Enrollment and Member Support - Remote

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Cornell University embraces diversity and seeks candidates who will contribute to a climate that supports students, faculty and staff of all identities and backgrounds. We strongly encourage individuals from underrepresented and/or marginalized identities to apply.

This position is located in Ithaca, New York. The successful candidate will have the option to perform this role at a location of their choosing within the United States.

The New York Convenience of employer guidelines require New York State individual tax reporting and withholdings for this position. Additional individual state income tax filings may also be required if working temporarily outside New York State.

No Visa sponsorship available for this position.

Who we are:

Located in Ithaca, N.Y., Cornell University is a bold, innovative, inclusive, and dynamic teaching and research university where staff, faculty, and students alike are challenged to make an enduring contribution to the betterment of humanity. Cornell University is one of the largest and most diverse institutions in the Ivy League. We are a community of 22,000 students and more than 10,000 faculty and staff members representing more than 80 countries and hundreds of disciplines—global cultures, backgrounds, experiences, perspectives, and ideas.

The Office of Student Health Benefits is responsible for ensuring that all Cornell students meet the university's health insurance requirements. We also manage and provide support for those enrolled in Cornell's Student Health Plan (SHP), Student Health Plan Plus (SHP+), Dental Plan, and Vision Plan. To learn more about us, please visit our website at: https://studenthealthbenefits.cornell.edu/. Business hours are 9am – 5pm (EST), Monday – Friday.

What you will do:
Reporting to the Senior Program and Member Specialist, you will be tasked with providing customer service support as needed for students seeking to provide proof of personal insurance and supporting all enrollment actions for the programs nearly 14,000 members including spouses and dependents.

Primary responsibilities for the position include:

• Enrollment Support:
  • Research, respond to, and resolve standard enrollment inquiries with written guidance or phone support.
  • Interpret University policies and procedures to resolve moderately complex questions and problems specifically related to enrollment actions.
  • Resolve moderately complex questions on waiver eligibility and enrollment actions with support from Lead or Supervisor.
  • Research enrollment discrepancies and develop resolutions for impacted students. May process specified enrollment actions in accordance with Student Health Benefit procedures.
  • Provide guidance to administrative staff outside department on enrollment policies and procedures.
  • In conjunction with supervisor, provide students with information about enrollment actions including extensions of coverage, termination of coverage or modification of coverage times.
  • Assist with annual enrollment cycle, website improvements, and information distribution of student benefit plan options.
  • Liaise with external representatives (enrollment vendor, CU, CU Tech or WCM) on student eligibility, requirements, and relevant deadlines.
  • Ensure accuracy of transactions, monitors reports for enrollment and/or refunds; identify, reconcile, and notify participant and/or vendors of discrepancies.
• Bursar Billing:
  • Uploads billing files to the bursar and ensures complete transmission.
  • Reports errors to supervisor and appropriate vendors as needed.
  • Identifies student collection issues and reports to supervisor.
• Member Support:
  • Assists students and dependents on the appropriate use of applicable benefit plans; provides support to participant outreach through direct contact, group presentations and events.
  • Documents enrollment changes and customer service support within subscriber account.
  • Assist in distribution of required communications for the health plan.
• Compliance:
  • Assist in monitor eligibility compliance in the enrolled populations; maintain awareness of HIPAA and privacy policies and procedures; and ensuring information security.
  • Ensure that actions support NY Code, Rules, and Regulations appropriate for insurance providers and financial entities using Personal Protected Information.

Who you are:
You are a positive, customer service orientated person who takes pride in providing prompt, courteous service to all. You are also an organized, detail driven individual who is comfortable handling confidential information and balancing many tasks in a fast-paced office with minimal supervision. Additionally, you exercise sound judgment and decision making with urgent and sensitive information in times of high volume. You have strong communication skills and build effective working relationships with a broad range of individuals and organizations.

Some other important qualifications for the position include:

• An associate degree with at least two years’ experience in a customer service environment, OR an equivalent combination of education and experience
• Experience with Microsoft Office Suite, specifically Word and Excel.
• Experience managing email contact lists.
• Strong interpersonal skills, including ability to establish and maintain effective working relationships.
• Must be able to work supportively and inclusively with diverse populations.

Preferably you will have spent time working in a higher education environment, have had experience working in health insurance or HR benefits and enrollment, have experience with listservs, and have knowledge of Cornell’s systems, including PeopleSoft.

What we offer:

Great benefits that include educational benefits, access to a plethora of wellness programs, employee discounts, health care, paid vacation, health/personal time, 12 university paid holidays (including end of year winter break through New Year’s Day) and employer retirement contributions.

Cornell is situated in picturesque Ithaca, New York, the heart of the Finger Lakes. Ithaca is home to two academic institutions, state parks, waterfalls, gorges, and a wide range of art galleries, theaters, eateries, wineries, and breweries. Ithaca is an active and diverse community to work and thrive in and has something to suit all ages and interests!

As part of the university's comprehensive vaccination program, all Cornell employees are required to have and provide proof of an FDA-or WHO-authorized or approved COVID-19 primary vaccination or have obtained a university-approved disability/medical or religious exemption, regardless of their role and work location.

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Job Titles and Pay Ranges:

Noted pay ranges reflect the potential pay opportunity for each job profile. The hiring rate of pay for the successful candidate will be determined considering the following criteria:

• Prior relevant work or industry experience.

• Education level to the extent education is relevant to the position.

• Unique applicable skills.

To learn more about Cornell’s non-union staff job titles and pay ranges, see Career Navigator.

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Online Submission Guidelines:

Most positions at Cornell will require you to apply online and submit both a resume/CV and cover letter. You can upload documents either by “dragging and dropping” them into the dropbox or by using the “upload” icon on the application page. For more detailed instructions on how to apply to a job at Cornell, visit How We Hire on the HR website.

Employment Assistance:

For general questions about the position or the application process, please contact the Recruiter listed in the job posting or email mycareer@cornell.edu.

If you require an accommodation for a disability in order to complete an employment application or to participate in the recruiting process, you are encouraged to contact Cornell University's Office of Institutional Equity and Title IX at voice (607) 255-2242, or email at equity@cornell.edu.

Applicants that do not have internet access are encouraged to visit your local library, or local Department of Labor. You may also visit the office of Workforce Recruitment and Retention Monday - Friday between the hours of 8:30 a.m. – 4:30 p.m. to use a dedicated workstation to complete an online application.

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Please read the required Notice to Applicants statement by clicking here. This notice contains important information about applying for a position at Cornell as well as some of your rights and responsibilities as an applicant.

EEO Statement:

Diversity and Inclusion are a part of Cornell University’s heritage. We are a recognized employer and educator valuing AA/EEO, Protected Veterans and Individuals with Disabilities. We also recognize a lawful preference in employment practices for Native Americans living on or near Indian reservations. Cornell University is an innovative Ivy League university and a great place to work. Our inclusive community of scholars, students, and staff impart an uncommon sense of larger purpose, and contribute creative ideas to further the university's mission of teaching, discovery, and engagement.