About Blithequark
Blithequark is a pioneering institution dedicated to delivering exceptional academic and healthcare experiences. Founded on a commitment to innovation and excellence, we have established ourselves as a leader in providing top-notch services to our students and patients. Our culture is built on a foundation of respect, inclusivity, and a passion for making a positive impact. We are excited to welcome a new team member to our Customer Service team, who will play a crucial role in ensuring seamless and exceptional experiences for our students and patients.
Job Summary
We are seeking an experienced and compassionate Customer Service Representative to join our team at Blithequark. As a Customer Service Representative I - NCC, you will be the primary point of contact for students and patients, providing support across various processes, applications, and customer touchpoints. This is a full-time position with full benefits, offering the opportunity to work from home within the tri-county area after completing on-site training.
Key Responsibilities
- Deliver exceptional student and patient experiences across multiple channels, including voice, email, web chats, texts, and faxes.
- Support Admissions, Enrollment, Registration, and Financial Aid processes, addressing student inquiries, answering questions, and assisting with services needed.
- Utilize ERP and/or CRM systems to review student records, identify steps and documents needed, and assist with enrollment and registration processes.
- 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, and more.
- Instruct students on navigating the student portal, review submitted forms and paperwork, and ensure completeness.
- Route and re-route students to appropriate campus offices and personnel for more in-depth information and assistance.
- Schedules patient appointments, accesses Electronic Medical Records (EMR), and confirms appointments.
- Identify patient liability, out-of-pocket expenses, and advise patients of past due balances.
- Coordinate referrals and insurance requirements, ensuring regulatory and compliance requirements.
- Ensure accurate pre-appointment registration and explain policies, procedures, or services to patients.
- Refer patients to appropriate healthcare services or resources and ensure compliance with university and departmental policies.
- Use telephony software to answer, coordinate, track, and monitor interactions across multiple channels.
- Refer unresolved customer grievances to designated departments and check to ensure actions were taken to resolve customers' problems.
- Demonstrate Blithequark's core values and service values in all interactions.
- Complete special projects as assigned and perform other duties as required.
Requirements and Qualifications
Essential Qualifications:
- High School Diploma or Equivalent required.
- One (1) year of customer service experience.
- Knowledge of customer and personal service principles and processes.
- General knowledge of the English language, including structure, content, and grammar.
- Working knowledge of administrative and clerical procedures and systems.
Preferred Qualifications:
- Associate or Bachelor's degree.
- One year of customer service experience in higher education, student services, and/or healthcare.
- Knowledge of academic and Title IV programs, policies, and procedures.
- 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.
Skills and Competencies
- Complex Problem Solving: Proficient skills in identifying complex problems and evaluating options.
- Active Listening: Proficient skills in giving full attention to others and understanding their points.
- Speaking: Proficient skills in conveying information effectively.
- Service Orientation: Proficient skills in actively looking for ways to help people.
- Social Perceptiveness: Basic skills in being aware of others' reactions and understanding why they react as they do.
- Time Management: Proficient skills in managing one's own time and the time of others.
- Self-Direction: Proficient skills in motivating oneself to work independently and within teams.
Physical Requirements and Working Environment
- Must be able to identify and understand the speech of another person.
- Must be able to speak clearly so others can understand.
- Must be able to see details at close range.
- May be required to travel on a daily and/or overnight basis.
- May be exposed to short, intermittent, and/or prolonged periods of sitting and/or standing.
What We Offer
At Blithequark, we are committed to providing an exceptional work environment and benefits package, including:
- Competitive salary and hourly pay basis.
- Full benefits package, including medical, dental, and retirement plans.
- Tuition waiver for employees.
- Opportunities for career growth and professional development.
- Flexible work arrangements, including work-from-home options.
- A culture that values diversity, inclusivity, and respect.
How to Apply
If you are a motivated and compassionate individual who is passionate about delivering exceptional experiences, we encourage you to apply for this exciting opportunity at Blithequark. Please submit your application, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you!
Blithequark is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans.
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