**About arenaflex**
arenaflex is a leading educational institution dedicated to providing a world-class learning experience to its students. With a rich history dating back to 1964, arenaflex has established itself as a premier institution for academic excellence and innovation. Our commitment to providing a seamless, exceptional student and patient experience is at the forefront of everything we do. We are excited to invite highly motivated and customer-focused individuals to join our team as Customer Service Representatives, working from the comfort of their own homes within the tri-county area.
**Job Summary**
As a Customer Service Representative I at arenaflex, you will play a vital role in delivering exceptional student and patient experiences across a broad range of processes, applications, and customer touch points. You will be responsible for providing general information on academic procedures and processes, leading students through enrollment processes, and instructing students on navigating the student portal to execute self-service actions. Additionally, you will schedule patient appointments, access Electronic Medical Records (EMR), and ensure accurate pre-appointment registration. If you are a customer-focused individual with excellent communication skills and a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity.
**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, but not limited to 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 advise 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**
* High School Diploma or Equivalent
* One (1) year of customer service experience
* Excellent communication and interpersonal skills
* Ability to work in a fast-paced environment and adapt to changing priorities
* Strong problem-solving and analytical skills
* Ability to maintain confidentiality and handle sensitive information
* Proficient in using computer software and systems, including ERP and CRM systems
* Ability to work independently and as part of a team
**Preferred 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
**Skills and Competencies**
* Complex Problem Solving: Proficient skills in identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
* Active Listening: Proficient skills in 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: Proficient skills in talking to others to convey 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, as well as working well within teams.
**Physical Requirements and Working Environment**
* Speech Recognition: Must be able to identify and understand the speech of another person.
* Speech Clarity: Must be able to speak clearly so others can understand you.
* Near Vision: Must be able to see details at close range (within a few feet of the observer).
* Travel: Must be able to travel on a daily and/or overnight basis.
* May be required to work nights or weekends.
* May be exposed to short, intermittent, and/or prolonged periods of sitting and/or standing in performance of job duties.
* May be required to accomplish job duties using various types of equipment/supplies, to include but not limited to pens, pencils, and computer keyboards.
**Career Growth Opportunities and Learning Benefits**
As a Customer Service Representative I at arenaflex, you will have the opportunity to grow and develop your skills in a dynamic and supportive environment. We offer a comprehensive training program to ensure your success, as well as ongoing opportunities for professional development and advancement. Our team is committed to helping you achieve your career goals and providing a supportive and inclusive work environment.
**Work Environment and Company Culture**
arenaflex is a tobacco-free university and is committed to providing a safe and healthy work environment for all employees. We offer a comprehensive benefits package, including tuition waiver, retirement plan, excellent medical and dental plans, and much more. Our team is dedicated to delivering exceptional student and patient experiences, and we are looking for like-minded individuals to join our team.
**Compensation, Perks, and Benefits**
arenaflex offers a competitive hourly rate, comprehensive benefits package, and opportunities for professional growth and development. We are committed to providing a supportive and inclusive work environment, and we offer a range of perks and benefits to support your well-being and success.
**Conclusion**
If you are a customer-focused individual with excellent communication skills and a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity. As a Customer Service Representative I at arenaflex, you will have the opportunity to grow and develop your skills in a dynamic and supportive environment. We look forward to hearing from you and exploring how you can contribute to our team's mission to deliver exceptional student and patient experiences.
**How to Apply**
To apply for this exciting opportunity, please visit our website and submit your application. We look forward to hearing from you and exploring how you can contribute to our team's mission to deliver exceptional student and patient experiences.
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