Customer Service Representative I - NCC - 994784**Remote work only in Broward, Dade, Palm Beach[...]

Job Category: Non-Exempt Hiring Range: 18.25 Pay Basis: Hourly Subject to Grant Funding? No Primary Purpose Delivers front-line customer assistance and troubleshooting to patients, students, parents, and staff regarding admissions, enrollment, registration, financial aid, student records, patient care activities, appointment scheduling and pre-registration services to achieve first-contact resolution. Essential Job Functions Supports achievement of key metrics ensuring delivery 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 inquiry, answer questions, and assist with obtaining services needed. Uses ERP and/or CRM systems to review prospective and current student records to 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 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 student portal to execute self-service actions; reviews completeness of submitted forms and paperwork required for registration, advising, and financial aid. Routes and re- routes students to appropriate campus office and personnel such as Financial Aid, Academic Advisors, Registrar, and Business Office for more in-depth 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 liability, out-of-pocket expenses, and advises patients of past-due balance. 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 HIPAA to safeguard PHI. Uses telephony software to answer, coordinate, track, and monitor interactions across multiple channels of communication. Refers unresolved customer grievances to designated departments for further investigation. Checks to ensure that appropriate actions were taken to resolve customers’ problems. Demonstrates University’s core values and service values in all interactions. Completes special projects as assigned. Performs other duties as assigned or required. Required Knowledge, Skills & Abilities Customer and Personal Service - General knowledge of principles and processes for providing customer and personal services. 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. 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. Computers and Electronics - Working knowledge of electronic equipment and computer hardware. Skills Complex Problem Solving - Proficient in identifying complex problems and reviewing related information to develop and evaluate options and implement solutions. Active Listening - Proficient in giving full attention to what others are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Speaking - Proficient in talking to others to convey information effectively. Service Orientation - Proficient in actively looking for ways to help people. Social Perceptiveness - Basic in being aware of others’ reactions and understanding why they react. Time Management - Proficient in managing one’s own time and the time of others. Self‑Direction - Proficient in motivating oneself to work independently, as well as working well within teams. Abilities Oral Comprehension & Expression - Ability to listen, understand, and communicate information and ideas presented through spoken words and sentences. Problem Sensitivity - Ability to tell when something is wrong or likely to go wrong. Deductive Reasoning - Ability to apply general rules to specific problems to produce answers that make sense. Written Comprehension & Expression - Ability to read, understand, and communicate information and ideas in writing. Physical Requirements And Working Environment Speech Recognition - Must be able to identify and understand the speech of another person. Speech Clarity - Must be able to speak clearly so others can understand you. Near Vision - Must be able to see details at close range. Travel - Must be able to travel daily and/or overnight. May be required to work nights or weekends. May be exposed to intermittent or prolonged periods of sitting and/or standing in performing job duties. Must be able to accomplish job duties using various equipment such as pens, pencils, and computer keyboards. Required Education High School Diploma or Equivalent Required Experience One (1) year of customer service experience. 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 HIPAA. Experience using NextGen and/or Avaya systems. Bilingual (proficient in English and Spanish). Background Screening Required Yes Is this a safety sensitive position? No Safety and Compliance Nova Southwestern 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 accommodations when necessary. Equal Opportunity Employer NSU is an Equal Opportunity Employer and 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. #J-18808-Ljbffr Nova Southeastern University