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Customer Service Lead - NCC - 991676 ** Internal to Department Only **
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Job Number: 506453
Work Type: Full Time with Full Benefits
Location: Fort Lauderdale-Davie, Florida
Department: NSU Contact Center
Categories: Call Center & Engagement Services
| About Us: |
We are excited that you are considering joining Nova Southeastern 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, age, sex, sexual orientation, gender identity or expression, genetic information, disability, political affiliation or belief, national origin, marital or veteran status or any other legally protected status. |
| Job Title: | Customer Service Lead - NCC - 991676 ** Internal to Department Only** |
| Location: | Fort Lauderdale-Davie, Florida |
| Work Type: | Full Time with Full Benefits |
| Job Category: | Exempt |
| Hiring Range: | |
| Pay Basis: |
Annually |
| Subject to Grant Funding?: | No |
| Essential Job Functions: | 1. Acts as a primary liaison to clinic and academic administration. 2. Serves as trainer, quality observer, and preceptor for junior employees, while performing the duties of a customer service agent. 3. Supports achievement of key metrics to ensure staff delivers 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. 4. Monitors real-time service levels, queue volume, and agent availability to support service level targets. 5. Provides guidance and manages escalated interactions following established protocols to ensure patient safety and data integrity. 6. Provides feedback and coaching in real time to each team member in support of their adherence and productivity goals. 7. Provides technical guidance to others on a frequent basis and "rounds" with employees in the team. 8. Facilitates training, knowledge transfer and at-the-elbow support skills as a role model and subject matter expert (SME). 9. Identifies system and workflow improvements to enhance team efficiency; assists in investigation and determination of causes for customer complaints and performance deficiencies and suggests corrections. 10. Uses software to answer, coordinate, track, and monitor interactions across multiple channels of communication. 11. Keeps records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. 12. Explains/clarifies policies, procedures, or services with regards to patient scheduling, admissions, enrollment, registration and/or financial aid to customer service representatives. 13. 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. 14. Explains policies, procedures, or services to patients using medical or administrative knowledge. 15. Refers unresolved customer grievances to designated departments for further investigation. 16. Checks to ensure that appropriate actions were taken to resolve customers' problems. 17. Demonstrates University's core values and service values in all interactions. 18. Attends meetings, educational conferences, and training workshops and serves on committees. 19. Ensures compliance with university and departmental policies and procedures, including compliance with Health Insurance Portability and Accountability Act (HIPAA) to always safeguard protected health information (PHI). 20. Completes special projects as assigned. 21. Performs other duties as assigned or required. |
| Marginal Job Functions: | 1. 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. 2. 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. 3. Identifies patient’s liability, out-of-pocket expenses, and advise patients of past due balances. 4. Refers patients to appropriate health care services or resources. |
| Required Knowledge, Skills, & Abilities: | Knowledge: 1. Personnel and Human Resources - Working knowledge of principles and procedures for personnel recruitment, selection, and training. 2. Customer and Personal Service - Thorough knowledge of principles and processes for providing customer and personal services. 3. 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. 4. Clerical - General knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology. 5. Computers and Electronics - General knowledge of electronic equipment and computer hardware. Skills: 1. Complex Problem Solving – Proficient skills in identifying complex problems and reviewing related information to develop and evaluate options and implement solutions. 2. Active Listening - Advanced 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. 3. Speaking - Advanced skills in talking to others to convey information effectively. 4. Service Orientation - Advanced skills in actively looking for ways to help people. 5. Social Perceptiveness - Proficient skills in being aware of others' reactions and understanding why they react as they do. 6. Time Management - Proficient skills in managing one's own time and the time of others. 7. Monitoring - Basic skills in monitoring / assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action. 8. 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. Inductive Reasoning - The ability to combine pieces of information to form general rules or conclusions (including finding a relationship among seemingly unrelated events). 5. Written Comprehension & Expression - The ability to read, understand, and communicate information and ideas in writing so others will understand. Physical Requirements and Working Environment: 1. Speech Recognition - Must be able to identify and understand the speech of another person. 2. Speech Clarity - Must be able to speak clearly so others can understand you. 3. Near Vision - Must be able to see details at close range (within a few feet of the observer). 4. Travel - Must be able to travel on a daily and/or overnight basis. 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. 7. May be required to accomplish job duties using various types of equipment/supplies, to include but not limited to pens, pencils, and computer keyboards. |
| Job Requirements: | |
| Required Certifications/Licensures: | |
| Required Education: | High School Diploma or Equivalent |
| Major (if required): | |
| Required Experience: | 1. Three (3) or more years of customer service experience. 2. Two (2) or more years of healthcare and/or academic customer service experience. |
| Preferred Qualifications: | 1. Associate or bachelor’s degree. 2. Knowledge of medical terminology and terminology used by insurance and managed care health plans. 3. Knowledge of all academic and Title IV programs, policies, and procedures, including institutional policies and federal and state regulations. 4. Knowledge of Health Insurance Portability & Accountability Act (HIPAA). 5. Experience using NextGen and/or Avaya systems. 6. Experience using NetSearch, Banner, Recruit and/or Avaya systems. 7. Bilingual (Proficiency English - Spanish). |
| Is this a safety sensitive position? | No |
| Background Screening Required? | Yes |
| Pre-Employment Conditions: |
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| 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. |
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Applications close: Eastern Standard Time