Group Health Customer Service Representative – Case Intake, Scheduling & Physician Coordination Specialist (Remote, US-Based)

Join arenaflex: Where Compassion Meets Operational Excellence in Healthcare

arenaflex is a dynamic, high-growth organization at the forefront of the healthcare services industry, where purpose-driven work and operational precision come together to make a real difference in people's lives. Every single day, our team members help facilitate the medical review process for hundreds of thousands of insurance claims, working with leading national and regional Workers' Compensation, Disability, Auto, and Group Health carriers, Third-Party Administrators, Managed Care Organizations, employers, and Pharmacy Benefit Managers. Our customized Independent Medical Exam and Peer Review programs empower our clients to reach accurate, timely medical determinations that ultimately support injured workers, claimants, and patients across the country.

We are proud to be recognized as an Inc. 500 fast-paced company, but what truly defines us is our high-performance culture rooted in collaboration, accountability, and continuous improvement. At arenaflex, we believe that behind every successful claim review is a dedicated customer service professional who brings both empathy and exceptional organizational skill to the work. If you are looking for a remote career where your attention to detail, communication talents, and passion for healthcare operations can flourish, we want to meet you.

Position Overview: Group Health Customer Service Representative

We are currently seeking a motivated, detail-oriented, and personable Group Health Customer Service Representative to join our expanding remote team. In this pivotal role, you will sit at the very center of our most important relationships — with our clients, our network of reviewing physicians, and our internal operations and technical teams. Your work will directly influence the speed, accuracy, and quality of our case management process, ensuring that every referral we receive is handled with the utmost care and professionalism.

As a Customer Service Representative at arenaflex, you will be responsible for the intake, scheduling, and selection of qualified medical reviewers for referrals received within the arenaflex network. This is not a typical call center role; it is a specialized position that requires strong administrative abilities, healthcare industry awareness, and a genuine commitment to delivering outstanding service to every stakeholder involved in the claims process.

Key Responsibilities

The responsibilities of this position are varied and engaging, blending client interaction, data management, and strategic scheduling. Below is a detailed overview of what your day-to-day will look like:

Case Intake and Information Verification

• Receive and process new case referrals through multiple client channels with speed and accuracy.
• Intake new cases and review all submitted information to verify completeness, accuracy, and adherence to client-specific requirements.
• Draft cases by accurately entering relevant data into the arenaflex proprietary system, AccessDS, ensuring all fields are properly populated for downstream processing.
• Proactively follow up with clients to obtain any missing or incomplete information that is pertinent to claim processing.
• Sort, organize, and create comprehensive medical document listings when required by the client and in alignment with specified special handling protocols.

Case Oversight and Tracking

• Monitor, process, and actively track all assigned cases to ensure strict adherence to internal and client-mandated deadlines.
• Maintain detailed case status updates within the system, providing transparency and accountability throughout the lifecycle of each referral.
• Identify potential bottlenecks or delays and escalate issues promptly to leadership to ensure continuity of service.

Physician Assignment and Scheduling

• Assign and schedule new cases to the most appropriate physicians within the arenaflex network based on geographic location, reviewer availability, clinical specialty, specific client guidelines, jurisdictional requirements, and any other client-specific criteria.
• Conduct thorough conflict-of-interest checks to ensure that the assigned physician has no disqualifying relationship with the case in question.
• Balance workload distribution across the reviewer network to optimize turnaround times and maintain strong physician relationships.

Client Communication and Documentation

• Serve as a primary point of contact for clients, providing frequent and proactive updates on cases in progress.
• Communicate with referring clients, claimants, and physician offices to clarify referral information, ensuring proper documentation is captured and provided to the assigned reviewer.
• Ensure that all required documentation for specified cases is completed, organized, and delivered to the client in the expected format and timeline.

Essential Skills and Attributes for Success

This position involves a substantial amount of communication with clients and physician offices via phone and email, as well as constant computer-based work. To thrive in this role, candidates must possess the following skills and experience:

• Administrative Experience: A minimum of one (1) year of experience working in an administrative or clerical role within a business office environment is required.
• Healthcare Background: Prior experience working in a healthcare setting — such as a medical office, insurance claims department, or related environment — is strongly preferred.
• Technical Proficiency: Excellent computer skills with a strong comfort level using Apple Operating Systems, the Google Chrome search engine, and Gmail. Familiarity with case management or CRM platforms is a plus.
• Communication Excellence: Stellar written and verbal communication skills, including a high comfort level speaking with referring clients, claimants, and physicians on a daily basis.
• Attention to Detail: A demonstrated ability to maintain focus and precision in a fast-paced, deadline-driven environment.
• Adaptability: The ability to manage multiple tasks simultaneously and quickly reprioritize as new cases and challenges arise.
• Organizational Mastery: Excellent organizational skills with the ability to juggle numerous open cases while maintaining accuracy and composure.

Preferred Education and Experience

• An Associate's Degree is preferred, though equivalent combinations of education and relevant work experience will be considered.
• Familiarity with medical terminology, insurance claim workflows, or Independent Medical Examination (IME) processes is a distinct advantage.
• Prior experience working remotely in a professional capacity is beneficial, though full training and support will be provided.

Work-From-Home Technical Requirements

This is a fully remote position, and as such, successful candidates must meet the following home office requirements:

• Supply and support their own high-speed internet services.
• Maintain an uninterrupted, reliable internet connection at all times during scheduled work hours, as this is a strict requirement of all work-from-home roles at arenaflex.
• Possess a dedicated, quiet workspace free from distractions where confidential information can be handled with discretion.

Please note: In the interest of security for both parties, arenaflex will never conduct interviews via text message and will never request checks or financial information from candidates for the purpose of purchasing equipment. All legitimate communications will come from verified arenaflex email addresses.

Why Choose a Career at arenaflex?

At arenaflex, we are more than just a workplace — we are a community of professionals united by a shared mission to bring clarity, fairness, and efficiency to the healthcare claims process. We process over 200,000 insurance claims annually, and the customer service team is the heartbeat of that operation. Here is what you can expect when you join us:

Compensation and Benefits

• Generous Paid Time Off: We believe in the importance of rest and rejuvenation, which is why we offer a robust PTO program that grows with your tenure.
• Excellent Benefits Package: Comprehensive medical, dental, and vision coverage options for you and your family.
• Competitive Salary: We compensate our team members fairly and transparently, with regular performance reviews and opportunities for merit-based increases.
• Apple Equipment and Media Stipend: Remote team members are provided with Apple equipment and a media stipend to support a productive and comfortable home office environment.

Growth, Training, and Development

• Strong Onboarding Program: Our comprehensive training program is designed to help you come up to speed quickly, regardless of your prior experience in the IME or Peer Review space.
• Career Advancement: arenaflex is a growth-oriented company, and we actively promote from within. Many of our team leaders and operations managers started in customer service roles just like this one.
• Continuous Learning: Gain deep exposure to the healthcare, insurance, and medical review industries — a knowledge base that opens doors to a wide range of future career paths.

Culture and Work Environment

• High-Performance Culture: We hold ourselves to the highest standards of quality, accountability, and results, while never losing sight of the human element in our work.
• Collaborative Team: Work alongside insightful, astute, forward-thinking professionals who are passionate about what they do.
• Meaningful Impact: Every case you help process contributes to a fair and timely outcome for a claimant who is often navigating a difficult chapter in their life.
• Remote Flexibility: Enjoy the work-life balance that comes with a fully remote position, supported by a company that trusts and empowers its distributed workforce.

Our Commitment to Diversity, Equity, and Inclusion

arenaflex is an equal opportunity employer that values diversity in all its forms. We believe that a team composed of different backgrounds, perspectives, and lived experiences produces stronger outcomes for our clients, our physicians, and the claimants we ultimately serve. We welcome applications from candidates of every race, ethnicity, gender identity, sexual orientation, age, religion, disability status, veteran status, and life experience. If you bring dedication, curiosity, and a willingness to learn, there is a place for you here.

Take the Next Step in Your Career

If you are a detail-driven, service-oriented professional who thrives in a fast-paced environment and wants to build a long-term career in the healthcare services industry, we encourage you to apply today. This is your opportunity to join a respected, award-winning organization that invests in its people, rewards hard work, and recognizes the critical importance of every role on the team.

At arenaflex, your contribution matters from day one. Bring your organizational talents, your communication skills, and your commitment to excellence — and let us show you what it feels like to be part of a company that truly lives its values. We are excited to review your application and welcome you to the arenaflex family.