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**Senior Customer Service & Government Programs Training & Support Specialist – Remote – All‑Inclusive Career Growth at arenaflex**
About arenaflex
Welcome to arenaflex, a trailblazer in the health‑care benefits arena that is redefining how communities access and experience dental and medical care. With a legacy spanning over six decades, arenaflex has grown into one of the nation’s largest dental plan administrators, serving millions of members across Michigan, Ohio, Indiana, and beyond. Our mission is simple yet powerful: to improve oral and overall health through innovative benefit plans, community advocacy, and strategic partnerships. We do this by investing in people, technology, and initiatives that build healthy, smart, vibrant communities for everyone.
At arenaflex, we celebrate an All‑In culture—a mindset, feeling, and attitude that permeates every interaction, decision, and project. Whether you’re taking charge of your career, supporting a colleague, or lending a hand in the community, you’ll find a workplace that values diversity, encourages innovation, and empowers you to make a real difference.
Position Overview
We are actively seeking a Customer Service & Government Programs Training & Support Specialist to join our remote team. In this role, you will be the frontline champion for our internal and external customers, ensuring that every claim, inquiry, and grievance is handled with precision, empathy, and compliance. You will also play a pivotal role in designing, delivering, and refining training programs that empower our staff to navigate complex policies, procedures, and technology with confidence.
As a key member of the arenaflex family, you will work closely with cross‑functional teams—including Quality Assurance, Reporting, and IT—to identify process improvements, troubleshoot system issues, and elevate the overall customer experience. Your expertise will directly influence the quality of care our members receive and the efficiency of our operations.
Key Responsibilities
- Customer Service Excellence: Serve as the primary point of contact for detailed interpretation of dental policies, procedure codes, claims processing, and Medicare Advantage/Medicaid compliance guidelines.
- Claims Analysis & Adjudication: Research, analyze, and adjudicate complex claims and inquiries, making accurate determinations that uphold policy integrity and member satisfaction.
- Training Development & Delivery: Design, coordinate, and conduct onboarding and refresher training for new hires and existing staff, covering department systems, processes, and corporate policies.
- Process Improvement: Identify, create, and maintain training and support processes; collaborate with management, QA, and reporting specialists to spot trends, gaps, and opportunities for enhancement.
- Cross‑Functional Collaboration: Communicate with other departments to troubleshoot processing or system issues, ensuring seamless operations across the organization.
- Prescreening & Quality Control: Pre‑screen claims and inquiries for the Professional Review and Focused Review departments, ensuring accurate triage and efficient workflow.
- Continuous Learning & Adaptation: Stay current with industry regulations, emerging technologies, and best practices; apply this knowledge to improve training content and customer support.
- Additional Duties: Perform other related tasks as needed to support the primary responsibilities and overall team objectives.
Essential Qualifications
- Minimum of one year of college, technical, vocational, or business school coursework in dental assisting, dental hygiene, business administration, or a related field.
- At least two years of relevant work experience in a customer service, claims processing, or training environment.
- Intermediate proficiency in word processing and spreadsheet applications.
- Strong knowledge of dental terminology, procedures, insurance products, and claims processing workflows.
- Demonstrated ability to analyze complex problems, develop solutions, and implement best practices.
- Excellent verbal and written communication skills, with a keen eye for detail and organization.
- Capacity to work independently, make informed decisions quickly, and manage multiple projects and deadlines.
- Flexibility to work varied hours, including occasional weekends, to support member needs.
Preferred Qualifications
- Experience with Medicare and/or Medicaid programs and compliance guidelines.
- Background in training content development, instructional design, or adult learning methodologies.
- Familiarity with arenaflex’s internal systems, policies, and procedures.
- Prior expe
