Customer Service Representative – Medicare Member Support | 100% Remote (Philadelphia, PA Region) | Contract-to-Hire
About arenaflex and This Opportunity
arenaflex is a trusted staffing and talent solutions partner connecting skilled professionals with industry-leading organizations across the United States. We are proud to support one of the largest healthcare insurance providers in the country as they expand their Medicare member support team. This is an exceptional opportunity for compassionate, service-driven professionals who want to make a meaningful impact in the lives of millions of Americans who rely on Medicare for their healthcare coverage.
The healthcare insurance industry is growing rapidly, and Medicare services represent one of the most important touchpoints between providers and the communities they serve. As a Customer Service Representative working on the Medicare line of business, you will be the voice and the empathy behind every call, helping members navigate benefits, claims, enrollment, and account inquiries with clarity and care. arenaflex is seeking 20+ dedicated individuals to join this mission-driven team in a 100% remote, contract-to-hire capacity based anywhere within a one-hour radius of Philadelphia, PA 19103.
Position Details
- Job Title: Customer Service Representative – Medicare Member Support
- Employment Type: Contract-to-Hire (3+ months initial term with strong potential for permanent conversion)
- Work Model: 100% Remote (must reside within a one-hour radius of Philadelphia, PA 19103)
- Schedule: Full-time, 37.5 hours per week, with overtime available and sometimes required
- Operating Hours: Sunday through Saturday, 7:45 AM – 8:15 PM (rotating shifts, including one late evening shift and either a Saturday or Sunday shift)
- Open Positions: 20+
- Industry: Healthcare Insurance – Medicare
What You’ll Do – Key Responsibilities
As a Medicare Customer Service Representative at arenaflex’s end-client, you will be a frontline ambassador of five-star service. Your role will combine problem-solving, empathy, and product knowledge to deliver an outstanding member experience on every interaction. Your core responsibilities will include:
- Handling inbound calls from Medicare members regarding claims, benefits, enrollment, member portal access, and ID card requests — this is not a telesales role.
- Listening actively and responding with empathy to members who may be navigating complex health situations, billing questions, or coverage transitions.
- Navigating multiple systems simultaneously to research member accounts, verify eligibility, process changes, and resolve issues accurately and efficiently.
- Clearly explaining benefits, plan details, deductibles, copays, and procedural information in a way that is easy for members to understand.
- Documenting all call interactions thoroughly and accurately within internal CRM and claims platforms.
- Identifying escalation opportunities and routing complex issues to appropriate teams when needed.
- Meeting or exceeding individual and team performance metrics, including call quality, resolution time, and member satisfaction scores.
- Maintaining strict compliance with HIPAA, Medicare regulations, and all client-specific guidelines.
- Participating in ongoing coaching, feedback sessions, and training programs to continuously improve service delivery.
- Adapting to schedule changes and operational needs in a fast-paced contact center environment open seven days a week.
Essential Qualifications
To thrive in this role, candidates must demonstrate a strong foundation in customer service and a natural ability to connect with people. The following are required:
- Prior call center customer service experience handling inbound calls (no outbound telesales).
- A genuine customer-focused mindset with strong service orientation and a passion for helping others.
- Empathy, patience, and exceptional problem-solving skills.
- Excellent verbal and written communication skills, including proper grammar, professional language, and the ability to convey complex information clearly over the phone.
- Comfortable working a phone-based position that demands clear diction, professional tone, and active listening.
- Ability to navigate multiple computer systems and applications simultaneously with speed and accuracy.
- Flexibility to work a rotating schedule that includes evenings, weekends, and occasional overtime.
- Must score 80% or above on the eSkills assessment.
- Must reside within a one-hour commute radius of Philadelphia, PA 19103.
Preferred Qualifications
While not strictly required, the following qualifications will give candidates a strong advantage:
- High School Diploma or GED plus at least 2 years of customer service or call center experience.
- Previous experience in the healthcare industry.
- Prior Medicare-specific customer service experience.
- Background in medical terminology, health insurance, or related fields.
- Experience with member portals, claims processing, or benefits administration.
Skills and Competencies for Success
Beyond the baseline qualifications, the most successful representatives in this role tend to demonstrate:
- Emotional intelligence — the ability to recognize and respond to the emotional state of each caller.
- Adaptability — comfort with shifting priorities, evolving policies, and a fast-paced environment.
- Resilience — the capacity to handle high call volumes while maintaining quality and composure.
- Attention to detail — accuracy matters when dealing with benefits, claims, and personal health information.
- Tech-savviness — ability to learn new platforms quickly and multitask across systems.
- Team orientation — willingness to support peers, share knowledge, and contribute to a positive team culture.
- Integrity and confidentiality — strict adherence to privacy standards and ethical handling of sensitive member data.
Career Growth and Learning Opportunities
Joining arenaflex and our end-client isn’t just a job — it’s a launching pad for a long-term career in the thriving healthcare insurance industry. Representatives who excel in this role often move into specialized areas such as claims adjudication, case management, training and quality assurance, team leadership, or member experience strategy. The end-client invests heavily in employee development, offering paid training, mentorship programs, continuing education support, and clear pathways for advancement. Because this is a contract-to-hire opportunity, high performers may be offered permanent employment with access to full benefits, retirement plans, and tuition reimbursement programs.
Work Environment and Company Culture
At arenaflex and our end-client, culture is everything. You’ll join a diverse, inclusive, and mission-driven team that genuinely cares about the members it serves. The work environment is supportive, collaborative, and built around the belief that great service starts with empowered employees. Even though the role is 100% remote, you’ll never feel disconnected — daily team huddles, virtual engagement activities, recognition programs, and open leadership communication ensure that every team member feels valued and heard. The organization celebrates empathy, celebrates problem-solvers, and celebrates those who go the extra mile to turn a difficult call into a five-star experience.
Compensation, Perks, and Benefits
While specific compensation will be discussed during the interview process, contract-to-hire roles of this nature typically offer:
- Competitive hourly pay with overtime opportunities for hours worked beyond 37.5 per week.
- Paid training and onboarding.
- Remote work setup flexibility (work from home anywhere within the Philadelphia radius).
- Performance-based incentives and recognition awards.
- Upon permanent conversion: comprehensive health, dental, and vision insurance; 401(k) retirement plan; paid time off; employee assistance programs; and career development resources.
- Access to industry-leading learning platforms and certifications.
Equal Opportunity Statement
arenaflex is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and contractors. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected class. Former associates and contractors of the end-client must be submitted to the VMS Program Team for vetting through the pre-submission check process prior to consideration.
How to Apply
If you are a compassionate, service-driven professional ready to bring your skills to one of the most important healthcare insurance teams in the country, arenaflex wants to hear from you. This is your chance to build a meaningful career while helping Medicare members get the answers and care they deserve. Don’t miss this opportunity to join a growing team where your empathy, problem-solving, and communication skills will be valued every single day.