Department: Student Health Insurance Offc
Salary/Grade: NEX/12

Job Summary:

Reporting to the Student Health Insurance Office Program Manager, the Sr. Insurance Representative provides advanced guidance and support to students and visiting scholars to assist them in making decisions regarding their health insurance. The Sr. Insurance Representative disseminates information to students-individually and in group settings-regarding Northwestern's insurance requirements, relevant deadlines, and the University's annual confirmation/waiver process for the Northwestern University Student Health Insurance Plan (NU-SHIP). This position maintains and coordinates health insurance records and assists students in resolving medical claims and benefits issues.

Target hiring range for this position will be between $20.85 to $29.33 per hour. Offered salary will be determined by the applicant's education, experience, knowledge, skills and abilities, as well as internal equity and alignment with market data.

Specific Responsibilities:

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 (PnC), Northwestern's secure personal health portal.

* Assist in determining student eligibility for insurance.

* Maintain and update student insurance records in relevant NU computer systems (i.e., SES, Student Finance system, PnC) as well as the external insurance administrator's system; ensure consistency of records across systems.

Billing:

* Assist with resolving billing concerns and student account questions.

Programmatic Support:

* Prepare materials for open enrollment and marketing periods.

* Represent the Student Health Insurance Office at student program orientations and campus tabling events.

* Administer the Visiting Scholar Health Plan, including enrollment, claims, and billing coordination and tracking.

* Train and mentor new team members.

Miscellaneous

Performs other duties as assigned.

Minimum Qualifications:

* Bachelor's degree.

* Microcomputer skills and aptitude for utilizing database and word processing software are essential-prior experience with insurance and claims processing is necessary

* Five years customer service experience, preferably in health insurance, student services, or medical-claim financial transactions and billing.

Minimum Competencies: (Skills, knowledge, and abilities.)

* Customer focus. Regularly monitor customer satisfaction; provide suggestions to improve quality and value to the customer.

* Demonstrated cross-cultural competence. 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.

* Good judgment. Demonstrate logic, rationality, and objectivity; show common sense; use all available information to make educated decisions. Maintain confidentiality.

* Oral and written communication skills. Communicate clearly and courteously by phone, email, and in person (one-to-one, in small groups, and in public speaking contexts) with students, staff, and others having business with the NU Student Health Insurance Office. Write precise, well-organized emails, letters and proposals while using appropriate vocabulary and grammar. This position requires strong customer service orientation and a willingness to negotiate payment of insurance claims.

* Efficiency. Effectively perform duties and responsibilities; demonstrate attention to detail; maintain accurate and detailed records; support organizational policies; anticipate demands and pressures of assignments and adjust accordingly.

* Ability to work independently. Manage workflow despite possible frequent interruptions while contributing to a positive team environment.

* Ability to maintain a good working relationship with staff, students, and parents

* Computer literacy skills. Advanced knowledge Microsoft Office (Outlook, Word, Excel, PowerPoint, Access). Exceptional skills in data entry and database management.

Preferred Qualifications:

* Successful completion of a full four-year course of study in an accredited college [or universal leading to a bachelor's or higher degree in related/relevant field, e, g, health administration, college student personnel, etc.; OR appropriate combination of education and experience.

* Prior experience related to health insurance, claims processing, and strong communication service skills.

* Knowledge of or experience with Northwestern systems of record.

* Ability to develop educational material related to health insurance and university insurance requirements and policies.

Benefits:
At Northwestern, we are proud to provide meaningful, competitive, high-quality health care plans, retirement benefits, tuition discounts and more! Visit us at to learn more.

Work-Life and Wellness:
Northwestern offers comprehensive programs and services to help you and your family navigate life's challenges and opportunities, and adopt and maintain healthy lifestyles.
We support flexible work arrangements where possible and programs to help you locate and pay for quality, affordable childcare and senior/adult care. Visit us at to learn more.

Professional Growth & Development:
Northwestern supports employee career development in all circumstances whether your workspace is on campus or at home. If you're interested in developing your professional potential or continuing your formal education, we offer a variety of tools and resources. Visit us at to learn more.

Northwestern strongly recommends COVID-19 vaccinations and boosters for people who can obtain them as a critical tool for minimizing severe illness. More information can be found on the webpage.

The Northwestern campus sits on the traditional homelands of the people of the Council of Three Fires, the Ojibwe, Potawatomi, and Odawa as well as the Menominee, Miami and Ho-Chunk nations. We acknowledge and honor the original people of the land upon which Northwestern University stands, and the Native people who remain on this land today.

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. Click for information on EEO is the Law.

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