Customer Service Representative II - NCC - 995735**Internal to Department Only**

We need to output HTML fragment with sections: About the role? The posting includes introductory paragraph about NSU, then "Primary Purpose", "Essential Job Functions", "Job Requirements", "Preferred Qualifications", maybe "Pay Basis" and "Hiring Range". Also "Job Category: Non-Exempt". Also "Subject to Grant Funding? No". Also "Is this a safety sensitive position? No". Also "Background Screening Required? Yes". Also "Pre-Employment Conditions Sensitivity Disclaimer". We need to remove boilerplate like EEO, ADA, etc. Also remove navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The posting includes a disclaimer about ADA and EEO at the end; we should remove that. We need to include sections only when there is real specific content. Use

for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to decide which sections to include. We have: - About the role: could be the introductory paragraph describing NSU and the position purpose? The "Primary Purpose" could be considered About the role. We'll put that under

About the role

with

content. - Responsibilities: Essential Job Functions list. Use

• . - Requirements: Job Requirements Required Knowledge, Skills, & Abilities: includes Knowledge, Skills, Abilities sections. Could be under Requirements heading. - Qualifications: Preferred Qualifications (Associate or Bachelor's degree, etc.) Could be under Qualifications. - Skills: maybe separate Skills section? But we already have Skills within Requirements. The instruction says use sections like Skills if there is content. We could combine Knowledge, Skills, Abilities under Requirements, and maybe have a separate Skills section for the list of skills? But better to follow instruction: Prefer a few substantive sections over many thin ones. So we could have About the role, Responsibilities, Requirements (including Knowledge, Skills, Abilities), Qualifications (Preferred), Pay (Hiring Range and Pay Basis), Benefits (mention of competitive salaries, comprehensive benefits package including tuition waiver, retirement plan, excellent medical and dental plans), Schedule? Not given specific schedule; only mention may be required to work nights or weekends, travel etc. That's under Physical Requirements. Not a schedule. So we may not include Schedule. We must not include sections with filler like "not specified". So we include Benefits because they mention competitive salaries, comprehensive benefits package including tuition waiver, retirement plan, excellent medical and dental plans and much more. That's specific enough. Pay: Hiring Range: $21.54 Pay Basis: Hourly. That's specific. We need to ensure we don't repeat job title as heading. Not needed. We need to drop minor metadata like Job Category: Non-Exempt, Subject to Grant Funding? No, Is this a safety sensitive position? No, Background Screening Required? Yes, Pre-Employment Conditions Sensitivity Disclaimer (but we will remove EEO etc). However the Pre-Employment Conditions Sensitivity Disclaimer includes ADA statement; we should remove that as boilerplate. So we can drop those lines. We need to preserve all substantive information; do not invent or summarize away detail. So we need to keep the details from Essential Job Functions, Job Requirements, Preferred Qualifications, Benefits, Pay. We must not include duplicated lines. Ensure we don't repeat same bullet. Now craft HTML. Structure:

  About the role

  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.

  Maybe also include NSU description? That's about the university, not the role. Could be part of About the role? Might be considered background. The instruction: "About the role" section heading for e.g. About the role, Responsibilities... So we could include the NSU description as part of About the role? It's about the university, not the role. But we could still include it as part of About the role? Might be okay. However we should not invent content; we can include it as a paragraph describing the employer. It's substantive. Let's include after the purpose maybe. But we need to avoid duplication: The introductory paragraph about NSU appears at start. We'll include that as part of About the role. Thus:

  About the role

  Nova Southeastern University (NSU) was founded in 1964, and is a not-for-profit, independent university with a reputation for academic excellence and innovation. NSU 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.

  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.

  Now Responsibilities:

  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.
  Now Requirements: We have Job Requirements Required Knowledge, Skills, & Abilities: includes Knowledge, Skills, Abilities. Also Required Education: High School Diploma or Equivalent. Required Experience: Two (2) or more years of customer service experience. We'll put under

  Requirements

  with

  for education and experience, and

  for Knowledge, Skills, Abilities broken down. But we need to preserve all detail. Let's list Knowledge items, Skills items, Abilities items. Knowledge: - 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 skills in identifying complex problems and reviewing related information to develop and evaluate options and implement solutions. - Active Listening - 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. - Speaking - Proficient skills in talking to others to convey information effectively. - Service Orientation - Proficient skills in actively looking for ways to help people. - Social Perceptiveness - Basic skills in being aware of others' reactions and understanding why they react as they do. - Time Management - Proficient skills in managing one's own time and the time of others. - Self-Direction - Proficient skills in motivating oneself to work independently, as well as working well within teams. Abilities: - Oral Comprehension & Expression - The ability to listen to, understand, and communicate information and ideas presented through spoken words and sentences so others will understand. - Problem Sensitivity - The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem. - Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense. - Written Comprehension & Expression - The ability to read, understand, and communicate information and ideas in writing so others will understand. Also Physical Requirements And Working Environment: includes Speech Recognition, Speech Clarity, Near Vision, Travel, May be required to work nights or weekends, May be exposed to short, intermittent, and/or prolonged periods of sitting and/or 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. Should we include Physical Requirements under Requirements? Could be a separate section but we don't have a heading for Physical Requirements; we could include under Requirements as part of the list. But we need to decide if we want a separate section; we don't have a heading for Physical Requirements in allowed list. So we can incorporate into Requirements. We also have Required Certifications/Licensures: none listed (blank). So we ignore. Now Qualifications (Preferred):

  Qualifications

  • Associate or Bachelor's degree.
  • Two (2) or more years 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.