Why arenaflex?
At arenaflex, we are the trusted partner that connects military families and veterans worldwide with the healthcare services they deserve. As a leader in the niche of overseas health benefits administration, we combine cutting‑edge technology with a deep respect for the men and women who serve our nation. Our mission‑driven culture is built on compassion, integrity, and relentless pursuit of service excellence. Joining arenaflex means becoming part of a vibrant, purpose‑filled community that values every employee’s contribution to the health and well‑being of our beneficiaries.
Role Overview
The arenaflex Claims Customer Support Representative serves as the first point of contact for beneficiaries and providers seeking assistance with claims under the arenaflex Overseas Program (AOP). Working from our modern office in San Antonio, Texas, you will provide inbound and outbound support to a diverse, global audience of active‑duty service members, retirees, and their families. The position combines high‑volume call handling, problem‑solving, and education on electronic claim submission tools, ensuring that every interaction reflects arenaflex’s commitment to empathy, accuracy, and speed.
Key Responsibilities
- Beneficiary & Provider Assistance: Respond promptly to inbound calls, emails, and chat requests, guiding callers through claim inquiries, status checks, and problem resolution on a one‑to‑one basis or via referral to regional claim resources.
- Claims Resolution: Partner with arenaflex International SOS teams and the Worldwide Processing Services (WPS) group to investigate, troubleshoot, and close claim issues, maintaining adherence to applicable benefit rules.
- Outbound Follow‑Up: Initiate outbound calls when needed to obtain missing information, verify documentation, or confirm that claim resolutions meet the expectations of providers and beneficiaries.
- Policy Communication: Translate complex arenaflex claims processes and benefit policies into clear, lay‑person language, ensuring that beneficiaries understand their rights and responsibilities.
- Electronic Claims Promotion: Actively encourage the use of arenaflex’s online claim submission portals, electronic payment solutions, and other self‑service tools to reduce processing times and improve satisfaction.
- Professional Demeanor: Demonstrate a caring, empathetic, and solution‑focused attitude in every interaction, reflecting arenaflex’s values of respect and dedication.
- Confidentiality & Compliance: Safeguard all beneficiary data in accordance with HIPAA, GDPR, and arenaflex security policies; adhere strictly to quality, quantity, and regulatory standards.
- Mentorship & Training: Support the onboarding of new team members by sharing best practices, providing on‑the‑job coaching, and participating in training sessions when requested.
- Continuous Improvement: Contribute ideas during arenaflex staff meetings, engage in ongoing education opportunities, and help refine service recovery protocols.
- Flexibility: Perform any other reasonable duties assigned by the manager, including participation in cross‑functional projects or temporary shift adjustments.
Work Schedule & Shifts
After an intensive six‑week training program (Monday‑Friday, 8 AM‑5 PM), you will transition to a four‑day, 10‑hour schedule. Shifts rotate across mornings, mid‑day, and overnight periods, allowing you to select or be assigned any day of the week (Sunday through Saturday). All team members are required to work one weekend per month and three designated holidays per year, with flexibility for non‑consecutive days off.
Required Qualifications
Professional Experience
- Minimum of 1‑2 years in a high‑volume call‑center environment, handling inbound and outbound communications, transfers, and escalations.
- Demonstrated experience in health‑insurance, medical billing, or related fields, with a solid grasp of claims processing fundamentals.
- Familiarity with CRM platforms such as SAP or Salesforce is advantageous.
- Military background or close affiliation (e.g., veteran, family member) is highly preferred, providing insight into beneficiary expectations.
- Personal experience with the arenaflex (formerly TRICARE) program—either as a member or as a family member of a member—is strongly favored.
Educational Background
- High school diploma or equivalent; additional post‑secondary coursework or certifications in health administration, customer service, or related disciplines is a plus.
- Ability to obtain and maintain tiered investigation access and trust levels required by arenaflex’s security protocols.
Technical & Language Skills
- Proficient typing speed (minimum 45 wpm) and comfort with Microsoft Office Suite, web browsers, and internal ticketing tools.
- Strong written and verbal communication skills in English.
- Spanish language proficiency (reading, writing, speaking) preferred; additional bilingual abilities are a distinct advantage.
Preferred Qualifications & Attributes
- Advanced certifications such as Certified Health Insurance Specialist (CHIS) or Certified Customer Service Professional (CCSP).
- Experience working with international or multi‑cultural teams, especially in a remote or cross‑time‑zone setting.
- Demonstrated ability to de‑escalate difficult conversations while maintaining composure and empathy.
- Passion for continuous learning, evidenced by participation in webinars, industry conferences, or professional development courses.
Core Skills & Competencies
- Active Listening & Problem Solving: Quickly identify the root cause of claim issues and propose effective, compliant solutions.
- Attention to Detail: Accurately capture beneficiary data, maintain precise records, and follow strict documentation standards.
- Time Management: Balance high call volumes while meeting quality benchmarks and adhering to shift schedules.
- Technology Savvy: Navigate multiple software platforms simultaneously, troubleshoot technical glitches, and promote digital claim tools.
- Team Collaboration: Work seamlessly with International SOS (now arenaflex) support teams, WPS, and external providers to deliver a unified service experience.
- Adaptability: Thrive in a dynamic environment with shifting priorities, regulatory updates, and evolving beneficiary needs.
Compensation, Perks & Benefits
arenaflex offers a competitive salary base commensurate with experience, accompanied by a comprehensive benefits package that includes:
- Medical, dental, and vision insurance for you and eligible dependents.
- Retirement savings plan with employer matching contributions.
- Paid time off (PTO) accrual, plus additional leave for military holidays and volunteer activities.
- Professional development stipend for certifications, conferences, and continued education.
- Wellness programs, employee assistance services, and mental‑health resources.
- State‑of‑the‑art office amenities, including ergonomic workstations, break rooms, and on‑site fitness facilities.
- Potential for shift differentials and premium pay for weekend/holiday work.
Career Growth & Learning Opportunities
arenaflex is committed to fostering internal talent. As a Claims Customer Support Representative, you will have clear pathways to advance into senior claim analyst roles, team lead positions, or specialized policy‑interpretation roles within our global operations. Regular performance reviews, mentorship programs, and access to an internal learning portal ensure you acquire the skills needed for long‑term success.
Work Environment & Culture
Our San Antonio office blends a professional setting with a relaxed atmosphere that encourages collaboration and personal well‑being. Key cultural pillars include:
- Mission‑First Mindset: Every interaction directly impacts the health of service‑connected families.
- Inclusivity & Respect: A diverse workforce where every voice is heard and valued.
- Integrity: Strict adherence to privacy regulations and ethical standards.
- Innovation: Continuous improvement of claim processing through technology and feedback loops.
- Community Engagement: Opportunities to volunteer in veteran support initiatives and local outreach programs.
Application Process
If you are ready to bring your dedication, empathy, and expertise to a role that truly makes a difference for those who have served our country, we encourage you to apply today. Submit your resume and a compelling cover letter detailing how your background aligns with the responsibilities and values outlined above. arenaflex looks forward to welcoming a passionate professional to our dynamic claims support team.