[Remote] Customer Service Representative I - NCC - 994784**Remote work only in Broward, Dade, Palm Beach and Lee County

Note: The job is a remote job and is open to candidates in USA. Nova Southeastern University is a not-for-profit institution known for its academic excellence and innovation. The Customer Service Representative I will deliver exceptional front-line customer assistance to patients, students, and staff, addressing inquiries related to admissions, enrollment, registration, and financial aid while ensuring a seamless experience across various communication channels.ResponsibilitiesSupports 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 faxesHelps 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 neededUses 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 processProvides general information on academic procedures and processes such as student onboarding, academic advising next steps, testing, and academic and financial holdsLeads 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 verificationsInstructs 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 aidRoutes 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 resolutionSchedules patient appointments for both primary and specialty care physician visits in accordance with established clinical and insurance requirements to improve access and care coordinationAccesses 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 proceduresIdentifies patient’s liability, out of pocket expenses, and advise patients of past due balanceCoordinates referrals and insurance requirements by obtaining and/or confirming patient information to ensure the patient receives maximum benefits for servicesAssures regulatory and compliance requirements follow local payor coverage determinationsEnsures accurate pre-appointment registrationExplains policies, procedures, or services to patients using medical or administrative knowledgeRefers patients to appropriate health care services or resourcesEnsures 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 communicationRefers patients to appropriate health care services or resources; refers unresolved customer grievances to designated departments for further investigationChecks to ensure that appropriate actions were taken to resolve customers' problemsDemonstrates University's core values and service values in all interactionsCompletes special projects as assignedPerforms other duties as assigned or requiredSkillsHigh School Diploma or EquivalentOne (1) year of customer service experienceGeneral knowledge of principles and processes for providing customer and personal servicesGeneral knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammarWorking knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminologyWorking knowledge of electronic equipment and computer hardwareProficient skills in identifying complex problems and reviewing related information to develop and evaluate options and implement solutionsProficient 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 timesProficient skills in talking to others to convey information effectivelyProficient skills in actively looking for ways to help peopleBasic skills in being aware of others' reactions and understanding why they react as they doProficient skills in managing one's own time and the time of othersProficient skills in motivating oneself to work independently, as well as working well within teamsThe ability to listen to, understand, and communicate information and ideas presented through spoken words and sentences so others will understandThe ability to tell when something is wrong or is likely to go wrongThe ability to apply general rules to specific problems to produce answers that make senseThe ability to read, understand, and communicate information and ideas in writing so others will understandMust be able to identify and understand the speech of another personMust be able to speak clearly so others can understand youMust 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 basisMay be required to work nights or weekendsMay be exposed to short, intermittent, and/or prolonged periods of sitting and/or standing in performance of job dutiesMay be required to accomplish job duties using various types of equipment/supplies, to include but not limited to pens, pencils, and computer keyboardsAssociate or Bachelor's degreeOne year of customer service experience in higher education, student services, and/or healthcare, or closely related experienceKnowledge of all academic and Title IV programs, policies and procedures including institutional policies and federal and state regulationsExperience using Banner, Recruit and/or Avaya systemsKnowledge of medical terminology and terminology used by insurance and managed care health plansKnowledge of Health Insurance Portability & Accountability Act (HIPAA)Experience using NextGen and/or Avaya systemsBilingual Proficient in English and SpanishBenefitsCompetitive salariesA comprehensive benefits package including tuition waiverRetirement planExcellent medical and dental plansCompany OverviewNova Southeastern University is a nonprofit, independent research university offering undergraduate, graduate, and professional degrees. It was founded in 1964, and is headquartered in Davie, Florida, USA, with a workforce of 1001-5000 employees. Its website is http://nova.edu.Company H1B SponsorshipNova Southeastern University has a track record of offering H1B sponsorships, with 2 in 2026, 22 in 2025, 21 in 2024, 10 in 2023, 16 in 2022, 19 in 2021, 11 in 2020. Please note that this does not guarantee sponsorship for this specific role.