Senior Customer Service Rep-UF Call Center-Full Time-Days

University of Florida Jacksonville Physicians, Inc.; Jacksonville (FL); On-site; USD 36,000 - 48,000; Full time

Job summary

University of Florida Jacksonville Physicians, Inc. (UFJPI) seeks a Senior Customer Service Representative to join the Patient Access Center. The role handles scheduling, registration, and insurance verification, while serving as a resource for teammates and providing backup support to the Team Lead.

The Sr. CSR assists with onboarding, training, quality monitoring, issue resolution, and workflow continuity, ensuring an exceptional patient experience and efficient department operations.

Qualifications

• 1 year of experience with UFJPI Patient Access Center required.
• High school diploma or GED required.

Responsibilities

• Perform all functions related to patient scheduling, registration, insurance verification, and appointment coordination while providing exceptional customer service.
• Identify operational issues and recommend solutions to improve workflow efficiency, service quality, and the patient experience.
• Assist in maintaining workflow continuity by providing backup support to the Team Lead, including coordinating daily operations as needed.
• Participate in departmental meetings, special projects, and organizational initiatives as assigned.
• Perform other duties as assigned to support departmental and organizational objectives
• Maintain compliance with organizational policies, HIPAA regulations, and patient confidentiality standards.
• Assist with coordinating daily workflows and staff assignments to support operational efficiency and maintain established service levels.
• Provide real-time guidance and support to team members in resolving complex scheduling, registration, and patient service issues.
• Support leadership in implementing process improvements, workflow enhancements, and departmental operational initiatives.
• Manage escalated calls and inquiries from patients, providers, and internal departments, ensuring timely, professional, and effective resolution.
• Serve as a subject matter expert for scheduling systems, registration processes, insurance verification requirements, departmental policies, and standard operating procedures.
• Assist with the onboarding, training, coaching, and ongoing development of new and existing staff to promote consistency and adherence to established processes.
• Participate in quality assurance activities, including call monitoring, documentation reviews, and performance feedback to support continuous improvement.

Skills

Customer service

Scheduling

Insurance verification

Team support

Education

High school diploma or GED

Job description

Overview

Description: The Senior Customer Service Representative (Sr. CSR) serves as a senior member of the Patient Access Center Pod, providing support for patient access operations. In addition to performing all responsibilities related to patient scheduling, registration, insurance verification, and customer service, the Sr. CSR serves as a subject matter resource for team members and provides backup support to the Team Lead.

This role assists with workflow coordination, staff onboarding and training, quality monitoring, resolution of patient and call escalations, troubleshooting operational issues, and maintaining daily workflow continuity. The Senior CSR plays a key role in supporting departmental operations, promoting process consistency, and ensuring an exceptional patient experience while contributing to the overall efficiency and success of the Patient Access Center.

Responsibilities

• Perform all functions related to patient scheduling, registration, insurance verification, and appointment coordination while providing exceptional customer service.
• Identify operational issues and recommend solutions to improve workflow efficiency, service quality, and the patient experience.
• Assist in maintaining workflow continuity by providing backup support to the Team Lead, including coordinating daily operations as needed.
• Participate in departmental meetings, special projects, and organizational initiatives as assigned.
• Perform other duties as assigned to support departmental and organizational objectives
• Maintain compliance with organizational policies, HIPAA regulations, and patient confidentiality standards.
• Assist with coordinating daily workflows and staff assignments to support operational efficiency and maintain established service levels.
• Provide real‑time guidance and support to team members in resolving complex scheduling, registration, and patient service issues.
• Support leadership in implementing process improvements, workflow enhancements, and departmental operational initiatives.
• Manage escalated calls and inquiries from patients, providers, and internal departments, ensuring timely, professional, and effective resolution.
• Serve as a subject matter expert for scheduling systems, registration processes, insurance verification requirements, departmental policies, and standard operating procedures.
• Assist with the onboarding, training, coaching, and ongoing development of new and existing staff to promote consistency and adherence to established processes.
• Participate in quality assurance activities, including call monitoring, documentation reviews, and performance feedback to support continuous improvement.

Qualifications

• Experience: 1 years' experience with UFJPI Patient Access Center required
• Education: High school diploma or GED equivalent - required
• Additional Duties: Additional duties as assigned may vary.

UFJPI is an Equal Opportunity Employer and Drugfree Workplace