ULTIMATE MEDICAL ACADEMY
VIRTUAL TOUR
Start
August 2025
to Ultimate Medical Academy!
Welcome
Introduction
Student Roadmap
Training Expectations
Student Finance
Ultimate Medical Academy is a nonprofit healthcare educational institution with a national presence. For over 30 years, we’ve offered allied healthcare education, and now we offer content-rich, interactive online courses to approximately 19,000+ students as well as campus-based training to hundreds more. With more than 85,000 alumni, we are institutionally accredited by the Accrediting Bureau of Health Education Schools (ABHES). Employed alumni work in locations such as hospitals, physician offices, insurance companies, pharmacies, chiropractic offices, and nursing homes across the country.
More Info
Introduction
Ultimate Medical Academy is a nonprofit healthcare educational institution with a national presence. For over 30 years, we’ve offered allied healthcare education, and now we offer content-rich, interactive online courses to approximately 19,000+ students as well as campus-based training to hundreds more. With more than 85,000 alumni, we are institutionally accredited by the Accrediting Bureau of Health Education Schools (ABHES). Employed alumni work in locations such as hospitals, physician offices, insurance companies, pharmacies, chiropractic offices, and nursing homes across the country.
More Info
Introduction
Ultimate Medical Academy is a nonprofit healthcare educational institution with a national presence. For over 30 years, we’ve offered allied healthcare education, and now we offer content-rich, interactive online courses to approximately 19,000+ students as well as campus-based training to hundreds more. With more than 85,000 alumni, we are institutionally accredited by the Accrediting Bureau of Health Education Schools (ABHES). Employed alumni work in locations such as hospitals, physician offices, insurance companies, pharmacies, chiropractic offices, and nursing homes across the country.
More Info
Introduction
Ultimate Medical Academy is a nonprofit healthcare educational institution with a national presence. For over 30 years, we’ve offered allied healthcare education, and now we offer content-rich, interactive online courses to approximately 19,000+ students as well as campus-based training to hundreds more. With more than 85,000 alumni, we are institutionally accredited by the Accrediting Bureau of Health Education Schools (ABHES). Employed alumni work in locations such as hospitals, physician offices, insurance companies, pharmacies, chiropractic offices, and nursing homes across the country.
More Info
Introduction
UMA CAMPUSES
TAMPA
REMOTE
CLEARWATER
This campus is where our online teams are located. All events that UMA holds such as our annual UMA awards ceremony, cross-departmental events, and more, are at this building. If you are local and would like to work from the office, you can.
This campus includes everyone especially those out of state.
This campus includes our colleagues who work with on-campus students only. It is a much smaller campus including all departments our online campus has.
Remote
Tampa
Clearwater
Introduction
THE PEOPLE & ENGAGEMENT TEAM
All related information can be found on the UMA Hub. If you ever need to speak with a People Operations Coordinator, you can reach them at pcops@ultimatemedical.edu.
The People & Engagement Team is UMA's employee resource department.
Introduction
PEOPLE & CULTURE (HR)
People & Culture (P&C) is UMA's Human Resources department.
All P&C related information can be found on the UMA Hub. If you ever need to speak with a People Operations Coordinator, you can reach them at pcops@ultimatemedical.edu.
Introduction
to Ultimate Medical Academy!
Welcome
Introduction
Student Roadmap
Training Expectations
Student Finance
STUDENT ROADMAP
Student Finance
Career Services
Once the student is enrolled, they are required to complete the financial aid process.
At the end of the student's program, they receive assistance with employment prior to graduation.
Alumni Services
StudentFinance
CareerServices
When the student graduates, they receive assistance with employment after graduation
Admissions
Learner Services
A student's road at UMA begins with making a change in their life and enrolling in a program.
Alumni Services
When classes begin, the student get assigned an advisor for assistance with their coursework.
Admissions
LearnerServices
Student Roadmap
STUDENT ROADMAP
Student Finance
Career Services
Once the student is enrolled, they are required to complete the financial aid process.
At the end of the student's program, they receive assistance with employment prior to graduation.
Alumni Services
StudentFinance
CareerServices
When the student graduates, they receive assistance with employment after graduation
Admissions
Learner Services
A student's road at UMA begins with making a change in their life and enrolling in a program.
Alumni Services
When classes begin, the student get assigned an advisor for assistance with their coursework.
Admissions
LearnerServices
00:20
Student Roadmap
to Ultimate Medical Academy!
Welcome
Introduction
Student Roadmap
Training Expectations
Student Finance
WELCOME TO CLASSROOM TRAINING
Classroom Schedule
Camera Etiquette
Attendance Expectations
Training Expectations
Training Expectations
WELCOME TO CLASSROOM TRAINING
Classroom Schedule
Camera Etiquette
Attendance Expectations
Training Expectations
Training Expectations
to Ultimate Medical Academy!
Welcome
Introduction
Student Roadmap
Training Expectations
Student Finance
WELCOME TO STUDENT FINANCE!
Who is the Student Finance team?
We are the department that...
- Handles students financial aid.
- Assists students with receiving grants and loans to pay for school.
- Improves student financial awareness and advises on fiscal responsibility.
- Follows structure outlined by government regulations.
- Brings money into the company.
Student Finance
Job Responsibilities
What being a Student Finance Advisor entails.
WELCOME TO STUDENT FINANCE
Workplace Etiquette
Professionalism is key.
Communication
Properly messaging via Email and Teams.
How to be Successful
Tips to assist in becoming the best advisor.
Student Finance Teams
Learn the different teams within the SF dept.
Student Finance
JOB RESPONSIBILITIES
SF Business Hours
Student Finance
JOB RESPONSIBILITIES
Time Management
Clocked Out
Breaks
Clocked in
Student Finance
Job Responsibilities
What being a Student Finance Advisor entails.
WELCOME TO STUDENT FINANCE
Workplace Etiquette
Professionalism is key.
Communication
Properly messaging via Email and Teams.
How to be Successful
Tips to assist in becoming the best advisor.
Student Finance Teams
Learn the different teams within the SF dept.
Student Finance
Job Responsibilities
What being a Student Finance Advisor entails.
WELCOME TO STUDENT FINANCE
Workplace Etiquette
Professionalism is key.
Communication
Properly messaging via Email and Teams.
How to be Successful
Tips to assist in becoming the best advisor.
Student Finance Teams
Learn the different teams within the SF dept.
Student Finance
Job Responsibilities
What being a Student Finance Advisor entails.
WELCOME TO STUDENT FINANCE
Workplace Etiquette
Professionalism is key.
Communication
Properly messaging via Email and Teams.
How to be Successful
Tips to assist in becoming the best advisor.
Student Finance Teams
Learn the different teams within the SF dept.
Student Finance
Job Responsibilities
What being a Student Finance Advisor entails.
WELCOME TO STUDENT FINANCE
Workplace Etiquette
Professionalism is key.
Communication
Properly messaging via Email and Teams.
How to be Successful
Tips to assist in becoming the best advisor.
Student Finance Teams
Learn the different teams within the SF dept.
Student Finance
EMAIL
ETIQUETTE
Use a clear subject line.People will determine whether a response is required immediately based on the subject line (i.e. PTO Requests, Question about training, etc.)
Nothing is confidential.Every electronic message leaves a trail - emails can easily be printed or forwarded to others, so don’t write anything you wouldn’t want everyone to see.
Always respond if the email requires one but be cautious with 'Reply All'.Leadership expects responses. Always acknowledge that you have received the email but do not reply all unless told otherwise.
Keep it professional.Emails should be easy to read, free of any slang, grammatical errors, bad links, missing attachments and a confusing sentence can send the wrong message altogether.
EXPECTATIONS
Type A? Need a list to start your day?Leadership will send 'hit list' via email and require response once the tasks have been completed.
Planning a trip?For any missed punches or PTO requests, you must send an email to leadership to have it updated/approved.
Need a detailed answer?If you have a question that requires a longer answer, it is best to email your leadership to ensure it doesn't get lost in Teams chats.
Don't let your inbox go unnoticed.Emails should be checked often and responded to in a timely manner. Emails from leadership should be responded to within 30 minutes.
Click to reveal.
Click to reveal.
Student Finance
TEAMS CHAT
EXPECTATIONS
ETIQUETTE
Keep it simple. Keep your messages to short, concise questions/answers - bigger topics should be left for email and/or video calls.
Keep it simple. Keep your messages to short, concise questions/answers - bigger topics should be left for email and/or video calls.
Priority! Messages from your leadership are top priority - be checking often and replying ASAP.
Professionalism is key! Keep the language, images, videos and general content work appropriate - think before you post!
Positive vibes only! Avoid negativity in the chats - if you are struggling with something, reach out to your leadership directly.
Be mindful of tone and avoid caps. Tone is easy to misconstrue without the ability to read vocal and facial cues along with it and using caps can come off as screaming.
Keep it professional! Use appropriate greetings and know when & when not to use emojis/meme’s and always be sure they are appropriate.
Always proofread. Grammatical errors and missing screenshots signal a lack of professionalism - misspellings and a confusing sentence can send the wrong message altogether.
Nothing is confidential! Every electronic message leaves a trail - chats can easily be forwarded, so don’t write anything you wouldn't like for others to see.
Be mindful of tone and avoid caps. Tone is easy to misconstrue without the ability to read vocal and facial cues along with it and using caps can come off as screaming.
Click to reveal.
Click to reveal.
Priority! Messages from your leadership are top priority - be checking often and replying ASAP.
Keep it professional! Use appropriate greetings and know when & when not to use emojis/meme’s and always be sure they are appropriate.
Click to reveal.
Click to reveal.
Professionalism is key! Keep the language, images, videos and general content work appropriate - think before you post!
Always proofread. Grammatical errors and missing screenshots signal a lack of professionalism - misspellings and a confusing sentence can send the wrong message altogether.
Click to reveal.
Click to reveal.
Positive vibes only! Avoid negativity in the chats - if you are struggling with something, reach out to your leadership directly
Nothing is confidential! Every electronic message leaves a trail - chats can easily be forwarded, so don’t write anything you wouldn't like for others to see.
Click to reveal.
Click to reveal.
Student Finance
STUDENT FINANCE TEAMS
Student Facing
Non-Student Facing
ELIGIBILITY
CONTINUINGSTUDENT FINANCE
NEW STUDENTFINANCE
FINANCIAL LITERACY SERVICES
FISCALOPERATIONS
BUSINESSOFFICE OPERATIONS
Educates students on the next steps regarding their federal loans after finishing school at UMA.
Brings student's financial aid through the batching process and all aid is correct and update enrollments in NSLDS.
Calls students who are in their 2nd year & beyond to make sure their financial aid is up to date.
Reviews ledger cards for students to see if there are any changes, refunds, or stipends that need to be scheduled.
Assists new students with their financial aid documents in a timely manner.
Reviews background checks.
CSF
ELC
FLS
NSF
BOO
FISOPS
PROOF OFGRADUATION
REGISTRAR
STUDENTACCOUNTS
QUALITYASSURANCE
RETURN TO TITLE IV
RECEIVABLESMANAGEMENT
Evaluates all college level transcripts that are sent to UMA.
Reviews student's files for accuracy by ensuring the information & packaging falls within Title 4 regulation.
Calculates refunds for students who have withdrawn, been dismissed, or are going on a leave of absence.
Calls high schools, requests transcripts, and reviews POG's.
Reviews and revises files throughout the life cycle of the student's time at UMA.
Calls students to collect on their UMA loan payments.
POG
REG
SA
QA
RM
R2T4
Student Finance
STUDENT FINANCE TEAMS
Student Facing
Non-Student Facing
ELIGIBILITY
CONTINUINGSTUDENT FINANCE
NEW STUDENTFINANCE
FINANCIAL LITERACY SERVICES
FISCALOPERATIONS
BUSINESSOFFICE OPERATIONS
Brings student's financial aid through the batching process and all aid is correct and update enrollments in NSLDS.
Reviews background checks.
Educates students on the next steps regarding their federal loans after finishing school at UMA.
Calls students who are in their 2nd year & beyond to make sure their financial aid is up to date.
Assists new students with their financial aid documents in a timely manner.
Reviews ledger cards for students to see if there are any changes, refunds, or stipends that need to be scheduled.
CSF
ELC
FLS
NSF
BOO
FISOPS
PROOF OFGRADUATION
REGISTRAR
STUDENTACCOUNTS
QUALITYASSURANCE
RETURN TO TITLE IV
RECEIVABLESMANAGEMENT
Reviews student's files for accuracy by ensuring the information & packaging falls within Title 4 regulation.
Calls high schools, requests transcripts, and reviews POG's.
Evaluates all college level transcripts that are sent to UMA.
Calculates refunds for students who have withdrawn, been dismissed, or are going on a leave of absence.
Reviews and revises files throughout the life cycle of the student's time at UMA.
Calls students to collect on their UMA loan payments.
POG
REG
SA
QA
RM
R2T4
Student Finance
WHICH TEAMS BELONG WHERE?
Student Facing
Non-Student Facing
Student Finance
NEW vs. CONTINUING STUDENT FINANCE
Student Finance
NEW vs. CONTINUING STUDENT FINANCE
Student Finance
Breaks
Lunch When leaving for lunch, you must clock out and then clock back in when you return using our time management system.
- Monday through Sunday, your lunch will be ONE HOUR.
15-Minute Breaks Throughout your shift you will have up to three, 15-minute breaks depending on your schedule once you leave classroom training.
- You should NOT clock out for these breaks.
- You are not able to take your 15-minute breaks within the first or last two hours of your shift.
Clocking Out
You are to remain clocked in and on the queue until your scheduled end of shift time. If leadership becomes aware of an early punch out or log out, it could lead to disciplinary action. You should never work off the clock!
DO NOT:
- Log into your computer to check anything before the beginning of your shift, during breaks, on lunch, or after your shift has ended.
- If you need to get in touch with your leadership outside of your shift hours, you must use the attendance line and request a call back.
- If it is important, call the line. If it is private, you may reach out to your leadership by text.
- Understand that the computer equipment provided by UMA is for work purposes only! IT and your leadership can review your computer history at any time.
- If you are not clocked in, on your 15-minute breaks or on your 1-hour lunch break, you should NOT be on your UMA laptop. This is considered "working off the clock" and will lead to disciplinary action.
Student Finance Teams
There are many teams that make up the Student Finance department.
Learn more
Workplace Etiquette
- Honor Your Commitments
- Be accountable for your assignments and other commitments.
- Meet deadlines and communicate if you are running into a roadblock.
- Be on time for work, meetings, and any other work-related events.
- Avoid Negative Office Politics
- Build your team up and have a positive attitude.
- Don't compete with one another, work together!
- Keep all chats/emails professional.
- Keep Personal Matters to a Minimum
- Leadership is available to listen and suggest appropriate tools/resources (when applicable).
- Be Attentive, Responsive, and Proactive
- Be invested in what you are doing.
- Ask relevant questions.
NSF is the department itself but there are several teams that make up the department as a whole.
New Student Finance Subsequent Teams
Schedule
There are multiple schedules that are within these timeframes offered at UMA.
When you transition to your new team, your leadership will discuss each schedule option available to you. Please be sure to hold any questions regarding what types of schedules there are available until you reach your new team after classroom training.
Metrics
UMA is a contact center with a sole focus on customer support. The metrics in place are to ensure that you are succeeding at your role as a Student Finance Advisor (SFA) but also assisting our students to the best of your ability.
Completion must be 85%.
Performance
Must have a return rate lower than 20%.
Return Rate
Approximately 80 TOTAL calls per day - this is a combination of your inbounds and outbounds.
Calls
What is a return rate?
How is completion calculated?
Communication
Outlook
Teams
Return Rate
Completion Rate
Calls
All students must be contacted within 72 hours.
Must have a completion rate of at least 88% for each start.
Must have a return rate lower than 15%.
What is a return rate?
What is a completion rate?
Communication
Outlook
Teams
You are required to watch the video completely before proceeding.
CSF is the department itself, but the role of an advisor is named otherwise.
Continuing Student Finance Subsequent Teams
Metrics
UMA is a contact center with a sole focus on customer support. The metrics in place are to ensure that you are succeeding at your role as a Student Finance Advisor (SFA) but also assisting our students to the best of your ability.
Completion must be 85%.
Performance
Must have a return rate lower than 20%.
Return Rate
Approximately 80 TOTAL calls per day - this is a combination of your inbounds and outbounds.
Calls
What is a return rate?
How is completion calculated?
Communication
Outlook
Teams
CSF Advisor
Job Responsibilities
- Revise students financial aid for subsequent changes and academic years.
- Award students based off their eligibility and enrollment status.
- Process stipend requests for students who are eligible for additional loans to be disbursed after tuition has been covered.
Communication
Outlook
Teams
As a Student Finance Advisor, you are required to:
- Provide excellent customer service while assisting students with the financial aid process via phone and email while remaining compliant.
- Be knowledgeable on how financial aid is processed at UMA.
- Demonstrate the ability to work within all systems used at UMA.
- Answer questions while instructing students on their financial aid documentation.
- Accurately set up a student's financial aid package.
Learn more
OUR STORY
1994
2015
2009
UMA Was Founded
UMA Was Acquired
UMA was founded in Clearwater, Florida as Ultimate Learning Center, Inc. We were recognized by Florida's Commission on Independent Education (CIE) and started serving the Tampa Bay community.
Clinical and Patient Educators Association (CPEA), a 501(c)(3) nonprofit organization, formed UMA Education, Inc. and acquired UMA.
Online Courses Began
We launched online allied healthcare courses to students throughout the U.S. Following the launch of online programs, UMA added a continuing medical education (CME) division.
CSF Advisor
Job Responsibilities
- Revise students financial aid for subsequent changes and academic years.
- Award students based off their eligibility and enrollment status.
- Process stipend requests for students who are eligible for additional loans to be disbursed after tuition has been covered.
NSF Advisor
Job Responsibilities
- Explaining financial aid to new students.
- Helping new students complete their financial aid documents.
- Awarding students based off their eligibility.
- Packaging each student upon completion of all required documents.
CSF is the department itself, but the role of an advisor is named otherwise.
Continuing Student Finance Subsequent Teams
Workplace Etiquette
- Honor Your Committments
- Be accountable for your assignments and other commitments.
- Meet deadlines and communicate if you are running into a roadblock.
- Be on time for work, meetings, and any other work related events.
- Avoid Negative Office Politics
- Build your team up and have a positive attitude.
- Don't compete with one another, work together!
- Keep all chats/emails professional.
- Keep Personal Matters to a Minimum
- Leadership is available to listen and suggest appropriate tools/resources (when applicable).
- Be Attentive, Responsive, and Proactive
- Be invested in what you are doing.
- Ask relevant questions.
How to Be Successful
- Actively learn new material and review it.
- Utilize your resources given during training and throughout your career at UMA.
- Ask any questions you may have.
NSF is the department itself but there are several teams that make up the department as a whole.
New Student Finance Subsequent Teams
Return Rate
Completion Rate
Calls
All students must be contacted within 72 hours.
Must have a completion rate of at least 88% for each start.
Must have a return rate lower than 15%.
What is a return rate?
What is a completion rate?
NSF Advisor
Job Responsibilities
- Explaining financial aid to new students.
- Helping new students complete their financial aid documents.
- Awarding students based off their eligibility.
- Packaging each student upon completion of all required documents.
Clocked In
When you clock in for your shift every morning, you should be ready to work.
- You are able to clock in up to 4 minutes prior to your scheduled start time.
- Once you are clocked in, you should not be stepping away from your desk without letting your leadership know.
- Clocking in and leaving your desk to do other tasks is considered "Time Clock Fraud" and can lead to disciplinary action up to termination.
The phone queue turns on at 9am ET Monday through Thursday and Saturday, 10am ET on Friday, and 11am ET Sunday, and the statuses and service levels are monitored by leadership.
Attendance Expectations
If you are going to be absent, late, experience a power outage or internet connectivity issues, you must call the attendance number and leave a message.
813 - 283 - 9843
When leaving a message, you are required to state the following:
- Your full first & last name and spelling.
- The department you work in and your manager's name.
- Whether you will be late in, out or leaving for the day.
- If longer than 30 minutes, include an estimated time of arrival.
- Repeat your name.
Camera Expectations
- Be on time and dressed appropriately.
- Stay muted to minimize background noise, unless actively speaking.
- Be sure you are facing the camera, neck and shoulders up and with decent lighting.
- Keep other people in the household off camera, as much as possible.
- Keep your attention directed to the screen and avoid background disruptions.
- Don't eat meals on camera.
This is your schedule for the time you are in classroom training. Until told otherwise, you will follow this schedule even upon leaving the classroom portion of your new hire process.
Classroom Schedule
East Coast Class
West Coast Class
ET FULL Introduction to UMA - August 2025
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Transcript
ULTIMATE MEDICAL ACADEMY
VIRTUAL TOUR
Start
August 2025
to Ultimate Medical Academy!
Welcome
Introduction
Student Roadmap
Training Expectations
Student Finance
Ultimate Medical Academy is a nonprofit healthcare educational institution with a national presence. For over 30 years, we’ve offered allied healthcare education, and now we offer content-rich, interactive online courses to approximately 19,000+ students as well as campus-based training to hundreds more. With more than 85,000 alumni, we are institutionally accredited by the Accrediting Bureau of Health Education Schools (ABHES). Employed alumni work in locations such as hospitals, physician offices, insurance companies, pharmacies, chiropractic offices, and nursing homes across the country.
More Info
Introduction
Ultimate Medical Academy is a nonprofit healthcare educational institution with a national presence. For over 30 years, we’ve offered allied healthcare education, and now we offer content-rich, interactive online courses to approximately 19,000+ students as well as campus-based training to hundreds more. With more than 85,000 alumni, we are institutionally accredited by the Accrediting Bureau of Health Education Schools (ABHES). Employed alumni work in locations such as hospitals, physician offices, insurance companies, pharmacies, chiropractic offices, and nursing homes across the country.
More Info
Introduction
Ultimate Medical Academy is a nonprofit healthcare educational institution with a national presence. For over 30 years, we’ve offered allied healthcare education, and now we offer content-rich, interactive online courses to approximately 19,000+ students as well as campus-based training to hundreds more. With more than 85,000 alumni, we are institutionally accredited by the Accrediting Bureau of Health Education Schools (ABHES). Employed alumni work in locations such as hospitals, physician offices, insurance companies, pharmacies, chiropractic offices, and nursing homes across the country.
More Info
Introduction
Ultimate Medical Academy is a nonprofit healthcare educational institution with a national presence. For over 30 years, we’ve offered allied healthcare education, and now we offer content-rich, interactive online courses to approximately 19,000+ students as well as campus-based training to hundreds more. With more than 85,000 alumni, we are institutionally accredited by the Accrediting Bureau of Health Education Schools (ABHES). Employed alumni work in locations such as hospitals, physician offices, insurance companies, pharmacies, chiropractic offices, and nursing homes across the country.
More Info
Introduction
UMA CAMPUSES
TAMPA
REMOTE
CLEARWATER
This campus is where our online teams are located. All events that UMA holds such as our annual UMA awards ceremony, cross-departmental events, and more, are at this building. If you are local and would like to work from the office, you can.
This campus includes everyone especially those out of state.
This campus includes our colleagues who work with on-campus students only. It is a much smaller campus including all departments our online campus has.
Remote
Tampa
Clearwater
Introduction
THE PEOPLE & ENGAGEMENT TEAM
All related information can be found on the UMA Hub. If you ever need to speak with a People Operations Coordinator, you can reach them at pcops@ultimatemedical.edu.
The People & Engagement Team is UMA's employee resource department.
Introduction
PEOPLE & CULTURE (HR)
People & Culture (P&C) is UMA's Human Resources department.
All P&C related information can be found on the UMA Hub. If you ever need to speak with a People Operations Coordinator, you can reach them at pcops@ultimatemedical.edu.
Introduction
to Ultimate Medical Academy!
Welcome
Introduction
Student Roadmap
Training Expectations
Student Finance
STUDENT ROADMAP
Student Finance
Career Services
Once the student is enrolled, they are required to complete the financial aid process.
At the end of the student's program, they receive assistance with employment prior to graduation.
Alumni Services
StudentFinance
CareerServices
When the student graduates, they receive assistance with employment after graduation
Admissions
Learner Services
A student's road at UMA begins with making a change in their life and enrolling in a program.
Alumni Services
When classes begin, the student get assigned an advisor for assistance with their coursework.
Admissions
LearnerServices
Student Roadmap
STUDENT ROADMAP
Student Finance
Career Services
Once the student is enrolled, they are required to complete the financial aid process.
At the end of the student's program, they receive assistance with employment prior to graduation.
Alumni Services
StudentFinance
CareerServices
When the student graduates, they receive assistance with employment after graduation
Admissions
Learner Services
A student's road at UMA begins with making a change in their life and enrolling in a program.
Alumni Services
When classes begin, the student get assigned an advisor for assistance with their coursework.
Admissions
LearnerServices
00:20
Student Roadmap
to Ultimate Medical Academy!
Welcome
Introduction
Student Roadmap
Training Expectations
Student Finance
WELCOME TO CLASSROOM TRAINING
Classroom Schedule
Camera Etiquette
Attendance Expectations
Training Expectations
Training Expectations
WELCOME TO CLASSROOM TRAINING
Classroom Schedule
Camera Etiquette
Attendance Expectations
Training Expectations
Training Expectations
to Ultimate Medical Academy!
Welcome
Introduction
Student Roadmap
Training Expectations
Student Finance
WELCOME TO STUDENT FINANCE!
Who is the Student Finance team?
We are the department that...
Student Finance
Job Responsibilities
What being a Student Finance Advisor entails.
WELCOME TO STUDENT FINANCE
Workplace Etiquette
Professionalism is key.
Communication
Properly messaging via Email and Teams.
How to be Successful
Tips to assist in becoming the best advisor.
Student Finance Teams
Learn the different teams within the SF dept.
Student Finance
JOB RESPONSIBILITIES
SF Business Hours
Student Finance
JOB RESPONSIBILITIES
Time Management
Clocked Out
Breaks
Clocked in
Student Finance
Job Responsibilities
What being a Student Finance Advisor entails.
WELCOME TO STUDENT FINANCE
Workplace Etiquette
Professionalism is key.
Communication
Properly messaging via Email and Teams.
How to be Successful
Tips to assist in becoming the best advisor.
Student Finance Teams
Learn the different teams within the SF dept.
Student Finance
Job Responsibilities
What being a Student Finance Advisor entails.
WELCOME TO STUDENT FINANCE
Workplace Etiquette
Professionalism is key.
Communication
Properly messaging via Email and Teams.
How to be Successful
Tips to assist in becoming the best advisor.
Student Finance Teams
Learn the different teams within the SF dept.
Student Finance
Job Responsibilities
What being a Student Finance Advisor entails.
WELCOME TO STUDENT FINANCE
Workplace Etiquette
Professionalism is key.
Communication
Properly messaging via Email and Teams.
How to be Successful
Tips to assist in becoming the best advisor.
Student Finance Teams
Learn the different teams within the SF dept.
Student Finance
Job Responsibilities
What being a Student Finance Advisor entails.
WELCOME TO STUDENT FINANCE
Workplace Etiquette
Professionalism is key.
Communication
Properly messaging via Email and Teams.
How to be Successful
Tips to assist in becoming the best advisor.
Student Finance Teams
Learn the different teams within the SF dept.
Student Finance
EMAIL
ETIQUETTE
Use a clear subject line.People will determine whether a response is required immediately based on the subject line (i.e. PTO Requests, Question about training, etc.)
Nothing is confidential.Every electronic message leaves a trail - emails can easily be printed or forwarded to others, so don’t write anything you wouldn’t want everyone to see.
Always respond if the email requires one but be cautious with 'Reply All'.Leadership expects responses. Always acknowledge that you have received the email but do not reply all unless told otherwise.
Keep it professional.Emails should be easy to read, free of any slang, grammatical errors, bad links, missing attachments and a confusing sentence can send the wrong message altogether.
EXPECTATIONS
Type A? Need a list to start your day?Leadership will send 'hit list' via email and require response once the tasks have been completed.
Planning a trip?For any missed punches or PTO requests, you must send an email to leadership to have it updated/approved.
Need a detailed answer?If you have a question that requires a longer answer, it is best to email your leadership to ensure it doesn't get lost in Teams chats.
Don't let your inbox go unnoticed.Emails should be checked often and responded to in a timely manner. Emails from leadership should be responded to within 30 minutes.
Click to reveal.
Click to reveal.
Student Finance
TEAMS CHAT
EXPECTATIONS
ETIQUETTE
Keep it simple. Keep your messages to short, concise questions/answers - bigger topics should be left for email and/or video calls.
Keep it simple. Keep your messages to short, concise questions/answers - bigger topics should be left for email and/or video calls.
Priority! Messages from your leadership are top priority - be checking often and replying ASAP.
Professionalism is key! Keep the language, images, videos and general content work appropriate - think before you post!
Positive vibes only! Avoid negativity in the chats - if you are struggling with something, reach out to your leadership directly.
Be mindful of tone and avoid caps. Tone is easy to misconstrue without the ability to read vocal and facial cues along with it and using caps can come off as screaming.
Keep it professional! Use appropriate greetings and know when & when not to use emojis/meme’s and always be sure they are appropriate.
Always proofread. Grammatical errors and missing screenshots signal a lack of professionalism - misspellings and a confusing sentence can send the wrong message altogether.
Nothing is confidential! Every electronic message leaves a trail - chats can easily be forwarded, so don’t write anything you wouldn't like for others to see.
Be mindful of tone and avoid caps. Tone is easy to misconstrue without the ability to read vocal and facial cues along with it and using caps can come off as screaming.
Click to reveal.
Click to reveal.
Priority! Messages from your leadership are top priority - be checking often and replying ASAP.
Keep it professional! Use appropriate greetings and know when & when not to use emojis/meme’s and always be sure they are appropriate.
Click to reveal.
Click to reveal.
Professionalism is key! Keep the language, images, videos and general content work appropriate - think before you post!
Always proofread. Grammatical errors and missing screenshots signal a lack of professionalism - misspellings and a confusing sentence can send the wrong message altogether.
Click to reveal.
Click to reveal.
Positive vibes only! Avoid negativity in the chats - if you are struggling with something, reach out to your leadership directly
Nothing is confidential! Every electronic message leaves a trail - chats can easily be forwarded, so don’t write anything you wouldn't like for others to see.
Click to reveal.
Click to reveal.
Student Finance
STUDENT FINANCE TEAMS
Student Facing
Non-Student Facing
ELIGIBILITY
CONTINUINGSTUDENT FINANCE
NEW STUDENTFINANCE
FINANCIAL LITERACY SERVICES
FISCALOPERATIONS
BUSINESSOFFICE OPERATIONS
Educates students on the next steps regarding their federal loans after finishing school at UMA.
Brings student's financial aid through the batching process and all aid is correct and update enrollments in NSLDS.
Calls students who are in their 2nd year & beyond to make sure their financial aid is up to date.
Reviews ledger cards for students to see if there are any changes, refunds, or stipends that need to be scheduled.
Assists new students with their financial aid documents in a timely manner.
Reviews background checks.
CSF
ELC
FLS
NSF
BOO
FISOPS
PROOF OFGRADUATION
REGISTRAR
STUDENTACCOUNTS
QUALITYASSURANCE
RETURN TO TITLE IV
RECEIVABLESMANAGEMENT
Evaluates all college level transcripts that are sent to UMA.
Reviews student's files for accuracy by ensuring the information & packaging falls within Title 4 regulation.
Calculates refunds for students who have withdrawn, been dismissed, or are going on a leave of absence.
Calls high schools, requests transcripts, and reviews POG's.
Reviews and revises files throughout the life cycle of the student's time at UMA.
Calls students to collect on their UMA loan payments.
POG
REG
SA
QA
RM
R2T4
Student Finance
STUDENT FINANCE TEAMS
Student Facing
Non-Student Facing
ELIGIBILITY
CONTINUINGSTUDENT FINANCE
NEW STUDENTFINANCE
FINANCIAL LITERACY SERVICES
FISCALOPERATIONS
BUSINESSOFFICE OPERATIONS
Brings student's financial aid through the batching process and all aid is correct and update enrollments in NSLDS.
Reviews background checks.
Educates students on the next steps regarding their federal loans after finishing school at UMA.
Calls students who are in their 2nd year & beyond to make sure their financial aid is up to date.
Assists new students with their financial aid documents in a timely manner.
Reviews ledger cards for students to see if there are any changes, refunds, or stipends that need to be scheduled.
CSF
ELC
FLS
NSF
BOO
FISOPS
PROOF OFGRADUATION
REGISTRAR
STUDENTACCOUNTS
QUALITYASSURANCE
RETURN TO TITLE IV
RECEIVABLESMANAGEMENT
Reviews student's files for accuracy by ensuring the information & packaging falls within Title 4 regulation.
Calls high schools, requests transcripts, and reviews POG's.
Evaluates all college level transcripts that are sent to UMA.
Calculates refunds for students who have withdrawn, been dismissed, or are going on a leave of absence.
Reviews and revises files throughout the life cycle of the student's time at UMA.
Calls students to collect on their UMA loan payments.
POG
REG
SA
QA
RM
R2T4
Student Finance
WHICH TEAMS BELONG WHERE?
Student Facing
Non-Student Facing
Student Finance
NEW vs. CONTINUING STUDENT FINANCE
Student Finance
NEW vs. CONTINUING STUDENT FINANCE
Student Finance
Breaks
Lunch When leaving for lunch, you must clock out and then clock back in when you return using our time management system.
15-Minute Breaks Throughout your shift you will have up to three, 15-minute breaks depending on your schedule once you leave classroom training.
Clocking Out
You are to remain clocked in and on the queue until your scheduled end of shift time. If leadership becomes aware of an early punch out or log out, it could lead to disciplinary action. You should never work off the clock!
DO NOT:
Student Finance Teams
There are many teams that make up the Student Finance department.
Learn more
Workplace Etiquette
NSF is the department itself but there are several teams that make up the department as a whole.
New Student Finance Subsequent Teams
Schedule
There are multiple schedules that are within these timeframes offered at UMA.
When you transition to your new team, your leadership will discuss each schedule option available to you. Please be sure to hold any questions regarding what types of schedules there are available until you reach your new team after classroom training.
Metrics
UMA is a contact center with a sole focus on customer support. The metrics in place are to ensure that you are succeeding at your role as a Student Finance Advisor (SFA) but also assisting our students to the best of your ability.
Completion must be 85%.
Performance
Must have a return rate lower than 20%.
Return Rate
Approximately 80 TOTAL calls per day - this is a combination of your inbounds and outbounds.
Calls
What is a return rate?
How is completion calculated?
Communication
Outlook
Teams
Return Rate
Completion Rate
Calls
All students must be contacted within 72 hours.
Must have a completion rate of at least 88% for each start.
Must have a return rate lower than 15%.
What is a return rate?
What is a completion rate?
Communication
Outlook
Teams
You are required to watch the video completely before proceeding.
CSF is the department itself, but the role of an advisor is named otherwise.
Continuing Student Finance Subsequent Teams
Metrics
UMA is a contact center with a sole focus on customer support. The metrics in place are to ensure that you are succeeding at your role as a Student Finance Advisor (SFA) but also assisting our students to the best of your ability.
Completion must be 85%.
Performance
Must have a return rate lower than 20%.
Return Rate
Approximately 80 TOTAL calls per day - this is a combination of your inbounds and outbounds.
Calls
What is a return rate?
How is completion calculated?
Communication
Outlook
Teams
CSF Advisor
Job Responsibilities
Communication
Outlook
Teams
As a Student Finance Advisor, you are required to:
Learn more
OUR STORY
1994
2015
2009
UMA Was Founded
UMA Was Acquired
UMA was founded in Clearwater, Florida as Ultimate Learning Center, Inc. We were recognized by Florida's Commission on Independent Education (CIE) and started serving the Tampa Bay community.
Clinical and Patient Educators Association (CPEA), a 501(c)(3) nonprofit organization, formed UMA Education, Inc. and acquired UMA.
Online Courses Began
We launched online allied healthcare courses to students throughout the U.S. Following the launch of online programs, UMA added a continuing medical education (CME) division.
CSF Advisor
Job Responsibilities
NSF Advisor
Job Responsibilities
CSF is the department itself, but the role of an advisor is named otherwise.
Continuing Student Finance Subsequent Teams
Workplace Etiquette
How to Be Successful
NSF is the department itself but there are several teams that make up the department as a whole.
New Student Finance Subsequent Teams
Return Rate
Completion Rate
Calls
All students must be contacted within 72 hours.
Must have a completion rate of at least 88% for each start.
Must have a return rate lower than 15%.
What is a return rate?
What is a completion rate?
NSF Advisor
Job Responsibilities
Clocked In
When you clock in for your shift every morning, you should be ready to work.
The phone queue turns on at 9am ET Monday through Thursday and Saturday, 10am ET on Friday, and 11am ET Sunday, and the statuses and service levels are monitored by leadership.
Attendance Expectations
If you are going to be absent, late, experience a power outage or internet connectivity issues, you must call the attendance number and leave a message.
813 - 283 - 9843
When leaving a message, you are required to state the following:
Camera Expectations
This is your schedule for the time you are in classroom training. Until told otherwise, you will follow this schedule even upon leaving the classroom portion of your new hire process.
Classroom Schedule
East Coast Class
West Coast Class