Manager, Student Health Services

Duke Careers; Durham (NC); On-site; USD 61,000 - 88,000; Full time

Job summary

Duke University in Durham, NC is seeking a Student Health Insurance Manager to oversee the Duke Student Medical Insurance Plan (SMIP) and Student Dental Insurance Plan. You will manage enrollment, waivers, eligibility, and reporting while coordinating with university partners to ensure accurate billing and smooth operations.

The role requires a Bachelor’s degree in a related field, strong customer service experience, and proficiency with Microsoft Office.

Qualifications

• Experience providing direct customer service to students, clients, patients, or the public.
• Experience using Microsoft Office applications, including Excel and Word.
• Ability to communicate effectively with diverse audiences.

Responsibilities

• Lead enrollment operations for the Duke Student Medical Insurance Plan (SMIP) and Student Dental Insurance Plan.
• Oversee enrollment and waiver processes throughout the academic year.
• Supervise staff and collaborate with university stakeholders on plan administration.
• Develop communications supporting enrollment deadlines and educational outreach.
• Provide enrollment analysis, reporting, and compliance monitoring.

Skills

Customer service

Effective communication

Team leadership

Education

Bachelor's Degree in Accounting, Management, or related business discipline

Tools

Microsoft Office (Excel, Word)

Job description

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Duke University was created in 1924 through an indenture of trust by James Buchanan Duke. Today, Duke is regarded as one of America’s leading research universities. Located in Durham, North Carolina, Duke is positioned in the heart of the Research Triangle, which is ranked annually as one of the best places in the country to work and live. Duke has more than 15,000 students who study and conduct research in its 10 undergraduate, graduate and professional schools. With about 40,000 employees, Duke is the third largest private employer in North Carolina, and it now has international programs in more than 150 countries.

Be You.

At Duke, we believe that every member of our community contributes to something bigger. As the Student Health Insurance Manager, you will play a vital role in supporting student well-being by overseeing the Duke Student Medical Insurance Plan (SMIP) and Student Dental Insurance Plan. You'll join a collaborative team dedicated to ensuring students have seamless access to health insurance resources that support their academic and personal success.

In this role, you'll work across the university, partnering with students, families, schools, administrative offices, healthcare providers, and insurance partners to deliver exceptional service and operational excellence.

Be Bold.

Help shape and manage one of Duke's most essential student support programs. You'll lead insurance enrollment operations, oversee financial and compliance processes, supervise staff, and partner with university leaders to continuously enhance the student experience.

What You'll Do

Lead Student Insurance Operations

• Manage the Duke Student Medical Insurance Plan (SMIP) and Student Dental Insurance Plan.
• Oversee enrollment and waiver processes throughout the academic year.
• Maintain student eligibility records in accordance with university insurance requirements.
• Monitor and reconcile enrollment data across university and insurance systems.
• Partner with insurance carriers, brokers, and university stakeholders to support plan administration.
• Coordinate enrollment for special student populations, including international students.
• Provide enrollment analysis, reporting, and compliance monitoring.
• Serve as an expert resource regarding insurance eligibility, benefits, and enrollment requirements.
• Support specialty referrals and insurance-related patient needs as required.
• Co-facilitate Student Health Insurance Advisory Committee meetings and contribute to strategic planning efforts.

Deliver Exceptional Customer Service & Communications

• Serve as a trusted resource for students, parents, faculty, staff, and campus partners regarding insurance enrollment, waivers, eligibility, and benefits.
• Develop and maintain communications supporting enrollment and waiver deadlines.
• Coordinate educational outreach efforts, orientations, and awareness initiatives.
• Respond to inquiries and resolve complex insurance-related issues in a timely and professional manner.
• Maintain accurate information on student health insurance websites and communication platforms.
• Assist students navigating enrollment challenges, waiver requests, dependent coverage needs, and related concerns.
• Monitor financial processes related to insurance charges and student account activity.
• Partner with the Bursar's Office and business operations teams to ensure accurate billing and reconciliation.
• Support invoice management and premium reconciliation with insurance partners.
• Review enrollment and billing data to identify discrepancies and drive resolution.
• Prepare financial and enrollment reports that support operational planning and leadership decision-making.

Lead and Develop Team Members

• Supervise and support insurance program staff, fostering a culture of engagement, accountability, and continuous learning.
• Lead recruitment, onboarding, performance management, and professional development activities.
• Provide coaching, mentorship, and regular feedback to support individual and team success.
• Develop training resources and facilitate learning opportunities that strengthen operational excellence.

Contribute to Division and University Goals

• Participate as a member of the Duke Student Health Leadership Team.
• Support departmental initiatives, strategic priorities, and special projects.
• Perform other duties as assigned in support of Student Health and Student Affairs objectives.

What You'll Bring

Required Qualifications

Education

• A Bachelor’s Degree in Accounting, Management, or a related business discipline is required. The role requires a foundational knowledge of insurance programs and demonstrated proficiency in customer service.

Experience

• Experience providing direct customer service to students, clients, patients, or the public.
• Experience using Microsoft Office applications, including Excel and Word.
• Ability to communicate effectively with diverse audiences.

Equivalent combinations of relevant education and experience may be considered.

Preferred Qualifications

• Experience managing or administering health insurance, benefits, enrollment, or compliance programs.
• Experience interpreting insurance policies, requirements, and regulations.
• Experience presenting information and reports to diverse stakeholder groups.
• Strong organizational, analytical, and problem-solving skills.
• Demonstrated ability to manage multiple priorities and meet deadlines.
• Experience working independently while collaborating effectively within a team environment.

Preferred Skills

• Experience with student information systems, insurance administration platforms, and data management tools.
• Strong written and verbal communication skills.
• High attention to detail and commitment to accuracy.
• Ability to analyze data, identify trends, and resolve operational issues.
• Commitment to exceptional customer service and continuous improvement.

Choose Duke.

At Duke, you will find more than a job. You'll discover an opportunity to contribute to the well-being and success of students while working alongside talented colleagues who are committed to excellence, innovation, and service.

As part of Duke Student Health, you'll have the opportunity to:

• Support a diverse and globally engaged student population.
• Partner with leaders across one of the nation's premier universities.
• Make a meaningful impact on student health, access, and success.
• Grow professionally through collaboration, leadership development, and continuous learning.
• Contribute to a culture that values inclusion, respect, and innovation.

Anticipated Pay Range:

Duke University provides an annual base salary range for this position as USD $61,026.00 to USD $88,434.00. Duke University considers factors such as (but not limited to) scope and responsibilities of the position; candidate's work experience, education/training, and key skills; internal peer equity; as well as market and organizational considerations when extending an offer.

Your total compensation goes beyond the dollars on your paycheck. Duke provides comprehensive and competitive medical and dental care programs, generous retirement benefits, and a wide array of family-friendly and cultural programs to eligible team members. Learn more at: https://hr.duke.edu/benefits/

Equal Opportunity Employer:

Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy- related conditions), sexual orientation, or military status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas - an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions:

Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and reasonable accommodation(s) can be requested with Duke Access and Accommodations Services (email: [e-mail]; phone: [phone]).

Nearest Major Market:

Durham

Nearest Secondary Market:

Raleigh

Read more about Duke’s commitment to affirmative action and nondiscrimination at hr.duke.edu/eeo.