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Welcome to NSU! Nova Southeastern University offers competitive salaries, a comprehensive benefits package including tuition waiver, retirement plan, excellent medical and dental plans and much more! Thank you for considering Nova Southeastern University as your future place of employment. Nova Southeastern University is an equal opportunity employer.

 

       

 

       

Customer Service Rep I - PEC

Apply Now Job Number: 496779
Work Type: Full Time with Full Benefits
Location: Fort Lauderdale-Davie, Florida
Categories: Administrative / Office Support

About Us:

We are excited that you are considering joining Nova Southeastern University!


Nova Southeastern University (NSU) was founded in 1964, and is a not-for-profit, independent university with a reputation for academic excellence and innovation. Nova Southeastern University offers competitive salaries, a comprehensive benefits package including tuition waiver, retirement plan, excellent medical and dental plans and much more. NSU cares about the health, welfare and its students, faculty, staff, and campus visitors and is a tobacco-free university.

We appreciate your support in making NSU the preeminent place to live, work, study and grow. Thank you for your interest in a career with Nova Southeastern University.

NSU considers applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status or any other legally protected status.

Job Title: Customer Service Rep I - PEC
Location: Fort Lauderdale-Davie, Florida
Work Type: Full Time with Full Benefits
Job Category: Non-Exempt
Hiring Range: $13.25
Pay Basis: Hourly  
Subject to Grant Funding?: No  
Essential Job Functions: 1. Supports achievement of key metrics ensuring delivering of a seamless, exceptional patient experience across a broad range of processes, applications and customer touch points including voice, email, web chats, texts and faxes.

2. 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.

3. Uses 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.

4. Uses software to answer, coordinate, track, and monitor interactions across multiple channels of communication.

5. Keeps records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

6. Identifies patient's liability and the collection of out-of-pocket expenses, including co-payment, deposits, and past due balances.

7. 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 and collection of patient payments.

8. Explains policies, procedures, or services to patients using medical or administrative knowledge.

9. Refers patients to appropriate health care services or resources.

10. Refers unresolved customer grievances to designated departments for further investigation.

11. Checks to ensure that appropriate actions were taken to resolve customers' problems.

12. Demonstrates University's core values and service values in all interactions.

13. Ensures compliance with University and departmental policies and procedures, including compliance with Health Insurance Portability and Accountability Act (HIPAA) to safeguard protected health information (PHI) at all times.

14. Performs other duties as assigned or required.
Marginal Job Functions:  
Required Knowledge, Skills, & Abilities: Knowledge:
1. Customer and Personal Service - Working knowledge of principles and processes for providing customer and personal services.
2. English Language - General knowledge of the structure and content of the English language including the meaning and spelling
Knowledge:
1. Customer and Personal Service - Working knowledge of principles and processes for providing customer and personal services.
2. English Language - General knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
3. Clerical - Working knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology.
4. Computers and Electronics - Working knowledge of electronic equipment and computer hardware.

Skills:
1. Active Listening - Basic 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.
2. Speaking - Proficient skills in talking to others to convey information effectively.
3. Service Orientation - Basic skills in actively looking for ways to help people.
4. Social Perceptiveness - Basic skills in being aware of others' reactions and understanding why they react as they do.
5. Time Management - Basic skills in managing one's own time and the time of others.
6. Self-Direction - Proficient skills in motivating oneself to work independently, as well as working well within teams.

Abilities:
1. Oral Comprehension & Expression - The ability to listen to, understand, and communicate information and ideas presented through spoken words and sentences so others will understand.
2. Problem Sensitivity - The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
3. Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.
4. Written Comprehension & Expression - The ability to read, understand, and communicate information and ideas in writing so others will understand.

Physical Requirements:
1. Near Vision - Must be able to see details at close range (within a few feet of the observer).
2. Speech Recognition - Must be able to identify and understand the speech of another person.
3. Speech Clarity - Must be able to speak clearly so others can understand you.
4. Must be able to wear approved headset during the entire shift.
5. May be required to work nights or weekends.
6. May be exposed to short, intermittent, and/or prolonged periods of sitting and/or standing in performance of job duties.
Job Requirements:  
Required Certifications/Licensures:  
Required Education: High School Diploma or Equivalent
Major (if required):  
Required Experience: One (1) or more years of customer service experience.
Preferred Qualifications: 1. Associate or Bachelor Degree.

2. Knowledge of medical terminology and terminology used by insurance and managed care health plans.

3. Experience using NextGen and/or Avaya systems.

4. Bilingual, with ability to pass a language proficiency assessment within 30 days of hire.
Is this a safety sensitive position? No  
Background Screening Required? Yes  
Pre-Employment Conditions:  
Sensitivity Disclaimer: Nova Southeastern University is in full compliance with the Americans with Disabilities Act (ADA) and does not discriminate with regard to applicants or employees with disabilities, and will make reasonable accommodation when necessary.
   
   

Advertised: Eastern Daylight Time
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