platforms concurrently while maintaining data integrity.
- Adaptability: Thrive in a rotating‑shift environment, adjusting to varying schedules without compromising performance.
- Team Collaboration: Share best practices, mentor peers, and contribute to a culture of continuous improvement.
Learning & Development Pathway
The 12‑14‑week training program is divided into two phases:
- Foundational Phase (Weeks 1‑6): Virtual classroom instruction covering arenaflex’s product portfolio, Medicare regulations, communication best practices, and system navigation. Includes daily role‑plays, knowledge checks, and a mandatory on‑site day to observe live calls and shadow seasoned agents.
- Applied Phase (Weeks 7‑14): Increased on‑site presence for hands‑on practice, live call handling under supervision, and real‑time feedback. Trainees will progressively take ownership of full‑cycle member interactions, culminating in independent call management.
Upon successful completion, trainees transition to a full‑time Customer Service Representative role with a clear career ladder:
- Senior Customer Service Representative
- Team Lead – Senior Care Support
- Operations Supervisor – Medicare Services
- Specialist Positions (e.g., Billing Analyst, Provider Relations Coordinator)
- Management Track – Department Manager, Regional Operations Director
arenaflex invests in continuous education—employees receive access to tuition reimbursement, certification sponsorships, and internal leadership academies.
Compensation, Perks & Benefits
While specific salary ranges will be discussed during the interview process, arenaflex offers a competitive compensation package that includes:
- Base hourly wage with performance‑based incentives.
- Comprehensive health, dental, and vision insurance plans.
- Retirement savings options with company match.
- Generous paid time off, holidays, and sick leave.
- Flexible work arrangements – remote‑first philosophy with hybrid options for on‑site training.
- Employee assistance program (EAP) for mental health, financial counseling, and work‑life balance.
- Wellness initiatives, including virtual fitness classes, nutrition webinars, and mindfulness resources.
- Relocation assistance for qualified candidates moving to the Chattanooga area.
- Recognition programs that celebrate outstanding service and innovation.
Work Environment & Culture at arenaflex
arenaflex cultivates a supportive, inclusive, and forward‑thinking workplace where every voice matters. Core cultural pillars include:
- Community Commitment: Partnering with local senior centers, health fairs, and volunteer initiatives to improve community health outcomes.
- Diversity & Inclusion: A firm‑wide EEO policy that promotes hiring, training, and advancement without regard to race, gender, sexual orientation, disability, veteran status, or any protected characteristic.
- Innovation Mindset: Encouraging employees to propose process improvements, leverage data analytics, and pilot new member‑engagement tools.
- Learning Culture: Regular “lunch‑and‑learn” sessions, mentorship programs, and internal knowledge‑sharing platforms.
- Health‑First Philosophy: As a tobacco‑free employer, arenaflex provides resources to help employees quit nicotine, reinforcing our commitment to a healthier workforce.
EEO & Tobacco‑Free Commitment
arenaflex is an equal‑opportunity employer. We recruit, hire, train, and promote individuals without regard to any protected classification. In alignment with our health‑focused mission, we maintain a tobacco‑free hiring policy for all roles in states where it is lawful, supporting a healthier community and workplace.
Ready to Start Your Journey with arenaflex?
If you are passionate about delivering exceptional service to seniors, thrive in a dynamic environment, and are eager to grow your career within a purpose‑driven organization, we want to hear from you. Submit your application today and embark on a fulfilling path where each interaction makes a meaningful impact on the health and well‑being of our members.
Apply Now – Become a Member Champion at arenaflex!
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