**Experienced Customer Service Representative I - arenaflex - 992828: Delivering Exceptional Student and Patient Experiences from the Comfort of Your Home**

**About arenaflex** arenaflex is a leading institution in the education and healthcare sectors, renowned for its commitment to academic excellence, innovation, and exceptional customer service. With a rich history dating back to 1964, arenaflex has established itself as a trusted partner in the lives of its students, patients, and staff. Our mission is to provide a seamless, exceptional experience across a broad range of processes, applications, and customer touch points, ensuring that every interaction is a positive one. **Join arenaflex's Team of Dedicated Professionals** As a Customer Service Representative I at arenaflex, you will play a vital role in delivering exceptional student and patient experiences. You will be the first point of contact for students and patients, providing timely and accurate information, resolving issues, and ensuring that every interaction is a positive one. If you are passionate about delivering exceptional customer service, have a strong commitment to excellence, and are eager to join a dynamic team, we encourage you to apply for this exciting opportunity. **Key Responsibilities** * Supports achievement of key metrics by delivering a seamless, exceptional student and patient experience across a broad range of processes, applications, and customer touch points, including voice, email, web chats, texts, and faxes. * Helps the Admissions, Enrollment, Registration, and Financial Aid processes to address students' reasons for their inquiry, answer questions, and assist with students in obtaining services needed. * Uses ERP and/or CRM systems to review prospective and current student records to help identify steps and documents needed to assist students in the enrollment and registration process. * Provides general information on academic procedures and processes, such as student onboarding, academic advising next steps, testing, and academic and financial holds. * Leads students through enrollment processes, including web registration, create account and program application, FAFSA, accessing email, transcript requests, setting up payment plans, accessing tax documents, registering for testing, new student informational sessions, and enrollment verifications. * Instructs students on navigating the student portal to execute self-service actions; reviews for completeness submitted forms and paperwork required to complete steps in processes related to registration, advising, and financial aid. * Routes and re-routes students to appropriate campus office and personnel, e.g., Financial Aid, Academic Advisors, Registrar, and Business Office for more in-depth information, assistance, and problem resolution. * Schedules patient appointments for both primary and specialty care physician visits in accordance with established clinical and insurance requirements to improve access and care coordination. * Accesses Electronic Medical Records (EMR) to complete scheduling and registration, confirm appointments, verify information, answer inquiries, and resolve user issues in accordance with established protocols to ensure patient safety, compliance, and departmental policies and procedures. * Identifies patient's liability, out-of-pocket expenses, and advises patients of past due balances. * Coordinates referrals and insurance requirements by obtaining and/or confirming patient information to ensure the patient receives maximum benefits for services. * Assures regulatory and compliance requirements follow local payor coverage determinations. * Ensures accurate pre-appointment registration. * Explains policies, procedures, or services to patients using medical or administrative knowledge. * Refers patients to appropriate health care services or resources. * Ensures compliance with university and departmental policies and procedures as it relates to personal information, adherence to Health Insurance Portability and Accountability Act (HIPAA) to always safeguard protected personal and health information (PHI). * Uses telephony software to answer, coordinate, track, and monitor interactions across multiple channels of communication. * Refers patients to appropriate health care services or resources; refers unresolved customer grievances to designated departments for further investigation. * Checks to ensure that appropriate actions were taken to resolve customers' problems. * Demonstrates University's core values and service values in all interactions. * Completes special projects as assigned. * Performs other duties as assigned or required. **Essential Qualifications** * High School Diploma or Equivalent * One (1) year of customer service experience * Strong communication and interpersonal skills * Ability to work in a fast-paced environment and prioritize multiple tasks * Proficient in using computer software and systems, including ERP and/or CRM systems * Ability to maintain confidentiality and handle sensitive information * Strong problem-solving and analytical skills * Ability to work independently and as part of a team * Strong customer service skills and a commitment to delivering exceptional customer experiences **Preferred Qualifications** * Associate or Bachelor's degree * One year of customer service experience in higher education, student services, and/or healthcare, or closely related experience * Knowledge of all academic and Title IV programs, policies, and procedures, including institutional policies and federal and state regulations * Experience using Banner, Recruit, and/or Avaya systems * Knowledge of medical terminology and terminology used by insurance and managed care health plans * Knowledge of Health Insurance Portability & Accountability Act (HIPAA) * Experience using NextGen and/or Avaya systems * Bilingual Proficient in English and Spanish **Skills and Competencies** * Complex Problem Solving: Proficient skills in identifying complex problems and reviewing related information to develop and evaluate options and implement solutions. * Active Listening: Proficient skills in giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. * Speaking: Proficient skills in talking to others to convey information effectively. * Service Orientation: Proficient skills in actively looking for ways to help people. * Social Perceptiveness: Basic skills in being aware of others' reactions and understanding why they react as they do. * Time Management: Proficient skills in managing one's own time and the time of others. * Self-Direction: Proficient skills in motivating oneself to work independently, as well as working well within teams. **Career Growth Opportunities and Learning Benefits** As a Customer Service Representative I at arenaflex, you will have the opportunity to develop your skills and knowledge in a dynamic and supportive environment. We offer a range of training and development programs to help you achieve your career goals, including: * Comprehensive onboarding program to ensure a smooth transition into your new role * Ongoing training and development opportunities to enhance your skills and knowledge * Mentorship program to support your career growth and development * Opportunities for advancement to more senior roles within the organization **Work Environment and Company Culture** arenaflex is committed to creating a positive and inclusive work environment that supports the well-being and success of our employees. We offer a range of benefits and perks, including: * Flexible work arrangements to support work-life balance * Comprehensive benefits package, including medical, dental, and vision insurance * Retirement plan and tuition reimbursement program * Paid time off and holidays * Opportunities for professional development and growth **Compensation, Perks, and Benefits** arenaflex offers a competitive compensation package, including: * Hourly pay rate * Comprehensive benefits package, including medical, dental, and vision insurance * Retirement plan and tuition reimbursement program * Paid time off and holidays * Opportunities for professional development and growth **How to Apply** If you are passionate about delivering exceptional customer service and are eager to join a dynamic team, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you! **Equal Employment Opportunity** arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a positive and inclusive work environment that supports the well-being and success of our employees. Apply for this job