**Join arenaflex's Dynamic Team and Make a Real Impact in Customer Service!**
Are you a customer service enthusiast looking for a challenging and rewarding role? Do you have a passion for delivering exceptional experiences to students, patients, and staff? Look no further! arenaflex is excited to announce an urgent hiring opportunity for a Customer Service Representative I - arenaflex - 994043. As a key member of our team, you will play a vital role in providing seamless, exceptional customer experiences across various channels, including voice, email, web chats, texts, and faxes.
**About arenaflex**
arenaflex is a leading organization in the education and healthcare sectors, dedicated to providing innovative solutions and exceptional customer experiences. With a strong commitment to academic excellence and innovation, arenaflex offers a comprehensive benefits package, including competitive salaries, tuition waiver, retirement plan, excellent medical and dental plans, and much more. Our team is passionate about making a real impact in the lives of our students, patients, and staff, and we're looking for like-minded individuals to join our dynamic team.
**Job Summary**
As a Customer Service Representative I - arenaflex - 994043, 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, and you will have the opportunity to work from home within the tri-county area, upon completion of onsite training.
**Key Responsibilities**
* Supports achievement of key metrics ensuring delivering of a seamless, exceptional student and patient experience across a broad range of processes, applications, and customer touch points.
* Helps the Admissions, Enrollment, Registration, and Financial Aid processes to address student's reason(s) 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 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's liability, out-of-pocket expenses, and advises patients of past due balance.
* 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 Proficient in English and Spanish.
**Preferred Qualifications**
* Experience working in a fast-paced, dynamic environment.
* Strong problem-solving and analytical skills.
* Excellent communication and interpersonal skills.
* Ability to work independently and as part of a team.
* Strong attention to detail and organizational skills.
* Ability to adapt to changing priorities and deadlines.
**What We Offer**
* Competitive salary and benefits package.
* Comprehensive training program to ensure your success.
* Opportunity to work in a dynamic and innovative environment.
* Collaborative and supportive team environment.
* Professional growth and development opportunities.
* Recognition and rewards for outstanding performance.
**How to Apply**
If you're a motivated and customer-focused individual looking for a challenging and rewarding role, we encourage you to apply! Please submit your application today, and join our dynamic team at arenaflex.
**Don't Hesitate, Apply!**
We value a great attitude and a willingness to learn above all. Don't worry if you don't meet every single requirement. Submit your application today, and take the first step towards a rewarding career with arenaflex!