Customer Service Representative 3 - Full Time - Bascom Palmer Eye Institute (Miami, FL)

University of Miami; United States; On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Tuition remission

Employee discounts

Job summary

University of Miami is seeking a Customer Service Representative 3 in the Department of Patient Access in Miami, FL. The role requires addressing inquiries, handling complaints, and guiding lower-level staff while resolving complex issues.

Qualifications include a High School Diploma or equivalent, 3+ years of relevant experience, and strong communication skills. The position offers competitive benefits within UHealth.

Qualifications

• High School Diploma or equivalent; relevant experience may substitute.
• Minimum 3 years of relevant experience required.
• Strong written and verbal communication skills; proficient with standard office software.

Responsibilities

• Receives, addresses, and responds to general inquiries, requests for service/support, and/or complaints.
• Researches inquiries to address issues or concerns.
• Escalates unresolved grievances to department leadership for review.
• Keeps records of interactions and documents final resolutions in the database.
• Verifies changes/resolutions have been finalized and communicates outcomes.

Skills

Learning agility

Teamwork

Technical proficiency

Communication

Education

High School Diploma or equivalent

Job description

Customer Service Representative 3 for the Department of Patient Access in Miami, Florida.

Customer Service Representative 3 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.
• 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/relevant experience, certification or license Certification and Licensing: Refer to department description for applicable certification requirements Experience: Minimum 3 years of relevant experience required

• Learning Agility: Ability to learn new procedures, technologies, and protocols, and adapt to changing priorities and work demands.
• Teamwork: Ability to work collaboratively with others and contribute to a team environment.
• Technical Proficiency: Skilled in using office software, technology, and relevant computer applications.
• Communication: Strong and clear written and verbal communication skills for interacting with colleagues and stakeholders.

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 The mission of the University of Miami is to transform lives through education, research, innovation, and service. A vibrant and diverse academic and healthcare community, the University of Miami and the University of Miami Health System ("UHealth") have rapidly progressed to become one of the nation’s top research universities and academic medical centers in the nation. The University comprises 12 schools and colleges serving undergraduate and graduate students in more than 350 majors and programs. Visit welcome.miami.edu/about-um to learn more about our points of pride. The University ranks No. 55 on U.S. News & World Report’s 2022 Best Colleges list and ranked No. 49 in the 2022 Wall Street Journal/Times Higher Education College Rankings. Bascom Palmer Eye Institute is ranked the #1 eye hospital in the USA and offers some of the nation's premiere eye doctors to treat every eye condition for adults. Sylvester Comprehensive Cancer, part of the Miller School of Medicine, received the prestigious National Cancer Institute designation in 2019. The University of Miami and UHealth have also ranked among the Forbes Best Employers and Best Employers for Women on several occasions, most recently in 2022. With more than 17,000 faculty and staff, the University strives for excellence, and is driven by a powerful mission to transform and impact the lives of its students, patients, members of the community, and people across the globe. The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.