Experienced Customer Service Representative – Healthcare Patient Access & Support Services at arenaflex SoLé Mia

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Join arenaflex: Transforming Patient Care in North Miami & Surrounding Communities

Are you passionate about delivering exceptional customer experiences in a healthcare setting? Do you thrive in fast-paced environments where your communication skills can make a real difference in patients' lives? If so, arenaflex invites you to join our dynamic team at our state-of-the-art SoLé Mia facility, opening September 2025 in North Miami, Aventura, and surrounding communities.

At arenaflex, we are committed to bringing world-class academic medicine to our local communities. Our SoLé Mia location will feature expert physicians representing a comprehensive range of medical specialties, including the prestigious NCI-designated Comprehensive Cancer Center, the nation's top-ranked eye hospital, renowned urologic treatments, and nationally recognized neurology and neurosurgery programs. As a Customer Service Representative 3, you will be an integral part of our Patient Access department, serving as the first point of contact for patients and families seeking exceptional healthcare services.

This is an exciting opportunity to be part of a groundbreaking healthcare initiative that will transform how residents of North Miami, Aventura, and neighboring areas access high-quality medical care. Join arenaflex and become part of a legacy of excellence in patient service, medical innovation, and community health.

Position Overview: Customer Service Representative 3 – Patient Access

As a Customer Service Representative 3 at arenaflex SoLé Mia, you will play a pivotal role in ensuring positive patient experiences from the very first interaction. You will receive, review, and address a wide variety of inquiries, including complaints, requests for information, service requests, and follow-up on patient concerns. Your responsibilities will span multiple communication channels including face-to-face interactions, email, fax, telephone, and regular mail.

This position requires a professional with exceptional interpersonal skills, the ability to handle confidential information with the utmost discretion, and a commitment to resolving patient concerns efficiently and effectively. You will serve as a crucial link between patients and our medical teams, ensuring that every interaction reflects arenaflex's dedication to compassionate, patient-centered care.

Key Responsibilities

• Patient Inquiry Management: Receive, address, and respond to general inquiries, requests for service and support, and patient complaints with professionalism and empathy. Ensure each patient feels heard, valued, and respected throughout their interaction with arenaflex.
• Issue Resolution & Research: Conduct thorough research on all inquiries to address any issues or concerns comprehensively. Analyze patient problems, identify root causes, and develop appropriate solutions or responses. Refer concerns to other service areas and departments for follow-up when necessary, ensuring seamless coordination of patient care.
• Problem Solving: Resolve routine and basic problems independently, communicating clear solutions or requested information to patients. Verify that appropriate changes and resolutions have been finalized and meet patient expectations. Document all resolution steps for continuous improvement.
• Documentation & Record Keeping: Maintain accurate records of all customer interactions, recording details of inquiries, complaints, comments, and final resolutions in the applicable database. Ensure compliance with all documentation standards and regulatory requirements.
• Escalation Management: Identify and escalate unresolved customer grievances to department leadership for further review when initial resolution attempts are unsuccessful. Collaborate with supervisors to develop strategies for handling complex patient concerns.
• Confidentiality & Compliance: Review and process confidential patient information with discretion and in accordance with HIPAA regulations and arenaflex policies. Maintain the highest standards of patient privacy and data protection at all times.
• Policy Adherence: Adhere to arenaflex and unit-level policies and procedures, demonstrating a commitment to operational excellence. Safeguard arenaflex assets and maintain professionalism in all interactions.
• Continuous Improvement: Participate in ongoing training and development opportunities to enhance job performance. Stay current with best practices in healthcare customer service and contribute to process improvements within the department.

Essential Qualifications

• Education: High School diploma or equivalent required. An associate's or bachelor's degree in healthcare administration, communications, or a related field is preferred and may be considered in lieu of some experience.
• Experience: Minimum of 3 years of relevant customer service experience in a healthcare, hospitality, or service-oriented environment. Prior experience in a medical office, hospital setting, or patient access department is highly desirable.

Knowledge, Skills, and Competencies

• Communication Excellence: Exceptional ability to communicate effectively in both oral and written form. Demonstrated success in conveying complex information clearly and professionally to diverse patient populations.
• Problem-Solving Abilities: Strong capacity to recognize, analyze, and solve a variety of problems quickly and efficiently. Excellent critical thinking skills with the ability to make sound decisions under pressure.
• Confidentiality & Discretion: Proven ability to process and handle sensitive and confidential information with the highest level of discretion, integrity, and professionalism.
• Flexibility & Availability: Willingness and ability to work evening, night, and weekend shifts as necessary to meet operational needs. Adaptability to changing schedules and dynamic work environments.
• Technical Proficiency: Proficiency in computer software, including Microsoft Office applications (Word, Excel, Outlook, Teams). Experience with electronic health records (EHR) systems and patient management software is a plus.
• Interpersonal Skills: Strong customer service orientation with the ability to remain calm and composed when dealing with upset or frustrated patients. Demonstrated empathy and compassion in all interactions.
• Attention to Detail: Excellent organizational skills and meticulous attention to accuracy in documentation, data entry, and follow-up activities.
• Team Collaboration: Ability to work effectively as part of a team and collaborate with colleagues across multiple departments to ensure seamless patient experiences.

Preferred Qualifications

• Previous experience in an academic medical center or large healthcare system


• Knowledge of medical terminology and insurance verification processes


• Bilingual proficiency (English/Spanish) is highly desirable given the diverse patient population we serve


• Certified Customer Service Professional (CCSP) or equivalent certification


• Experience with Meditech, Epic, or other major healthcare information systems

Career Growth & Development Opportunities

At arenaflex, we believe in investing in our employees' professional growth and development. As a Customer Service Representative 3, you will have access to a wide range of career advancement opportunities within our expanding healthcare system. We offer comprehensive training programs, mentorship initiatives, and professional development resources to help you build a rewarding career in healthcare administration.

Our commitment to internal promotion means that dedicated employees have the opportunity to advance into supervisory roles, specialize in areas such as patient advocacy or insurance coordination, or transition into other departments throughout arenaflex's extensive network of facilities. With the opening of our SoLé Mia location and continued expansion, the possibilities for career growth are virtually unlimited.

Work Environment & Culture

Join a team that values excellence, compassion, and innovation. At arenaflex, you'll work alongside dedicated healthcare professionals who share your commitment to providing outstanding patient care. Our SoLé Mia facility offers a modern, state-of-the-art work environment designed to support both employee well-being and operational efficiency.

We foster a culture of inclusivity, collaboration, and continuous improvement, where every team member's contributions are valued and recognized. Our supportive work environment encourages open communication, creative problem-solving, and a patient-first approach in everything we do. You'll be part of a team that celebrates diversity and is committed to serving our community with dignity and respect.

Compensation & Benefits

arenaflex offers competitive salaries commensurate with experience and qualifications. We provide a comprehensive benefits package that includes:

• Medical, dental, and vision insurance coverage


• Life insurance and disability protection


• Generous paid time off (PTO) and holiday schedule


• Tuition remission programs for employees and their dependents


• Retirement savings plan with employer matching


• Employee assistance program (EAP) for personal and professional challenges


• Professional development and continuing education opportunities


• Wellness programs and fitness center discounts


• Employee recognition and reward programs

Why Choose arenaflex?

arenaflex-University of Miami Health System is South Florida's only university-based health system, providing leading-edge patient care powered by groundbreaking research and medical education. As an academic medical center, we are proud to serve South Florida, Latin America, and the Caribbean with distinction.

Our physicians represent more than 100 specialties and subspecialties, and we have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research, and patient care. When you join arenaflex, you become part of an organization that is shaping the future of healthcare while making a meaningful impact in our community today.

Equal Opportunity Employment

arenaflex is an Equal Opportunity Employer. We are committed to fostering a diverse and inclusive workplace where all employees and applicants are protected from discrimination based on categories protected by Federal law. We encourage individuals from all backgrounds, including Females, Minorities, Protected Veterans, and Individuals with Disabilities, to apply and join our team.

Ready to Make a Difference?

If you are dedicated to delivering exceptional customer service in a healthcare setting and want to be part of something truly special, we invite you to apply for the Customer Service Representative 3 position at arenaflex SoLé Mia. This is your opportunity to join a team that is transforming healthcare delivery in our community while building a fulfilling and meaningful career.

We look forward to receiving your application and learning how you can contribute to our mission of providing world-class healthcare with compassion and excellence. Apply today and take the first step toward an exciting career with arenaflex!

Position Status: Full-Time

Employee Type: Staff

Pay Grade: H4