• Answering inquiries from patients regarding account charges, insurance payments and balances due. • Performing a variety of clerical duties such as collecting balances due and recording payments to accounts. • Setting up payment plans when requested by patients. • Maintaining strict confidentiality regarding Patient Health Information (PHI) as well as following HIPAA regulations. • Communicating questions and/or issues to the Lead and Supervisor when necessary.

• The Customer Experience Solutions Specialist (CX Solutions Specialist) plays a key role in shaping and executing the strategy for our core front-of-house technology platforms and CX programs. • This position enhances the resident experience and improves operational efficiency across our communities. • Leveraging expertise in multifamily technology, data-driven insights, and technical acumen, this role optimizes customer-facing platforms to deliver a superior, people-first resident journey. • Additionally, this role helps shape Hawthorne’s voice of customer programs, CRM, survey strategies, and reputation management platforms. • Develop and optimize Hawthorne’s key technology platforms to enhance customer experience and operational efficiency. • Drive product enhancements by prioritizing business needs and staying up to date with the most current product updates and features. • Own the product roadmap for CX platforms, including prioritization, timelines, and feature rollout. • Translate operational and customer needs into clear product requirements and enhancements. • Identify opportunities to streamline workflows and improve system adoption across teams. • Manage survey and reputation strategies and platforms to generate actionable CX insights. • Drive the collection, analysis, and sharing of customer insights to shape strategy and product development. • Monitor trends across feedback channels to proactively identify system gaps or friction points. • Partner with teams to turn insights into actionable improvements within CX platforms. • Serve as the primary subject matter expert for CX platforms (Knock, RentCafe, etc.). • Develop a deep understanding of our customer-facing platforms and technology ecosystem to ensure a holistic approach to customer experience. • Oversee system configuration, setup, and ongoing optimization. • Troubleshoot, analyze, and develop CX platforms to ensure optimal performance. • Lead, train, and participate in technology pilots that support our CX vision. • Respond to and troubleshoot requests submitted through the ticketing system, providing timely resolutions and support across customer experience platforms. • Analyze and report on technology pilots, issues, and CX projects. • Oversee the setup and pilots of CX technologies.

• Accommodation Scheduling & Implementation • Interface with clients, candidates, and internal teams to ensure exceptional service is provided. • Correctly and efficiently execute requests for candidates approved to test with accommodations following client specific guidelines, enabling Accommodation Scheduling team to meet 1 business day KPI. • Work directly with service provider vendors to schedule all ancillary support including readers, recorders, sign language interpreters, and translators per client requirements. • Responsible for coordination with internal teams to ensure all necessary equipment, software, and exam content is prepared and shipped to appropriate test center for exam day. • Communicate all details of exam appointment to Pearson VUE test centers or other external testing locations to ensure site is properly prepared on exam day. • Become a subject matter expert (SME) on test center capacity guidelines to ensure test center efficiency KPIs are met. • Support Contact Center and Channel staff handling accommodations via Accommodation Scheduling Helpdesk lines. • Client Support • Serve as primary contact for clients on accommodation scheduling and implementation inquires. • Receive and manage accommodation approval data from clients, ensuring information is updated accurately, securely, and in a timely manner. • Identify and escalate non-standard requests to Accommodation Review team, ensuring proper implementation of the candidate's accommodation approvals.

Role Description Anovia is seeking an Emergency Call Handling NG911 Support Specialist to provide remote frontline support to our client's customers and partners with their Emergency Call Handling NG911 platforms. The Support Specialist will provide support for public safety software solutions and their components in a fast-paced environment, via phone and email. Components include: - Windows and Linux Servers - Networking - Gateways - Desktop applications - Server hardware - SIP Protocol The ideal candidate brings at least a year of technical support experience, solid grounding in Windows and Linux environments, and a working knowledge of networking and SIP telephony. Above all, we are looking for someone who communicates clearly, stays composed under pressure, and takes ownership of issues through to resolution. Responsibilities include: - Assist our client's customers and partners in resolving issues with their Emergency Call Handling and NG911 platforms. - Create and update tickets throughout their life cycle. - Update all relevant customer, partner, and internal stakeholders on the status of issues. - Escalate issues to the next tier of support when required. - Help maintain the internal Knowledge Base. Qualifications - 1+ year of technical support experience. - Windows Server (2012 and newer). - Linux (CentOS). - Networks and network troubleshooting tools. - Analog and/or Digital Telephony, particularly SIP. - VMware and/or Linux KVM. - HP Server hardware. - Schedule flexibility. - Strong written and oral communication skills (fluent English required). - Strong interpersonal and problem-solving skills. - Ability to handle stressful situations and troubleshoot critical issues. Requirements - Experience with AudioCodes gateways. - HP Server and desktop troubleshooting. - NG911 environments. - ServiceNow. - Windows Desktop Applications. Company Description With over 20 years of expertise in telecommunications outsourcing, Anovia is a trusted support partner to some of the world's most successful Fortune 500 and Fortune 1000 companies. We specialize in workflow and knowledge processes, technical support, helpdesk, and multilingual support services, with over 200 professionals across the globe. At Anovia, you'll collaborate with a skilled, close-knit technical team, engage meaningfully with customers, and play a key role in ensuring system reliability, modernization, and continuous improvement. This is an opportunity to do technically challenging work that genuinely matters. To explore additional career opportunities, visit www.anovia.com/careers . Anovia is an equal opportunity employer.