Job Description

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The department of Patient Experience has an exciting opportunity for a full-time Customer Service Representative to work on the UHealth campus. 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. Incumbent must be available work assigned shift on nights and weekends from 1:30 pm to 10:00 pm.

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

• High School diploma or equivalent
• Minimum 1 year of relevant experience
• Incumbent must be available work assigned shift on nights and weekends from 1:30 pm to 10:00 pm.

Knowledge, Skills and Attitudes:

• Ability to communicate effectively in both oral and written form.
• Ability to recognize, analyze and solve a variety of problems.
• Ability to process and handle confidential information with discretion.
• Ability to work evening, nights, and weekends as necessary.
• Proficiency in computer software (i.e. Microsoft Office).

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.

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.

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