Customer Service Representative, Full Time

University of Miami; United States; On-site; USD 32,000 - 42,000; Full time

Job summary

The University of Miami Health System is seeking a Customer Service Representative (U) to make a positive first impression on patients, families, and visitors, including badge creation and directing them through UHealth hospital lobbies.

The role requires strong English skills, empathy, and the ability to multi-task in a fast-paced environment while maintaining confidentiality and professionalism.

Qualifications

• 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.

Responsibilities

• Maintains patient confidentiality and privacy at all times.
• Creates ID badges for patients, families, and visitors entering the hospital.
• Provides directions and assists with parking validations and related needs.
• Escorts patients or family members when appropriate and assists with wheelchair transportation.
• Verifies appointments in EPIC to validate parking and coordinates with Public Safety when needed.

Skills

English proficiency

Multilingual preferred

Customer service

Communication skills

Education

High School diploma or equivalent

Job description

Location: UHealth Tower

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. 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 Fast Pass 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. Maintain 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

Minimum Qualifications (Essential Requirements): 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.

Education: High School diploma or equivalent

Experience: Prior Customer Service experience is 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.

The above statements are intended to describe the general nature and primary responsibilities of this job classification. Specific duties and tasks may vary based upon departmental needs. Other duties may be assigned to the above consistent with the knowledge, skills, and abilities required for the job. This a job profile description and not all duties may be assigned to a specific position in each individual department.

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.