Experienced Customer Service Representative – Delivering Exceptional Student and Patient Experiences in a Dynamic Higher Education and Healthcare Environment

Introduction to blithequark At blithequark, we are passionate about providing exceptional service to our students and patients. As a not-for-profit, independent institution, we have built a reputation for academic excellence and innovation since our founding in 1964. Our commitment to delivering seamless and personalized experiences has earned us a loyal community of students, faculty, and staff. We are now seeking a highly skilled and dedicated Customer Service Representative to join our team and contribute to our mission of making blithequark the preeminent place to live, work, study, and grow. Job Overview We are excited to offer a unique opportunity for a Customer Service Representative to work from home within the tri-county area, upon completion of on-site training. As a key member of our team, you will play a vital role in ensuring the delivery of exceptional student and patient experiences across a broad range of processes, applications, and customer touchpoints. Your expertise in customer service, communication, and problem-solving will be essential in addressing students' and patients' inquiries, resolving issues, and providing support throughout their journey with blithequark. Key Responsibilities Support the achievement of key metrics by delivering seamless and exceptional student and patient experiences across various channels, including voice, email, web chats, texts, and faxes. Assist students with admissions, enrollment, registration, and financial aid processes, addressing their reasons for inquiry, answering questions, and providing support to obtain necessary services. Utilize ERP and/or CRM systems to review prospective and current student records, identifying steps and documents needed to assist students in the enrollment and registration process. Provide general information on academic procedures and processes, such as student onboarding, academic advising, testing, and academic and financial holds. Lead students through enrollment processes, including web registration, creating accounts, program applications, FAFSA, accessing email, transcript requests, setting up payment plans, accessing tax documents, registering for testing, new student informational sessions, and enrollment verifications. Instruct students on navigating the student portal to execute self-service actions, reviewing submitted forms and paperwork for completeness, and ensuring accuracy in registration, advising, and financial aid processes. Route and re-route students to appropriate campus offices and personnel, such as Financial Aid, Academic Advisors, Registrar, and Business Office, for more in-depth information, assistance, and problem resolution. Schedule patient appointments for primary and specialty care physician visits, accessing Electronic Medical Records (EMR) to complete scheduling and registration, confirm appointments, verify information, answer inquiries, and resolve user issues in accordance with established protocols. Identify patients' liability, out-of-pocket expenses, and advise patients of past due balances, coordinating referrals and insurance requirements to ensure maximum benefits for services. Assure regulatory and compliance requirements follow local payor coverage determinations, ensuring accurate pre-appointment registration and explaining policies, procedures, or services to patients using medical or administrative knowledge. Refer patients to appropriate healthcare services or resources, ensuring compliance with university and departmental policies and procedures, including adherence to the Health Insurance Portability and Accountability Act (HIPAA) to safeguard protected personal and health information (PHI). Essential Qualifications High School Diploma or Equivalent One year of customer service experience Knowledge of customer and personal service principles and processes English language skills, including the structure and content of the English language, meaning and spelling of words, rules of composition, and grammar Clerical skills, including administrative and clerical procedures and systems, such as word processing, managing files and records, designing forms, and other office procedures and terminology Computer skills, including electronic equipment and computer hardware 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 the Health Insurance Portability and Accountability Act (HIPAA) Experience using NextGen and/or Avaya systems Bilingual proficiency in English and Spanish Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Customer Service Representative, you will have access to a range of training and development opportunities, including on-site training, online courses, and workshops. You will also have the chance to work with a talented and dedicated team, sharing knowledge and best practices to deliver exceptional student and patient experiences. Our goal is to provide a supportive and inclusive environment that fosters career growth, innovation, and excellence. Work Environment and Company Culture blithequark is a dynamic and innovative institution that values diversity, equity, and inclusion. We are committed to creating a work environment that is welcoming, respectful, and inclusive of all employees, students, and patients. Our campus is tobacco-free, and we prioritize the health and well-being of our community. As a Customer Service Representative, you will be part of a team that is passionate about delivering exceptional service and making a positive impact on the lives of our students and patients. Compensation, Perks, and Benefits blithequark offers a competitive salary and benefits package, including tuition waiver, retirement plan, excellent medical and dental plans, and more. We also provide a range of perks and benefits, including opportunities for professional development, flexible work arrangements, and access to state-of-the-art facilities and technology. Conclusion If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. As a Customer Service Representative at blithequark, you will have the chance to make a real difference in the lives of our students and patients, while also growing and developing your skills and career. Don't miss out on this opportunity to join our dynamic team and contribute to our mission of excellence. Apply now and take the first step towards an exciting and rewarding career at blithequark! Apply for this job