Customer Service Representative 3 (H)

Customer Service Representative 3 (H)

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

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.