Customer Service Representative - Student Health Insurance

Customer Service Representative

The Customer Service Representative serves as the first point of contact for students, families, and university departments on questions tied to the Student Health Insurance Plan. Position also provides administrative support to the Sr. Manager, Business Operations and liaises with student health insurance carrier and insurance vendors in different administrative support roles.

Position reports to the Sr. Manager, Business Operations.

Primary Duties and Responsibilities:

Administrative Duties

• Provides customer service support to students, families, and university departments.
• Responsible for escalating concerns/issues to administrative personnel.
• Performs other clerical, administrative, and financial support responsibilities as assigned.
• Answer incoming phone calls and direct them to the appropriate staff member when needed.
• Responsible for updating Voice Mail greeting.
• Assists with updating departmental forms, power point presentations and student survey data.
• Assists with submitting communication and website update requests.
• Updates departmental instructions as needed.
• Assists with United Healthcare Student Insurance reconciliation.
• Take detailed messages for the Sr. Manager of Business Operations when necessary.

Student Health Mailbox

• Responsible for assigning all incoming emails to the appropriate person/department.
• Responsible for linking all incoming communications to the student's Salesforce account for proper tracking and reconciliation.
• Review/respond to incoming communications regarding student health insurance (including waivers, student fee inquiries, reinstatements, benefit questions, and dependent, dental, and vision enrollment).
• Responsible for receiving daily insurance roster file.

Student Health Insurance

• First point of contact for all insurance issues for students, including insurance enrollment, verification, claims and payment processing, and other customer service-related issues.
• Serves as a liaison for all correspondence and inquiries pertaining to billing issues and refers student insurance issues to Student Account Services or UMIT when appropriate.
• Responsible for working directly with student health insurance carrier on various tasks including student enrollment, error file, benefits questions, claims issues, and policy terminations.
• First point of contact for students, parents, and other university departments regarding all insurance waiver questions and issues, policy benefits, and enrollment.
• Works directly with Student Health Service administrative personnel to process all approved manual health insurance waivers and insurance reinstatements.
• Responsible for working directly with Student Health Front Desk designated staff to update all insurance information in EPIC for IEP Embassy sponsored students.
• Works directly with student health insurance carrier for all questions regarding dependent, medical students on LOA and Qualifying Life Event enrollment.
• Works directly with student health insurance carrier and vendor to update student and administrative portal information as needed.
• Assists with student health waiver reports as needed.
• Assists with insurance brochure and pamphlet updates.
• Adhere to FERPA and ensure that all student financial records are kept confidential.
• Other duties as assigned.

Education & Work Experience Requirements (Essential Requirements):

• High school diploma or equivalent; associate or bachelor's degree preferred.
• At least three (3) years of related customer service experience.

Knowledge, Skills, and Abilities:

• General knowledge of office procedures and operations.
• Ability to accurately prepare and maintain records, files, reports and correspondence.
• Ability to communicate effectively in both oral and written form.
• Ability to maintain effective interpersonal relationships.
• Ability to process and handle confidential information with discretion.
• Skill in completing assignments accurately and with attention to detail.
• Proficiency in computer software (i.e., Microsoft Office).

The University of Miami is recognized as one of the nation's premier research institutions and academic health systems and is among the largest employers in South Florida.

With more than 20,000 faculty and staff, the University is committed to excellence and guided by a mission to positively impact the lives of students, patients, and communities locally and globally.

We are dedicated to fostering a culture where every individual feels valued and empowered to contribute meaningfully. United by shared values, the University community works together to build an environment defined by purpose, collaboration, and service.

The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.

Job Status: Full time

Employee Type: Staff