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

Introduction to blithequark

At blithequark, we are passionate about fostering a culture of excellence, innovation, and inclusivity. As a leading institution in higher education and healthcare, we are committed to providing our students, patients, and employees with an exceptional experience that exceeds their expectations. Our mission is to empower individuals to achieve their full potential, and we believe that our employees play a vital role in helping us achieve this goal. If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we invite you to join our team as a Customer Service Representative I.

Job Summary

The Customer Service Representative I will be responsible for providing exceptional customer service to our students, patients, and faculty members. This role will involve handling a wide range of inquiries, resolving complex issues, and providing support across multiple channels of communication. The successful candidate will be expected to work in a fast-paced environment, prioritize tasks effectively, and maintain a high level of professionalism and courtesy at all times. As a key member of our team, you will play a critical role in ensuring that our customers receive a seamless and exceptional experience.

Key Responsibilities

• Support the achievement of key metrics by delivering exceptional customer service across multiple channels of communication, including voice, email, web chats, texts, and faxes.
• Address student inquiries, answer questions, and provide support with admissions, enrollment, registration, and financial aid processes.
• Use ERP and/or CRM systems to review prospective and current student records, identify steps and documents needed, and assist students in the enrollment and registration process.
• Provide general information on academic procedures and processes, including student onboarding, academic advising, testing, and academic and financial holds.
• Lead 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.
• Instruct students on navigating the student portal to execute self-service actions, review submitted forms and paperwork for completeness, and route students to appropriate campus offices and personnel for further assistance.
• Schedule patient appointments for primary and specialty care physician visits, access Electronic Medical Records (EMR) to complete scheduling and registration, confirm appointments, verify information, answer inquiries, and resolve user issues.
• Identify patient liability, out-of-pocket expenses, and advise patients of past due balances, coordinate referrals and insurance requirements, and ensure regulatory and compliance requirements are met.
• Ensure accurate pre-appointment registration, explain policies, procedures, or services to patients using medical or administrative knowledge, and refer patients to appropriate healthcare services or resources.
• Demonstrate blithequark's core values and service values in all interactions, complete special projects as assigned, and perform other duties as required.

Essential Qualifications

• High school diploma or equivalent required.
• One year of customer service experience required.
• Knowledge of customer and personal service principles and processes, English language, and clerical procedures and systems.
• Working knowledge of electronic equipment and computer hardware, including telephony software and ERP and/or CRM systems.
• Proficient skills in complex problem-solving, active listening, speaking, service orientation, social perceptiveness, time management, and self-direction.
• Ability to listen to, understand, and communicate information and ideas presented through spoken words and sentences, as well as read, understand, and communicate information and ideas in writing.

Preferred Qualifications

• Associate or Bachelor's degree preferred.
• 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 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 I, you will have access to a range of training and development opportunities, including on-the-job training, workshops, and conferences. You will also have the opportunity to work with a talented and diverse team of professionals who are passionate about delivering exceptional customer service. If you are looking for a challenging and rewarding role that offers opportunities for career advancement, we encourage you to apply.

Work Environment and Company Culture

blithequark is a dynamic and inclusive workplace that values diversity, equity, and inclusion. We are committed to creating a work environment that is respectful, supportive, and empowering for all employees. Our company culture is built on a set of core values that include excellence, innovation, integrity, and teamwork. We believe that our employees are our greatest asset, and we are committed to providing them with a positive and productive work environment that supports their well-being and success.

Compensation, Perks, and Benefits

blithequark offers a competitive compensation package that includes a range of perks and benefits, including health insurance, retirement plans, paid time off, and tuition reimbursement. We also offer a range of employee recognition and reward programs that recognize and reward outstanding performance and contributions. If you are looking for a role that offers a competitive compensation package and a range of perks and benefits, we encourage you to apply.

Conclusion

If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we invite you to join our team as a Customer Service Representative I. This is a unique opportunity to work in a dynamic and inclusive workplace that values diversity, equity, and inclusion. With a range of training and development opportunities, a competitive compensation package, and a positive and productive work environment, this role offers everything you need to succeed and grow in your career. Apply now to take the first step towards an exciting and rewarding career at blithequark.