Customer Service Registration Specialist

JOB SUMMARY:

The Customer Service and Registration (CSR) Specialist position works as a member of the Continuing Professional Development (CPD) team to source details, troubleshoot, and launch in-person and online events across disciplines and programs at MAHEC As the first point of contact for thousands of event registrants, most often by email and phone, CSR Specialists work across multiple state AHEC and MAHEC-specific systems and databases to create and maintain information related to educational events, including customer registrations, payments, evaluations, certifications of course completion, scholarship opportunities, credit hours needed for licensure, and several other key event details.

SPECIFIC RESPONSIBILITIES:

• Receive PIT (Program Information Template) from Program Logistics Specialists and Continuing Education Planners for each CPD event, review for accuracy and key information, enter all information into appropriate systems and databases ensuring that online registration and payment options are set up correctly based on back-end programming that translates to the public facing course catalog. Ongoing detailed communication with the program planners is needed to ensure the success of each CPD event.
• Receive and resolve event participant inquiries received through email, over the phone, or in-person, including general event inquiries and troubleshooting questions / issues with event registration. Maintain a strong working knowledge of the CPD course catalogue for reference, and a close partnership with the CPD team to resolve more intricate event-specific questions.
• Maintain a strong working knowledge of several state AHEC and MAHEC-specific systems and databases to provide in the moment technical assistance to event registrants, including tracking and referencing registrations across all portals, processing payments, cancellations, refunds, and credits, and delivering information related to course completion and certification. This includes multiple online learning platforms.
• Manage the NCAHEC CASCE database which houses approximately 500,000 customers, including adding and removing personal records, workplace/organizational records, event records, and marketing groups, to ensure accuracy in communicating about upcoming events to the appropriate event alumni.
• Provide a daily deposit of all customer funds to Finance. This necessitates cross checking with all event discount codes and online banking entries in Authorize.net to make sure they balance against the CASCE entries.
• Provide mail list groups for print and email marketing pulled from the CASCE database based on occupations, interest areas, geography, and past attendance to the Marketing team.

This role description is a general description of the essential job functions.  It is not intended to describe all the duties the CSR Specialist may perform.

KEY COMPETENCIES:

• Communication Skills

Effectively and respectably communicate with other individuals, whether it be a colleague, patient, or patient’s family member and appropriately enumerate information in a manner easily understood by all parties. We do this to foster a culture of understanding between all parties, especially in complex and difficult situations, to ultimately provide the best care possible to our patients and their families.

• Decision Making

Ability to make the most appropriate decision in a given situation and then taking the next steps to ensure appropriate and timely completion. This requires conflict resolution skills, critical thinking skills, confidence in your ability to make the right decision in most situations. This also includes ability to prioritize your workday appropriately to ensure the most important tasks are completed on time.

• HealthCare Knowledge

Having the drive to keep yourself abreast and up to date on the new breakthroughs in your area of expertise and communicating them to the rest of the team, as appropriate.  This also includes keeping up with your licensure and yearly training requirements within your area expertise along with MAHEC’s organizational training. Finally, the ability to apply the depth of knowledge maintained and gained through this process in real life scenarios as appropriate.

• Interpersonal Skills

Showing the ability to meet difficult situations with grace, professionalism, and understanding. Within your area of expertise, showing respect and showing empathy where appropriate with your colleagues, patients, and their family at all times, even when its most difficult to do so. This is done, in part, by effective listening, being your authentic self, showing responsibility and dependability, and being patient with others.

• Organizational V