Clerk IV (Registration Coordinator)

About UMass Amherst

The flagship of the Commonwealth, the University of Massachusetts Amherst is a nationally ranked public land-grant research university that seeks to expand educational access, fuel innovation and creativity, and share and use its knowledge for the common good. Founded in 1863, UMass Amherst sits on nearly 1,450-acres in scenic Western Massachusetts and boasts state-of-the-art facilities for teaching, research, scholarship, and creative activity. The institution advances a diverse, equitable, and inclusive community where everyone feels connected and valued-and thrives, and offers a full range of undergraduate, graduate and professional degrees across 10 schools and colleges, and 100 undergraduate majors. We believe every member of our university community can contribute to our ongoing success by striving for the highest level of excellence as we seek breakthrough solutions to mounting environmental, social, economic, and technological challenges in our world.

Job Summary

The Registration and Receptionist Coordinator (RRC) performs office reception duties, maintains confidential files, records, and medical documentation, assists students with registration questions, and enters registration materials / documentation into a database system for Disability Services (DS). The RRC also handles all 5 College accommodation forms and manages multiple reports for quality assurance and registration completion.

Essential Functions

• Serves students and visitors by greeting, welcoming, and directing them appropriately. Updates staff on time sensitive information.
• Answers, screens, and forwards incoming phone calls while providing basic information when needed.
• Manages challenging or sensitive interactions with professionalism and clarity, while ensuring compliance with FERPA and ADA guidelines
• Establishes all accommodations for visiting Five College students, generating accommodation letters and serving as the main point of contact for approximately 80-100 students per semester.
• Provides monthly Quality Assurance and Out of Touch outreach to manage student files and ensure consistent outreach efforts for 100-150 students per month.
• Supervises & trains student reception workers. Develops onboarding materials for student workers to ensure quality of service and to clarify processes.
• Updates appointment calendars and schedule meetings / appointments.
• Provides support to the Access Coordinator team in managing the student meeting calendar : ensures Zoom links are included for all remote appointments, handles rescheduling due to staff absences, maintains a waitlist during peak periods, assists students with booking and cancellations, and runs regular reports to identify double-booked appointments-conducting outreach to increase availability as needed, especially during high-volume times.
• Prepares and enters registration data by compiling, sorting, and prioritizing information; verifies accuracy by reviewing and correcting entries, merging data from multiple sources, and maintaining records through regular file purges
• Resolves discrepancies by contacting students or licensed medical professionals for additional information. Brings issues of concern to the Associate Director.
• Regularly assists the Associate Director of Operations with managing caseload assignments for a population of over 4,000 students, redistributing caseloads evenly among Access Coordinators, identifying students who are no longer active / enrolled for removal from caseloads.
• Provides routing audits, including outreach to 150-200 students with expired temporary accommodations at the end of each semester.
• Stays informed with institutional policies and practices, especially with key stakeholders that partner closely with DS (ex : Res Life, DOSO, CCPH, etc.) for appropriate student referrals.
• Participates in ongoing training and professional development with the Access Coordinator team to stay current on the accommodation review process and legal requirements, ensuring compliance, reducing risk, and delivering accurate information to students, families, and instructors
• Maintains student confidentiality and protects operation by keeping information and records confidential.

Other Functions

Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

Physical Demands / Working Conditions

Work Schedule

Salary Information

USA / MTA, Non-exempt, Grade 13.

Special Instructions to Applicants

Along with the application, please submit a resume. References will be checked at the finalist stage. Please be prepared to provide contact information for three (3) professional references.

The University of Massachusetts Amherst welcomes all qualified applicants and complies with all state and federal anti-discrimination laws.