Remote Medical Call Center Customer Service Specialist – Autism Care Demonstration Support (U.S. Citizens, Remote Work)

About arenaflex – Serving the Nation’s Heroes

arenaflex is a mission‑focused health‑care partner dedicated to connecting America's service members, veterans, and their families with the care they deserve. Since our founding in the mid‑1990s, we have built a reputation for compassion, integrity, and operational excellence. Our work is anchored in a deep respect for those who served, and we pride ourselves on delivering seamless, high‑quality health‑care experiences across a nationwide network of providers.

Today, we are expanding our virtual workforce to include passionate, detail‑oriented professionals who thrive in a remote environment and share our commitment to serving the nation’s heroes. If you are a customer‑service champion with a heart for families navigating autism‑related health benefits, we want you on our team.

Position Overview

The Medical Call Center Customer Service Specialist (also known as the Autism Care Demonstration (ACD) Specialist) provides essential administrative and outreach support to TRICARE beneficiaries with an Autism Spectrum Disorder (ASD) diagnosis. Working from the comfort of your home, you will partner with clinical staff, autism services navigators, and the broader arenaflex community to ensure families receive timely, accurate, and empathetic assistance throughout their care journey.

Key Responsibilities

• Initiate and receive inbound and outbound calls with beneficiaries, caregivers, and providers to fulfill TRICARE and ACD program requirements.
• Accurately enter, update, and track beneficiary information within arenaflex’s medical management system.
• Schedule appointments, meetings, and virtual care sessions using Outlook and integrated calendar tools.
• Facilitate enrollment requests for the ACD program, coordinating closely with clinical and navigation teams.
• Support the ECHO (Extension for Community Health Outcomes) team by registering eligible families into the program.
• Process education and resource requests for beneficiaries and providers, ensuring delivery within established timelines.
• Manage the inbound phone queue for ACD inquiries, delivering professional, compassionate, and solution‑focused service.
• Respond to daily email correspondence efficiently, maintaining consistent tone and brand voice.
• Apply standard program workflows to address requests, resolve issues, and remove barriers to care.
• Assist leadership with task coordination, documentation, and day‑to‑day operational activities.
• Identify process inefficiencies, propose improvements, and proactively resolve obstacles that affect service delivery.
• Foster effective communication across cross‑functional teams, including clinical, enrollment, and IT departments.
• Maintain a reliable attendance record and meet performance metrics for call handling, productivity, and quality.
• Perform additional duties as assigned to support the overall mission of arenaflex.

Essential Qualifications (Required)

• High School Diploma or GED equivalent.
• Minimum of two (2) years experience in a health‑care customer‑service setting, preferably within a call‑center environment.
• Ability to obtain and maintain a favorable interim and final Department of Defense (DoD) background investigation.
• U.S. citizenship, as mandated by our DoD contract.
• Demonstrated empathy and excellent interpersonal skills for interacting with diverse families and stakeholders.
• Strong computer literacy, including proficiency with Microsoft Office suite (Word, Outlook, Teams) and experience navigating multiple web‑based applications.

Preferred Qualifications (Nice to Have)

• Certification as a Behavior Technician (BT), Medical Assistant (MA), or Certified Nursing Assistant (CNA).
• Knowledge of medical terminology and health‑care documentation standards.
• Previous experience working for a Managed Care Organization (MCO) or with government health plans such as TRICARE or VA.
• Familiarity with autism‑related service coordination and family support initiatives.
• Experience in a high‑volume remote call center, with a track record of meeting or exceeding service level agreements.

Core Competencies & Skills

• Commitment to Task: Consistently follows established policies, exhibits high motivation, and delivers results with minimal supervision.
• Communication & People Skills: Persuasive, adaptable, and attentive listener who can influence outcomes positively.
• Computer Literacy: Comfortable navigating multi‑system environments, including electronic health record (EHR) platforms and internal intranets.
• Empathy & Customer Service: Patient, respectful, and genuinely caring approach to every interaction.
• Independent Thinking & Initiative: Critical thinker who seeks resources and solutions proactively.
• Multi‑Tasking & Time Management: Able to prioritize competing demands in a fast‑paced, high‑volume setting.
• Organizational Skills: Detail‑oriented with a knack for structuring tasks and information efficiently.
• Problem Solving & Analysis: Systematic approach to diagnosing issues and recommending practical fixes.
• Team‑Building & Collaboration: Positive influencer who cultivates teamwork and shared purpose.
• Technical Knowledge: Understanding of TRICARE benefits, managed‑care programs, and general health‑care delivery models.

Work Environment & Conditions

All duties are performed in a virtual work setting, requiring a reliable high‑speed internet connection, a dedicated workstation, and a quiet space for extended telephone and computer use. The role involves prolonged periods of sitting and frequent interaction with electronic systems. As a DoD‑contracted position, you must obtain and maintain the appropriate security clearance.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its remote workforce. As a Medical Call Center Customer Service Specialist, you will have access to:

• Ongoing training modules covering autism spectrum disorder care pathways, TRICARE policy updates, and advanced customer‑service techniques.
• Mentorship programs linking you with seasoned clinical navigators and senior operations leaders.
• Pathways to transition into higher‑impact roles such as Autism Services Navigator, Clinical Operations Coordinator, or Remote Health‑Care Analyst.
• Eligibility for internal certification programs that recognize expertise in managed‑care administration, health‑care compliance, and quality improvement.

Compensation, Perks & Benefits

arenaflex offers a competitive salary range that reflects experience and geographic location, typically ranging from $40,000 – $52,000 for residents in Colorado, Hawaii, Washington D.C., and Washington State. In addition to base pay, you will receive a comprehensive benefits package, including:

• Medical, dental, and vision insurance with multiple plan options.
• Generous paid time off (vacation, sick leave, and holidays) to support work‑life balance.
• 401(k) retirement savings plan with employer matching contributions.
• Short‑term and long‑term disability insurance, basic life insurance, and accidental death & dismemberment coverage.
• Tuition reimbursement for approved coursework related to health‑care or professional development.
• Paid volunteer time to give back to your community.
• Opportunities for overtime pay, performance bonuses, and recognition awards.
• Access to employee assistance programs, mental‑health resources, and wellness initiatives.

Culture & Values at arenaflex

Our culture is built around three pillars: Service, Integrity, and Growth. We celebrate the diverse backgrounds of our team members and emphasize respectful, inclusive collaboration. As a remote employee, you will be part of a vibrant virtual community that holds regular live‑streamed town halls, peer‑recognition ceremonies, and skill‑building webinars. We believe that when our people feel valued and empowered, they deliver the exceptional service our beneficiaries deserve.

Commitment to Diversity, Equity & Inclusion

arenaflex is an equal employment opportunity employer. We welcome applicants of all races, colors, religions, sexes, sexual orientations, gender identities, national origins, ages, disabilities, and veteran statuses. Our inclusive hiring practices ensure that every qualified individual has a fair chance to join our mission‑driven team.

How to Apply

Ready to make a meaningful impact on the lives of military families and individuals with autism? Submit your resume and a cover letter highlighting your relevant experience through our online portal:

Apply Now – Medical Call Center Customer Service Specialist

Join arenaflex Today!

If you are a compassionate communicator with a strong eye for detail and a desire to support our nation’s heroes, we invite you to become part of arenaflex’s growing family. Together, we will ensure that every beneficiary receives the care, respect, and resources they need to thrive. Apply now and start a rewarding remote career that truly makes a difference.