Customer Service Representative I - NCC - 999858 ** Remote Work after completion of in-office 90-day Orientation. Remote work only in Broward, Dade, West Palm Beach, and Lee County.**

We need to output HTML fragment with headings

for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. Must not repeat job title. Must not include Job ID etc. Must preserve all substantive info, remove boilerplate (EEO, etc). Must not create sections with placeholder text. We need to parse the posting. First part: "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." That's generic intro, maybe "About the role"? Actually it's about the university, not role. Could be "About the role" but it's generic. However we need to include only sections with real specific content. The intro is not specific to role; but maybe we can treat as "About the role"? The instruction: "Use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." So we can include About the role if there is content describing the role. The intro is about NSU, not role. But we could still include as About the role? Might be considered filler. Better to skip About the role if no specific role description. However we have "Primary Purpose" paragraph: "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." That's role description. So we could put that under About the role or Responsibilities. The "Primary Purpose" is like a summary. Could be About the role. Then "Job Category: Non-Exempt Hiring Range Pay Basis: Hourly Subject to Grant Funding? No" - that's metadata; we should fold minor metadata into a short

or drop it. Probably we can include Pay basis? It says Pay Basis: Hourly. That's pay info. So we could include Pay section with "Hourly". But we need actual pay range? Not given. The instruction: never create Pay/Schedule/Benefits sections unless the posting actually states them. It states Pay Basis: Hourly. That's pay basis, not range. Might be considered pay info. Could include Pay section with "Hourly". However they said avoid placeholder like "commensurate with experience", "not specified", "N/A", "varies", "TBD". "Hourly" is specific. So we can include Pay section with that. Benefits: earlier intro mentions "competitive salaries, a comprehensive benefits package including tuition waiver, retirement plan, excellent medical and dental plans and much more." That's benefits info. So we can include Benefits section with those details. Schedule: Not mentioned explicitly. There's mention of travel, may be required to work nights or weekends. That's schedule info? Could be Schedule section: "May be required to work nights or weekends." Also travel daily/overnight. That's schedule. So we can include Schedule section with that. Responsibilities: The Essential Job Functions list many duties. We'll put those under Responsibilities as

• . Requirements: Job Requirements section includes Required Knowledge, Skills, & Abilities: Knowledge, Skills, Abilities, Physical Requirements, Required Certifications/Licensures, Required Education, Required Experience. We'll separate into Requirements (maybe knowledge/skills/abilities) and Qualifications (preferred qualifications). The instruction: Use headings for Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we need to separate. We have Required Knowledge, Skills, & Abilities: includes Knowledge, Skills, Abilities. Could split into Requirements (knowledge/abilities) and Skills separate? But we also have a Skills heading. Might be redundant. Better to follow: Requirements for mandatory requirements (education, experience, certifications). Qualifications for preferred qualifications. Skills for skills list (Complex Problem Solving, Active Listening, etc). However the posting lumps knowledge, skills, abilities together. We'll need to decide. We could make: - About the role (Primary Purpose) - Responsibilities (Essential Job Functions) - Requirements (Required Education, Required Experience, Required Certifications/Licensures, Physical Requirements) - Skills (the list of skills under Skills) - Qualifications (Preferred Qualifications) - Benefits (from intro) - Pay (Pay Basis: Hourly) - Schedule (Travel, nights/weekends) Check if any section would be empty or placeholder. We'll ensure each has content. Now we need to strip boilerplate: EEO, equal opportunity, sensitivity disclaimer, etc. Also remove "We are excited that you are considering..." maybe keep as About the role? Actually that's generic university promo; maybe we can keep as About the role? But we already have Primary Purpose for role description. The intro is not role-specific; could be considered About the university, not role. Might be considered filler. Better to omit it. The instruction: "Preserve ALL substantive information; do NOT invent or summarize away detail." The intro is substantive about NSU benefits etc. But we already captured benefits separately. The intro also mentions competitive salaries etc. That's covered in Benefits and Pay. So we can drop the intro fluff. We need to ensure we don't lose any substantive info: The benefits package details: tuition waiver, retirement plan, excellent medical and dental plans, etc. We'll include those. Now craft HTML. We'll start with

  About the role

  then

  Primary Purpose: ...

  maybe we can just put the primary purpose sentence. Then Responsibilities:

  Responsibilities

  with each essential job function as
  • . Need to break down the long paragraph into bullet points. The essential job functions are a long sentence with many clauses separated by periods? Actually it's a paragraph with many sentences. We'll split by sentences. Let's extract each sentence: "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." We'll put each as
  • . Now Requirements: We'll include Required Education, Required Experience, Required Certifications/Licensures, Physical Requirements And Working Environment. Required Education: "High School Diploma or Equivalent" Required Experience: "One (1) year of customer service experience." Required Certifications/Licensures: The section heading "Required Certifications/Licensures" but no specifics listed? Actually after that heading, it goes to "Required Education:" So there is no specific certifications listed. So we might omit Certifications/Licensures if no content. But we have "Required Certifications/Licensures" heading with no detail; better to drop it. Physical Requirements And Working Environment: list items: Speech Recognition, Speech Clarity, Near Vision, Travel - must be able to travel daily/overnight, may be required to work nights or weekends, may be exposed to short, intermittent, prolonged periods of sitting/standing, may be required to accomplish job duties using various types of equipment/supplies, to include but not limited to pens, pencils, and computer keyboards. We'll include those as
    under Requirements. Now Skills: list under Skills: Complex Problem Solving, Active Listening, Speaking, Service Orientation, Social Perceptiveness, Time Management, Self-Direction. We'll put as
    . Now Qualifications (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 Health Insurance Portability & Accountability Act (HIPAA). Experience using NextGen and/or Avaya systems. Bilingual Proficient in English and Spanish." We'll put as
    . Benefits: from intro: "competitive salaries, a comprehensive benefits package including tuition waiver, retirement plan, excellent medical and dental plans and much more." Also maybe mention NSU cares about health etc but that's not benefit. We'll list: competitive salaries, tuition waiver, retirement plan, excellent medical and dental plans. Pay: "Hourly" (Pay Basis: Hourly). Could also mention "competitive salaries" but that's benefits. We'll put Pay: Hourly. Schedule: Travel - 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. (That's more working environment but okay). We'll put schedule: Travel daily/overnight; may work nights or weekends. Now ensure we don't include boilerplate like "Background Screening Required? Yes", "Is this a safety sensitive position?