Customer Service Representative I - NCC - 994043 ** work from home within the Tri-County area, upon completion of onsite training **

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 and welfare of 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.

Primary Purpose:

Delivers 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 to achieve first contact resolution.

Job Category: Non-Exempt

Hiring Range: 

Pay Basis:  Hourly

Subject to Grant Funding? No  

Essential Job Functions: 

1. 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.

2. 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.

3. 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.

4. Provides general information on academic procedures and processes such as student onboarding, academic advising next steps, testing, and academic and financial holds.

5. 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.

6. 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.

7. 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.

8. 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.

9. 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.

10. Identifies patient’s liability, out of pocket expenses, and advise patients of past due balance.

11. Coordinates referrals and insurance requirements by obtaining and/or confirming patient information to ensure the patient receives maximum benefits for services.

12. Assures regulatory and compliance requirements follow local payor coverage determinations.

13. Ensures accurate pre-appointment registration.

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

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

16. 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).

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

18. Refers patients to appropriate health care services or resources; refers unresolved customer grievances to designated departments for further investigation.

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

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

21. Completes special projects as assigned.

22. Performs other duties as assigned or required.

Job Requirements: 

Required Certifications/Licensures: 

Preferred Qualifications:  1. Associate or Bachelor's degree.
2. One year of customer service experience in higher education, student services, and/or healthcare, or closely related experience.
3. Knowledge of all academic and Title IV programs, policies and procedures including institutional policies and federal and state regulations.
4. Experience using Banner, Recruit and/or Avaya systems.
5. Knowledge of medical terminology and terminology used by insurance and managed care health plans.
6. Knowledge of Health Insurance Portability & Accountability Act (HIPAA).
7. Experience using NextGen and/or Avaya systems.
8. Bilingual Proficient in English and Spanish.

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.

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.