Provides customer service and clerical support related to health insurance issues, and maintains and updates students' health insurance records. Disseminates information to students – individually and in group settings – regarding NU insurance requirements, relevant deadlines, and procedures to confirm or waive annual enrollment in the NU-SHIP; and responds to related inquiries. Oversees the front desk and main phone line for the health insurance office, triages issues as they arise.
Customer (Student) Support:
Answer calls to the main phone line and in person visitors. Triage issues.
Read and respond to incoming questions into the student health insurance email inbox.
Assist students with annual online enrollment and waiver process.
Answer basic questions related to plan benefits, referrals, and other related matters.
IT / Campus Systems:
Enter student data into SES/CAESAR and Point N Click (NU EMR).
Assist in determining student eligibility for insurance.
Maintain and update student insurance records in relevant NU computer systems (i.e., SES, Student Finance system, Point N Click) as well as the external insurance administrator’s system; ensure consistency of records across systems.
Assist with resolving billing concerns and student account questions.
Help prepare materials for open enrollment and marketing periods.
Assist with Visiting Scholar Health Plan, including enrollment, claims, and billing coordination and tracking.
Assist with general office responsibilities.
Other duties as assigned
High School diploma or equivalent.
At least 2 years customer service experience, preferably in the area of health insurance, student services, or medical-claim financial transactions and billing.
Minimum Competencies: (Skills, knowledge, and abilities.)
Demonstrated cross-cultural competence. Ability to interact effectively and courteously with diverse constituencies in person, by phone, and via email, by determining the needs of students from multicultural backgrounds and adapting communications appropriately to meet students’ needs.
Ability to work independently with frequent interruptions, in addition to contributing to a team environment.
Good oral and written communication skills; ability to communicate effectively by phone, email, and in person, with students, staff, and others having business with the NU Student Health Insurance Office; demonstrated ability to maintain confidentiality.
Computer literacy skills (i.e., familiarity with Microsoft Office suite), moderate typing and keyboard skills, ability to use various office equipment (i.e., computer workstation, copier, fax, calculator)
Attention to Detail: Consistently displays accuracy and attention to detail
Communication-Oral and Written: Communicates effectively one-to-one, in small groups and in public speaking contexts; writes precise, well-organized emails, letters and proposals while using appropriate vocabulary and grammar.
Customer Focus: Regularly monitors customer satisfaction; provides suggestions to improve quality and value to the customer.
Data Entry: Possesses basic data entry skills.
Efficiency: Effectively performs duties and responsibilities; displays attention to detail; supports organizational policies; anticipates demands pressures of assignments and adjusts accordingly.
Judgment: Demonstrates logic, rationality and objectivity; shows common sense; uses all available information to make educated decisions.
Microsoft Office: Experience with Word, Excel, PowerPoint, and Access.
Successful completion of a full 4-year course of study in an accredited college or university leading to a bachelor's or higher degree in related/relevant field.
Insurance, claims processing, and strong customer service skills.
Computer skills, or experience with databases, related to health insurance.
Knowledge of or experience with University systems of record.
Northwestern University is an Equal Opportunity, Affirmative Action Employer of all protected classes, including veterans and individuals with disabilities. Women, racial and ethnic minorities, individuals with disabilities, and veterans are encouraged to apply. Hiring is contingent upon eligibility to work in the United States.
Internal Number: 35125
About Northwestern University
Northwestern University is a major private research university with 12 academic divisions located on three campuses in Evanston, Chicago, and Education City in Doha, Qatar. We have approximately 2,500 full-time faculty members, 17,000 graduate and undergraduate students, and over 5,700 full and part-time staff. Northwestern University combines innovative teaching and pioneering research in a highly collaborative environment. It provides students and faculty exceptional opportunities for intellectual, personal and professional growth.