Customer Service Representative (U)

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The department of Patient Experience has an exciting opportunity for a full-time Customer Service Representative to work onsite. The Customer Service Representative (U) is responsible for providing the pivotal first impression and setting the tone for the patient, family, or visitor experience.  This position is responsible for creating ID badges for all patients, families, and visitors upon entering the UHealth hospital lobbies.  The Customer Service Representative (U) will provide directions as needed, assist with parking validations, and assist with any needs of our patients, family, and visitors. Must be friendly, empathic, compassionate, knowledgeable, well-spoken, and continuously customer-oriented.

CORE JOB FUNCTIONS

• Maintains patient confidentiality and privacy by accessing patient information only to the extent necessary to fulfill assigned duties.  Executes departmental policy regarding HIPAA requirements.  All patient information must be kept private, confidential, and secure.  All lists, reports, files, and documents must always be properly secured and stored.  Interviews should be conducted in such a manner as to afford the patient reasonable audio and visual privacy.
• Make safety, customer service, care, and satisfaction the priority in every interaction.
• Responsible for badging all patients, families, and visitors that enter the UHealth hospital.
• Creating an online profile for patients, families, and visitors so their next visit will be entered into the secure system so we can improve the speediness of issuing badges.
• Adheres to the CICARE and ACT framework by demonstrating professionalism, cooperation, alertness, helpfulness, and receptiveness with a kind and compassionate demeanor to all patients, visitors, and other staff members.
• Act as a point of reference for patients, families, and visitors who need assistance or information and attend to their wishes and requirements.
• Listens carefully to all patient, family, and visitor requests to provide a positive experience for them and to proactively identify any support they may require.
• Escorts patients or family members when appropriate.
• Assist with wheelchair transportation or anything needed to help our differently-abled patients.
• Verify appointments in EPIC to validate parking.
• Work closely with Public Safety for any patients/visitors who are not permitted to visit the facility and are flagged in our system.
• Maintains a clean work environment and professional appearance to comply with relevant health and safety procedures.
• Cover weekend and/or evening shifts as required.

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
• Prior Customer Service experience helpful

Knowledge, Skills, and Attitudes:

• Commitment to the University’s core values.
• Ability to work independently and in a collaborative environment.
• Ability to communicate effectively in both oral and written form.
• Ability to recognize, analyze, and anticipate our patients, families, and visitors’ needs.
• Proficiency in English; multilingual skill is strongly preferred.
• Able to work in a fast-paced environment with a calm, professional, and empathic demeanor.
• Ability to multitask and utilize time-management skills.
• Provide the highest level of customer service and promote a welcoming environment.
• Excellent communication skills; speak clearly and maintain a positive tone and a helpful attitude.
• Ensures a clean, pleasant, and safe working environment.
• Maintains professional attire and demeanor to project confidence with patients, families, and visitors.

Department-Specific Functions:                                                                                          

• Greets patients/visitors upon arrival at building entrances.  
• Enforces current visitor policy.
• Conducts initial screening utilizing an approved screening questionnaire.
• Directs patient/visitor appropriately based on screening responses.
• Understands, complies, and enforces infection control procedures and regulations for visitors.
• Ensures adequate supplies are on hand.
• Works with site leaders to resolve unique situations and troubleshoot issues that may arise.
• Adheres to University and unit-level policies and procedures and safeguards University assets.
• Dependent on UHealth visitation policy, additional duties may be added as needed.
• Cover morning, mid, evening, and weekend shifts as required.

Any appropriate combination of relevant education, experience and/or certifications may be considered.

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.

Patient safety is a top priority. As a result, during the Influenza ("the flu") season (September through April), the University Of Miami Miller School Of Medicine requires all employees who provide ongoing services to patients, work in a location (all Hospitals and clinics) where patient care is provided, or work in patient care or clinical care areas, to have an annual influenza vaccination. Failure to meet this requirement will result in rescinding or termination of employment.

The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.

Job Status:

Full time

Employee Type:

Staff

Pay Grade:

U2