Experienced Customer Service Representative I – careerzynith – Tri-County Remote Opportunity

• *Job Summary:**

Join careerzynith, a renowned institution dedicated to academic excellence and innovation, as a Customer Service Representative I. In this exciting role, you will provide exceptional front-line customer assistance and troubleshooting to new and returning patients, students, parents, and staff, addressing inquiries or issues regarding admissions, enrollment, registration, financial aid, student records, patient care activities, accurate appointment scheduling, and pre-registration services. As a key member of our team, you will be responsible for delivering a seamless, exceptional student and patient experience across various processes, applications, and customer touch points.

• *About careerzynith:**

careerzynith is a not-for-profit, independent university with a rich history dating back to 1964. Our institution is committed to providing a comprehensive benefits package, including tuition waiver, retirement plan, excellent medical and dental plans, and much more. We care about the health and welfare of our students, faculty, staff, and campus visitors and are a tobacco-free university. Our mission is to create a preeminent place to live, work, study, and grow, and we appreciate your interest in joining our team.

• *Primary Purpose:**

As a Customer Service Representative I, your primary purpose will be to deliver 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.

• *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, 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, 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 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's 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 careerzynith's core values and service values in all interactions.
• Completes special projects as assigned.
• Performs other duties as assigned or required.

• *Job Requirements:**

• Required Certifications/Licensures:
+ None specified
• 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

• *Work Environment and Company Culture:**

As a remote employee, you will have the flexibility to work from home within the Tri-County area, upon completion of onsite training. careerzynith is committed to creating a work environment that is inclusive, diverse, and supportive of all employees. We value our employees' contributions and strive to provide a comprehensive benefits package, including tuition waiver, retirement plan, excellent medical and dental plans, and much more.

• *Career Growth Opportunities and Learning Benefits:**

careerzynith is committed to the growth and development of our employees. We offer a range of training and development opportunities, including on-the-job training, workshops, and conferences. As a Customer Service Representative I, you will have the opportunity to develop your skills and knowledge in customer service, higher education, and healthcare.

• *Compensation, Perks, and Benefits:**

careerzynith offers a competitive salary and a comprehensive benefits package, including tuition waiver, retirement plan, excellent medical and dental plans, and much more. We also offer a range of perks and benefits, including flexible work arrangements, professional development opportunities, and a supportive work environment.

• *How to Apply:**

If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, 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:**

careerzynith is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a work environment that is inclusive, diverse, and supportive of all employees.

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