Experienced Customer Service Representative I - arenaflex - 994043: Delivering Exceptional Patient and Student Experiences in a Dynamic Work Environment

Are you a customer service professional with a passion for delivering exceptional experiences? Do you thrive in a dynamic work environment where no two interactions are the same? Look no further! arenaflex is seeking an experienced Customer Service Representative I to join our team in a full-time, remote position. As a key member of our customer service team, you will play a critical role in delivering seamless, exceptional experiences to patients, students, and staff across a broad range of processes, applications, and customer touch points.

About arenaflex

arenaflex is a leading organization in the education and healthcare sectors, dedicated to providing innovative solutions and exceptional experiences to our customers. With a strong commitment to academic excellence and innovation, we strive to create a supportive and inclusive environment that fosters growth and development for our employees. Our team is passionate about delivering exceptional customer experiences, and we're excited to welcome a talented and motivated individual to join our ranks.

Job Summary

As a Customer Service Representative I, you will be responsible for delivering exceptional front-line customer assistance and troubleshooting to new and returning patients, students, parents, and staff. You will address inquiries or issues regarding admissions, enrollment, registration, financial aid, student records, patient care activities, accurate appointment scheduling, and pre-registration services to achieve first contact resolution. This is a full-time, remote position that offers a competitive compensation package, comprehensive benefits, and opportunities for growth and development.

Key Responsibilities

* Supports achievement of key metrics ensuring delivery of a seamless, exceptional student and patient experience across a broad range of processes, applications, and customer touch points, including voice, email, web chats, texts, and faxes.

• Helps the Admissions, Enrollment, Registration, and Financial Aid processes to address students' reasons for their inquiry, answer questions, and assist with students in obtaining services needed.
• Uses ERP and/or CRM systems to review prospective and current student records to help identify steps and documents needed to assist students in the enrollment and registration process.
• Provides general information on academic procedures and processes, such as student onboarding, academic advising next steps, testing, and academic and financial holds.
• Leads 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.
• Instructs students on navigating the student portal to execute self-service actions; reviews for completeness submitted forms and paperwork required to complete steps in processes related to registration, advising, and financial aid.
• Routes and re-routes students to appropriate campus office and personnel, e.g., Financial Aid, Academic Advisors, Registrar, and Business Office for more in-depth information, assistance, and problem resolution.
• Schedules patient appointments for both primary and specialty care physician visits in accordance with established clinical and insurance requirements to improve access and care coordination.
• Accesses Electronic Medical Records (EMR) to complete scheduling and registration, confirm appointments, verify information, answer inquiries, and resolve user issues in accordance with established protocols to ensure patient safety, compliance, and departmental policies and procedures.
• Identifies patient liability, out-of-pocket expenses, and advises patients of past due balances.
• Coordinates referrals and insurance requirements by obtaining and/or confirming patient information to ensure the patient receives maximum benefits for services.
• Assures regulatory and compliance requirements follow local payor coverage determinations.
• Ensures accurate pre-appointment registration.
• Explains policies, procedures, or services to patients using medical or administrative knowledge.
• Refers patients to appropriate health care services or resources.
• Ensures compliance with university and departmental policies and procedures as it relates to personal information, adherence to Health Insurance Portability and Accountability Act (HIPAA) to always safeguard protected personal and health information (PHI).
• Uses telephony software to answer, coordinate, track, and monitor interactions across multiple channels of communication.
• Refers patients to appropriate health care services or resources; refers unresolved customer grievances to designated departments for further investigation.
• Checks to ensure that appropriate actions were taken to resolve customers' problems.
• Demonstrates University's core values and service values in all interactions.
• Completes special projects as assigned.
• Performs other duties as assigned or required.

Essential 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 Health Insurance Portability & Accountability Act (HIPAA).
• Experience using NextGen and/or Avaya systems.
• Bilingual proficiency in English and Spanish.

Preferred Qualifications

* Two or more years of customer service experience in higher education, student services, and/or healthcare.

• Experience working in a fast-paced, dynamic environment.
• Strong knowledge of academic and Title IV programs, policies, and procedures.
• Experience using electronic medical records (EMR) systems.
• Bilingual proficiency in English and Spanish.

Skills and Competencies

* Excellent communication and interpersonal skills.

• Strong problem-solving and analytical skills.
• Ability to work in a fast-paced, dynamic environment.
• Strong knowledge of academic and Title IV programs, policies, and procedures.
• Experience using electronic medical records (EMR) systems.
• Bilingual proficiency in English and Spanish.
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.
• Ability to maintain confidentiality and handle sensitive information.

Work Environment and Company Culture

arenaflex is committed to creating a supportive and inclusive work environment that fosters growth and development for our employees. We offer a competitive compensation package, comprehensive benefits, and opportunities for growth and development. Our team is passionate about delivering exceptional customer experiences, and we're excited to welcome a talented and motivated individual to join our ranks.

Compensation and Benefits

arenaflex offers a competitive compensation package, including:

• Competitive salary
• Comprehensive benefits package, including health, dental, and vision insurance
• Retirement plan
• Tuition waiver
• Paid time off
• Opportunities for growth and development

How to Apply

If you're a motivated and customer-focused individual with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you!

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a supportive and inclusive work environment that fosters growth and development for our employees.

Sensitivity Disclaimer

arenaflex is in full compliance with the Americans with Disabilities Act (ADA) and does not discriminate with regard to applicants or employees with disabilities and will make reasonable accommodation when necessary. NSU considers applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status or any other legally protected status. This offer from "arenaflex" has been enriched by Jobgether.com and got a 75% flex score. Apply Job! Apply To This Job Apply for this job