Nova Southeastern University · 1 month ago
Customer Service Representative I - NCC - 999134 ** Remote work only in Broward, Dade, Palm Beach and Lee County**
United States
Full-time
Remote
Entry Level
$18.25/hr - $18.25/hr
1+ years expNova Southeastern University (NSU) is a not-for-profit, independent university known for its academic excellence and innovation. They are seeking a Customer Service Representative I to provide exceptional front-line customer assistance and troubleshooting for students, patients, and staff, addressing inquiries related to admissions, enrollment, and patient care activities.
EducationHigher EducationNon Profit
Responsibilities
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
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
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
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, 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
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
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
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’s liability, out of pocket expenses, and advise 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 Health Insurance Portability and Accountability Act (HIPAA) to always safeguard protected personal and health information (PHI)
Uses telephony software to answer, coordinate, track, and monitor interactions across multiple channels of communication
Refers patients to appropriate health care services or resources; 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
Qualification
Required
High School Diploma or Equivalent
One (1) year of customer service experience
General knowledge of principles and processes for providing customer and personal services
General knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar
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
Working knowledge of electronic equipment and computer hardware
Proficient skills in identifying complex problems and reviewing related information to develop and evaluate options and implement solutions
Proficient 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
Proficient skills in talking to others to convey information effectively
Proficient skills in actively looking for ways to help people
Basic skills in being aware of others' reactions and understanding why they react as they do
Proficient skills in managing one's own time and the time of others
Proficient skills in motivating oneself to work independently, as well as working well within teams
The ability to listen to, understand, and communicate information and ideas presented through spoken words and sentences so others will understand
The ability to tell when something is wrong or is likely to go wrong
The ability to apply general rules to specific problems to produce answers that make sense
The ability to read, understand, and communicate information and ideas in writing so others will understand
Must be able to identify and understand the speech of another person
Must be able to speak clearly so others can understand you
Must be able to see details at close range (within a few feet of the observer)
Must be able to travel on a daily and/or overnight basis
May be required to work nights or weekends
May be exposed to short, intermittent, and/or prolonged periods of sitting and/or standing in performance of job duties
May be required to accomplish job duties using various types of equipment/supplies, to include but not limited to pens, pencils, and computer keyboards
Preferred
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 Health Insurance Portability & Accountability Act (HIPAA)
Experience using NextGen and/or Avaya systems
Bilingual Proficient in English and Spanish
Benefits
Competitive salaries
Comprehensive benefits package including tuition waiver
Retirement plan
Excellent medical and dental plans
Company
Nova Southeastern University
Nova Southeastern University is a nonprofit, independent research university offering undergraduate, graduate, and professional degrees.
1001-5000 employees
H1B Sponsorship
Nova Southeastern University has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (22)
2024 (21)
2023 (10)
2022 (16)
2021 (19)
2020 (11)
Funding
Current Stage
Late StageTotal Funding
$4.75MKey Investors
Community Foundation of BrowardHealth Foundation of South Florida
2025-06-26Grant· $0.45M
2023-02-15Grant· $1M
2022-02-22Grant· $0.3M
Leadership Team
Marilyn Gardner
Program Professor & Education Enterprise Associate
Theoharis Theoharides
Executive Director, Center of Excellence for Neuroinflammation Research, NSU
Recent News
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