Customer Service Representative – Medicaid Eligibility & Member Support Specialist (Remote, Fort Collins, CO)

Join arenaflex: Make a Meaningful Difference in Healthcare Every Single Day

Are you a compassionate communicator with a passion for helping people navigate complex systems? arenaflex is expanding its dedicated member support team and is hiring multiple Customer Service Representatives to join our Fort Collins, Colorado-based remote call center operation. In this vital role, you will serve as the front-line point of contact for Wyoming Medicaid customers, providing education, guidance, and eligibility services that directly impact the lives of individuals and families across the region.

At arenaflex, we believe that exceptional customer service is more than just answering questions — it’s about empowering people, building trust, and removing barriers to essential healthcare services. If you thrive in a fast-paced, mission-driven environment and want to build a long-term career with a company that genuinely invests in its people, we want to hear from you.

Please note: All candidates must be available to pick up required equipment in person at our Cheyenne, Wyoming office as part of the onboarding process.

About the Role

As a Customer Service Representative at arenaflex, you will be the voice and support system for Wyoming Medicaid members. Your primary responsibility will be to educate callers about the Medicaid application process, verify required documentation, conduct eligibility interviews, and provide clear, accurate assistance either over the phone or in person. You will be a trusted guide for individuals who may be applying for benefits for the first time, helping them understand each step with patience and clarity.

This is not a typical sales or telemarketing position. Every conversation you have will have a direct, positive impact on someone’s access to healthcare. Whether you are helping a parent understand coverage for their child, assisting a senior with renewal paperwork, or walking a new applicant through documentation requirements, you will be making a tangible difference in your community.

Key Responsibilities

• Member Education and Guidance: Clearly explain the Wyoming Medicaid application process, eligibility requirements, and required documentation to current and prospective members in an accessible, easy-to-understand manner.
• Eligibility Interviews: Conduct structured interviews with applicants either in person or over the phone to gather necessary information, verify documentation, and assess eligibility status in accordance with state guidelines.
• Customer Support: Respond to inbound calls and member inquiries with professionalism, empathy, and accuracy, ensuring each caller feels heard, respected, and supported throughout their experience.
• Documentation and Data Entry: Accurately record all member interactions, application details, and eligibility determinations in the company’s CRM and case management systems while maintaining strict confidentiality.
• Problem Resolution: Identify and resolve member concerns, escalating complex cases to appropriate supervisors or specialists when necessary to ensure timely resolution.
• Compliance and Confidentiality: Adhere to all HIPAA regulations, state Medicaid guidelines, and arenaflex internal policies regarding member privacy, data security, and information handling.
• Continuous Learning: Participate in comprehensive and ongoing training sessions to stay current on Medicaid policy updates, system enhancements, and best practices in customer service delivery.
• Team Collaboration: Work closely with fellow representatives, team leads, and management to share insights, troubleshoot challenges, and contribute to a positive, supportive team culture.
• Quality Standards: Meet or exceed established performance metrics, including call handling time, accuracy rates, customer satisfaction scores, and attendance expectations.

Shift Availability and Work Schedule

arenaflex offers consistent day shift schedules with availability between 7:00 AM and 6:00 PM, Monday through Friday. This predictable schedule allows you to plan your life outside of work with confidence, whether you are pursuing a degree, raising a family, or simply looking for a stable, daytime role without evenings or weekends.

Required Qualifications

To be considered for this position, candidates must meet the following minimum requirements:

• Education: High School Diploma or equivalent (GED).
• Experience: A minimum of two (2) years of customer service experience in a professional setting.
• Communication Skills: Excellent verbal and written communication skills, with the ability to explain complex information in a clear, friendly, and patient manner.
• Technical Comfort: Basic proficiency with computers, including the ability to navigate multiple software systems, type accurately while speaking with members, and learn new platforms quickly.
• Reliability: Consistent attendance and a strong commitment to meeting scheduled hours, as this is a full-time role at 40 hours per week.
• Equipment Pickup: Must be available to travel to the Cheyenne, WY office for initial equipment pick up.

Preferred Qualifications

While not required, the following qualifications will give your application priority consideration:

• Phone-Based Experience: Two (2) or more years of experience in a high-volume phone-based customer service environment, such as a call center or help desk.
• Eligibility or Healthcare Experience: Previous experience working with Medicaid, Medicare, social services, or other eligibility-based programs is highly valued.
• Higher Education: An Associate’s or Bachelor’s degree in a related field such as healthcare administration, social work, communications, or public administration.
• Bilingual Skills: Fluency in English and Spanish, or another language commonly spoken within the Wyoming Medicaid population, is a strong plus.

Personal Attributes for Success

Beyond the technical qualifications, arenaflex is looking for individuals who embody the following values and traits:

• Team Player: You collaborate well with others, share knowledge, and contribute to a positive, respectful work environment.
• Customer-Focused: You have a genuine passion for helping people and find fulfillment in solving problems for others.
• Strong Work Ethic: You take ownership of your responsibilities, show up consistently, and are driven to succeed.
• Empathy and Patience: You can remain calm and compassionate when speaking with individuals who may be frustrated, confused, or anxious about their healthcare coverage.
• Adaptability: You are comfortable with changing priorities, evolving policies, and learning new systems in a dynamic environment.
• Attention to Detail: You understand that accuracy in documentation and eligibility determinations can have life-changing consequences for the members we serve.

Compensation and Benefits

arenaflex is proud to offer a competitive compensation and benefits package designed to support your health, well-being, and financial future:

• Pay Rate: $16.00 per hour, with opportunities for performance-based increases and career advancement.
• Health Insurance: Comprehensive medical coverage for full-time employees.
• Dental and Vision Insurance: Available for both full-time and part-time employees.
• Employee Wellness Program: Access to resources and initiatives that support your physical and mental well-being.
• 401(k) Retirement Plan: Build your financial future with company-supported retirement savings, including 401(k) matching.
• Paid Time Off (PTO): Generous paid time off for full-time and part-time employees to use for vacation, personal time, or sick days.
• Paid Holidays: Enjoy time off on recognized holidays as a full-time employee.
• On-the-Job Training: Comprehensive paid training to set you up for success from day one.
• Referral Program: Earn rewards for referring qualified candidates to join the arenaflex team.
• Remote Work: Enjoy the convenience and flexibility of working from home after completing initial onboarding and equipment pickup.

Additionally, this role is ideal for college students or individuals seeking to enter the healthcare or public service field, offering a stable weekday schedule that works around class commitments and a meaningful entry point into a growing industry.

Career Growth and Development Opportunities

At arenaflex, we believe our employees are our greatest asset, and we are deeply committed to helping you grow your career. From day one, you will benefit from comprehensive onboarding and continuous training designed to build your confidence and expertise. As you develop in your role, you will have access to:

• Mentorship and coaching from experienced team leads and supervisors.
• Internal promotion pathways into roles such as Senior Representative, Team Lead, Quality Assurance Specialist, Trainer, or Eligibility Supervisor.
• Cross-training opportunities in related departments, including case management, member outreach, and program integrity.
• Tuition reimbursement and educational support for employees pursuing degrees or professional certifications in healthcare, social services, or related fields.

Many of our current managers and supervisors started in entry-level customer service roles just like this one. Your growth is limited only by your ambition.

Our Company Culture

arenaflex is more than a workplace — it is a community. We pride ourselves on fostering a strong company culture built on respect, collaboration, accountability, and a shared mission to improve lives. We celebrate diversity, encourage open communication, and believe that every team member’s voice matters. Whether you are working remotely or visiting one of our offices, you will be part of a supportive network of professionals who genuinely care about one another and the members we serve.

As an Equal Opportunity Employer, arenaflex is committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic. We believe that diverse teams produce better outcomes, and we actively seek candidates from all backgrounds to join us.

Work Location Details

• Primary Work Location: Remote (work from home).
• Office Location: Fort Collins, CO (required residence in or relocation to the area).
• Onboarding Requirement: Must be available to pick up equipment in person at the Cheyenne, WY office.
• Job Type: Full-time.
• Expected Hours: 40 hours per week.

How to Apply

If you are ready to launch or advance your career in a meaningful, mission-driven environment, arenaflex encourages you to apply today. This is your opportunity to join a team that values your contributions, invests in your growth, and empowers you to make a real difference in the lives of others.

Bring your customer service skills, your compassion, and your commitment to excellence — and let arenaflex provide the platform for you to thrive. We look forward to welcoming you to our team!

arenaflex is an Equal Opportunity Employer. For more information about our company and mission, please visit our website or contact our recruitment team.