Welcome to blithequark
At blithequark, we are passionate about delivering exceptional customer experiences and making a positive impact on the lives of our students and patients. As a leading institution, we are committed to academic excellence, innovation, and providing a supportive environment for our community. We are excited to invite talented and dedicated individuals to join our team as a Customer Service Representative, where you will play a vital role in ensuring seamless interactions with our students and patients.
About the Role
We are seeking an experienced Customer Service Representative to join our team, working from home within the tri-county area after completing onsite training. As a key member of our team, you will be responsible for providing exceptional support to our students and patients, addressing their inquiries, and ensuring a positive experience across various touchpoints, including voice, email, web chats, texts, and faxes. Your expertise will be essential in helping students navigate the admissions, enrollment, registration, and financial aid processes, as well as supporting patients with scheduling appointments, accessing medical records, and resolving issues.
Key Responsibilities:
- Support the achievement of key metrics, ensuring the delivery of exceptional student and patient experiences across various processes and applications
- Address student inquiries, answer questions, and assist with obtaining necessary services, using ERP and/or CRM systems to review prospective and current student records
- 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, create account and program application, FAFSA, accessing email, transcript requests, setting up payment plans, and enrollment verifications
- Instruct students on navigating the student portal to execute self-service actions and review submitted forms and paperwork for completeness
- Route and re-route students to appropriate campus offices and personnel 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, and resolve user issues
- Identify patient liability, out-of-pocket expenses, and advise patients on past due balances, coordinating referrals and insurance requirements to ensure maximum benefits for services
- Ensure accurate pre-appointment registration, explain policies and procedures to patients, and refer them to appropriate healthcare services or resources
- Demonstrate blithequark's core values and service values in all interactions, completing special projects as assigned and performing other duties as required
Essential Qualifications:
To be successful in this role, you will need:
- 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
- Complex problem-solving skills, identifying complex problems and reviewing related information to develop and evaluate options and implement solutions
- Active listening skills, giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
- Speaking skills, talking to others to convey information effectively
- Service orientation skills, actively looking for ways to help people
- Social perceptiveness skills, being aware of others' reactions and understanding why they react as they do
- Time management skills, managing one's own time and the time of others
- Self-direction skills, motivating oneself to work independently, as well as working well within teams
Preferred Qualifications:
While not required, the following qualifications are preferred:
- 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
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 training and development opportunities, enabling you to enhance your skills and knowledge and advance your career. You will be part of a dynamic team, working together to achieve exceptional results and making a positive impact on the lives of our students and patients.
Work Environment and Company Culture
blithequark is a supportive and inclusive environment, where diversity and individuality are valued. We are committed to creating a positive and respectful workplace culture, where employees feel empowered to contribute their best work. As a Customer Service Representative, you will be working from home within the tri-county area after completing onsite training, with opportunities for flexible scheduling and a healthy work-life balance.
Compensation, Perks, and Benefits
blithequark offers a competitive compensation package, including a comprehensive benefits package, tuition waiver, retirement plan, excellent medical and dental plans, and more. We are committed to recognizing and rewarding our employees' hard work and contributions, with opportunities for career advancement and professional growth.
Conclusion
If you are a motivated and customer-focused individual, with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity. As a Customer Service Representative at blithequark, you will be part of a dynamic team, making a positive impact on the lives of our students and patients. Don't miss this chance to join our team and take your career to the next level. Apply now and become a part of the blithequark family!
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