Customer Service Representative - NCC - 994784**Remote work in Broward, Dade, Palm

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.

• 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 address student inquiries, answer questions, and assist students in obtaining needed services.
• 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, 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 the student portal to execute self-service actions; reviews submitted forms and paperwork for completeness 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 advises patients of past‑due balances.
• 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 they relate to personal information, adherence to Health Insurance Portability and Accountability Act (HIPAA) to 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.

• 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 meaning, spelling, rules of composition, and grammar.
• Clerical – Working knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing…