Customer Service Representative 3 (H)

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The department of Patient Access has an exciting opportunity for a full-time Customer Service Representative 3 (H) to work onsite on UHealth campus. The Customer Service Representative 3 (H) receives, reviews, and addresses a variety of inquiries, including complaints, requests for information and/or service, etc., and follows up on customer concerns via face-to-face, email, fax, telephone, and/or regular mail. This position also guides lower-level customer service staff and handles more complex or unusual problems.

CORE JOB FUNCTIONS

• Receives, addresses, and responds to general inquiries, requests for service/support, and/or complaints.

• Researches all inquiries to address any issues or concerns. Refers concerns to other service areas/departments for follow-up, as needed.

• Resolves routine and basic problems and communicates solutions or requested information to the customer. Verifies that appropriate changes/resolutions have been finalized.

• Keeps record of customer interactions, recording details of inquiries, complaints, comments, and final resolution in applicable database.

• Escalates and refers unresolved customer grievances to department leadership for further review, as necessary.

• Reviews and processes confidential information with discretion.

• Adheres to University and unit-level policies and procedures and safeguards University assets.

Department Specific Functions

• Maintain knowledge of medical professionals based on department, division and areas of special interest and affiliations

• Maintain a working knowledge of general requirements for special programs

• Maintain a working knowledge of clinical trial referral resources

• Communicate in a professional, clear, concise, well-modulated and empathetic manner with individuals requesting information whether by telephone or in person

• Provide escort assistance and directions to patients, visitors, faculty, and staff

• Perform required search utilizing various tools, computer software, and the internet

• Greets patients that present to their appointment and sign in the appointment, as applicable

• Assist with wheelchair requests and contact the Transportation Department by completing an electronic requisition

• Assist with checking-in patients to their appointments

• Assist patients navigate through the Kiosk Self-Check In workflow and provide additional assistance as needed.

• Change Kiosk Filter and disinfect as required

• Provide check-out support, as needed

• Support with the pre-service duties by calling and advising patients of their financial responsibility

• Perform area rounding and engage with any patients and/or visitors to ensure they are in the correct place and have not been missed. When approved and available, offer refreshments and snacks.

• Participate in training and continuing education programs and staff meetings

• Assist in training of new staff

• Maintain desk area and waiting area clean and free of clutter

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This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

CORE QUALIFICATIONS

• High School Diploma or equivalent

• Minimum 3 year of relevant experience

• Bilingual (preferred)

Knowledge, Skills and Attitudes:

• Ability to communicate effectively in both oral and written form.

• Ability to recognize, analyze and solve a variety of problems.

• Ability to process and handle confidential information with discretion.

• Ability to work evening, nights, and weekends as necessary.

• Proficiency in computer software (i.e., Microsoft Office).

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.

Job Status:

Full time

Employee Type:

Staff