Sr. Customer Service Representative - Doral
University of Miami

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The University of Miami Health System at Doral has an exciting opportunity for a full-time Sr. Customer Service Representative with a hire date of June, 2024.

The University of Miami Health System will soon open the second phase to our state-of-the-art facility in Downtown Doral that serves as a western hub for our distinguished regional network of ambulatory services. This 160,000 square foot expansion will continue to bring world-class academic medicine, cutting-edge technology, and innovative treatment options to the rapidly growing Doral community. UHealth at Doral will have services through the Sylvester Comprehensive Cancer Center, Bascom Palmer Eye Institute, and the Desai Sethi Urology Institute, as well as specialties such as cardiology, endocrinology, otolaryngology, gastroenterology, dermatology, and more. The expansion will provide residents with innovative, specialized medical services in the heart of their community. Once complete, UHealth at Doral will have 8 operating rooms, 3 endoscopy procedure rooms, 33 cancer treatment bays, over 60 multidisciplinary exam rooms, and supporting ancillary services like imaging, lab, and respiratory therapy. UHealth at Doral will open in September, 2024.

The Senior Customer Service Representative receives, reviews, and addresses a variety of inquiries, to include 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 provides guidance to lower-level customer service staff and handles the more complex or unusual problems.

Core Job Functions:

• Assists lower-level customer service staff with day-to-day requests.
  
• Receives, addresses, and responds to general inquiries, requests for service/support and/or complaints.
  
• Promptly researches all inquiries, issues, or concerns and refers to other service areas/departments for follow up, as needed.
  
• Resolves complex and unusual problems and communicates solution 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.
  

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:

Education:

High school diploma or equivalent

Experience:

Minimum two (2) years of relevant experience

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

Knowledge, Skills and Attitudes:

• Ability to communicate effectively in both oral and written form.
  
• Ability to recognize, analyze and solve a variety of problems.
  

• bility to process and handle confidential information with discretion.
  
• Ability to work evening, nights, and weekends as necessary.
  
• Ability to lead, motivate, develop, and train others.
  
• Proficiency in computer software i.e., Microsoft Office).
  

Department Specific Functions:

Serve as the first point of contact with patients/customers and helps individuals by responding to routine questions, providing general information. Projects a professional appearance and pleasant demeanor creating a welcoming atmosphere. Interact and works effectively with patients/customers of all ages and cultural backgrounds, and the healthcare team to ensure a favorable first impression and positive patient experience. Identify and assess patients and customers' needs to achieve satisfaction. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Provide accurate, valid, and complete wayfinding and general information as it relates to department, clinic, or facility by using the right methods/tools Assist patients in navigating self-serve technology options in person or remotely. Handle high volume of inbound and outbound calls to and from patients and customers, listening to customers' needs and providing helpful solutions and/or directing them accordingly. Process transactions quickly and accurately in a fast-paced environment. Interface effectively with all members of the healthcare team. Maintain a close working relationship and collaborate with all members of the healthcare team to ensure a positive experience for customers, patients, caregivers. Serve as subject matter expert and provide training for other Customer Service Staff. Perform other duties as assigned.

Department Specific Qualifications:

A highly motivated individual with the ability to obtain HFMA Patient Access Essentials certification and satisfactorily demonstrate/role play outstanding interpersonal skills with a commitment to service excellence and meeting departmental and individual goals may be considered.

Knowledge, Skills and Attitudes:

• Tier 1 essential worker that provides critical functions that cannot be paused in traditional and non-traditional healthcare settings subject to potential contact with patients who can transmit infectious diseases.
  
• Able to be available 30 minutes prior to opening and after facility/clinic ends, which fluctuates depending on clinic and provider, in addition to weekends, evenings, holidays, and during disastrous events (e.g., hurricanes, pandemics, etc.)
  
• Able to float and provide coverage without advance notice based on daily organizational needs, including working in offsite locations, or tents.
  
• Onsite presence is required to fulfill role regarded as vital in the delivery of healthcare services regardless of environmental conditions.
  
• Adherence to punctuality and attendance standards, remaining flexible to meet departmental needs and ensure appropriate clinic flow.
  
• Ability to navigate multiple systems and independently service patients promptly in a fast paced, constantly changing environment.
  
• Ability to recognize, analyze, solve, and de-escalate issues that may arise during workday by applying sound judgement and critical thinking.
  
• Knowledge of health care regulatory guidelines and compliance including but not limited to: HIPAA, JC, AHCA, EMTALA, OSHA, and CMS.
  
• Strong telephone contact handling skills and active listening.
  
• Excellent communication and presentation skills.
  
• Ability to prioritize and manage time effectively.
  
• Ability to interact and work effectively with patients/customers of all ages and cultural backgrounds.
  

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:
H4

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