Remote Customer Service Representative I – Student & Patient Support Specialist (Tri‑County) – arenaflex

About arenaflex – Pioneering Education and Health Services

arenaflex is a nationally recognized, not‑for‑profit institution that blends academic excellence with cutting‑edge health‑care services. Founded in the mid‑1960s, arenaflex has built a reputation for innovative teaching, research, and community outreach. Our mission is to empower students, patients, and staff to achieve their fullest potential while fostering an inclusive, supportive environment. As a leader in both higher education and health‑care delivery, arenaflex offers a dynamic workplace where technology, compassion, and professional growth intersect.

Position Overview

We are seeking a highly motivated Remote Customer Service Representative I to join our Student and Patient Support team. This role is fully remote within the tri‑county area (Broward, Palm Beach, and Miami‑Dade) after successful completion of on‑site training. The ideal candidate will be the first point of contact for prospective and current students as well as patients, delivering a seamless, exceptional experience across multiple communication channels—including voice, email, web chat, text, and fax.

Key Responsibilities

• Provide timely, accurate assistance to students navigating admissions, enrollment, registration, and financial aid processes.
• Utilize arenaflex’s ERP/CRM platforms to review prospective and current student records, identify missing documentation, and guide applicants through each step of the enrollment journey.
• Explain academic procedures such as onboarding, advising pathways, testing requirements, and resolution of academic or financial holds.
• Lead students through web‑based registration, account creation, program applications, FAFSA completion, email setup, transcript requests, payment plan configuration, tax document retrieval, testing registration, informational sessions, and enrollment verification.
• Coach students on navigating the student portal for self‑service actions, ensuring all forms and paperwork are complete and compliant.
• Route inquiries to the appropriate campus office—Financial Aid, Academic Advising, Registrar, Business Office—while maintaining ownership of the issue until resolution.
• Schedule patient appointments for primary and specialty care physicians, adhering to clinical and insurance guidelines to improve access and care coordination.
• Access the Electronic Medical Records (EMR) system to confirm appointments, verify patient information, and resolve user issues in line with safety, compliance, and departmental policies.
• Identify patient liability, communicate out‑of‑pocket expenses, and advise on past‑due balances.
• Coordinate referrals and insurance requirements, ensuring patients receive maximum benefits for services rendered.
• Maintain strict compliance with HIPAA and other regulatory standards, safeguarding protected health information (PHI) at all times.
• Utilize telephony software to log, track, and monitor interactions across all communication channels, ensuring consistent follow‑up and closure.
• Escalate unresolved grievances to designated departments for further investigation while documenting all actions taken.
• Demonstrate arenaflex’s core values—integrity, collaboration, innovation, and service excellence—in every interaction.
• Participate in special projects, process improvement initiatives, and team‑wide training sessions as assigned.

Essential Qualifications

• Education: High School Diploma or equivalent required.
• Experience: Minimum of one (1) year of customer service experience in a fast‑paced environment.
• Communication Skills: Excellent oral and written English proficiency; ability to convey complex information clearly and courteously.
• Technical Proficiency: Comfortable navigating ERP/CRM systems, EMR platforms, and standard office software (word processing, spreadsheets, email).
• Problem‑Solving Ability: Demonstrated skill in identifying issues, evaluating options, and implementing effective solutions.
• Interpersonal Skills: Active listening, social perceptiveness, and a strong service orientation.
• Time Management: Ability to prioritize tasks, manage own schedule, and meet service level agreements.

Preferred Qualifications

• Associate or Bachelor’s degree in Business, Communications, Health Administration, or a related field.
• Experience in higher‑education student services, health‑care patient support, or a closely related sector.
• Familiarity with academic and Title IV regulations, including institutional policies and federal/state compliance.
• Hands‑on experience with arenaflex’s student information system (formerly known as Banner), recruitment platforms (formerly Recruit), and contact‑center technology (formerly Avaya).
• Knowledge of medical terminology, insurance processes, and health‑care billing concepts.
• Understanding of HIPAA regulations and best practices for protecting PHI.
• Bilingual proficiency in English and Spanish is highly desirable.

Core Skills & Competencies

• Complex Problem Solving: Ability to dissect multifaceted issues and devise actionable solutions.
• Active Listening: Fully engage with callers, ask clarifying questions, and confirm understanding before responding.
• Effective Speaking: Articulate information in a clear, friendly, and professional manner.
• Service Orientation: Proactively seek opportunities to assist students and patients, anticipating needs before they arise.
• Social Perceptiveness: Recognize emotional cues and adapt communication style accordingly.
• Self‑Direction: Work independently while contributing positively to team dynamics.
• Deductive Reasoning: Apply general policies to specific scenarios to produce logical outcomes.

Physical Requirements & Work Environment

• Clear speech and strong listening abilities to ensure accurate communication.
• Near‑vision acuity for reading computer screens, forms, and documentation.
• Ability to sit for extended periods while using a computer, headset, and telephone equipment.
• Flexibility to work occasional evenings or weekends to meet service demands.
• Home office must meet arenaflex’s security and privacy standards, including a reliable internet connection and a quiet workspace.

Compensation, Benefits & Perks

arenaflex offers a competitive hourly wage commensurate with experience, along with a comprehensive benefits package that includes:

• Full health, dental, and vision coverage.
• Retirement savings plan with employer matching contributions.
• Generous paid time off, holidays, and sick leave.
• Tuition assistance and professional development reimbursements.
• Employee assistance program (EAP) for personal and family support.
• Remote‑work stipend for home office equipment and internet expenses.
• Opportunities for career advancement within arenaflex’s expansive education and health‑care networks.

Career Growth & Learning Opportunities

At arenaflex, we invest in our people. As a Customer Service Representative I, you will have access to:

• Structured onboarding and continuous training on arenaflex’s ERP, CRM, and EMR platforms.
• Mentorship programs pairing you with seasoned professionals in student services and health‑care administration.
• Cross‑functional projects that broaden your skill set and expose you to leadership pathways.
• Certification support for industry‑standard credentials such as Certified Customer Service Professional (CCSP) or Health‑Care Customer Service (HCCS).
• Regular performance reviews with clear development plans and promotion tracks.

Culture & Values at arenaflex

arenaflex prides itself on an inclusive, collaborative culture where every voice matters. Our core values guide daily interactions:

• Integrity: We act with honesty and uphold the highest ethical standards.
• Innovation: We embrace new ideas, technology, and continuous improvement.
• Collaboration: We work together across departments to achieve shared goals.
• Service Excellence: We place students and patients at the heart of everything we do.
• Diversity & Inclusion: We celebrate differences and foster a welcoming environment for all.

Application Process

If you are passionate about helping students succeed and patients receive compassionate care, we invite you to join arenaflex’s dedicated support team. To apply, click the link below, submit your resume, and tell us why you are the perfect fit for this role.

Apply Job!

Closing Statement

arenaflex is an equal‑opportunity employer. We consider all applicants without regard to race, color, religion, creed, age, sex, sexual orientation, gender identity, genetic information, disability, veteran status, or any other legally protected characteristic. Join us and become part of a community that values growth, compassion, and excellence.