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The University of Miami, Bascom Palmer Eye Institute, has an exciting full time opportunity in the Department of Patient Access in Miami, Florida.

The 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

Knowledge, Skills and Abilities:

- 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.

This is a core job profile description and is not reflective of all duties that may be assigned to a specific position in each individual department. The above statements are intended to describe the general nature and primary responsibilities of this core job profile. 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.

DEPARTMENT SPECIFIC

• Provide general information about services at UM/Sylvester, and prevention and management to the general public, patients and health professionals via the telephone and in person.
• Provide support to UM/Sylvester Patient Relations and other UM/Sylvester departments for information purposes, inquires and problem resolutions.
• Provide support to the Marketing Department for special service campaigns. Enrolling and confirming participants in community service activities.
• Provide liaison assistance, advocating patient rights to assure and facilitate the ease of patient flow throughout the medical process. Identify breakdowns in service, monitor issues of concerns for trends.
• Provide complimentary parking validations and meal tickets, when breakdowns in service occur.
• Provide a timely response to internet inquiries.
• Provide efficient and accurate responses to general requests.
• Upon request provide the TYY Telephone for the Hearing Impaired to department, divisions throughout the hospital.
  

Key Results Area: Weight: 25%

• Maintain knowledge of medical professionals based on department, division and areas of special interest and affiliations.
• Maintain a working knowledge of general requirements for special programs.
• Maintain a working knowledge of clinical trial referral resources.
• Maintain a clear and concise understanding of job requirements. Adhere to assigned work schedule, dress code, policies and procedures.
• Maintain and update resource manual with general information sources. Maintain a working knowledge of medical specialties, and diagnoses to ensure that the appropriate information is provided.
• Assure ease of patient flow through medical care process. Respond to inquires in a professional, accurate and timely manner.
  

Key results Area: Weight 25%

• Communicate in a professional, clear, concise, well-modulated and empathetic manner with individuals requesting information whether by telephone, mail, or in person.
• Providing escort assistance and directions to patients, visitors, faculty and staff at UMHC throughout UM/Sylvester.
• Maintain direct communication with manager or designee, co-workers and customers. Understands and accepts directives from the manager of designee as it relates to and regarding job knowledge, expected performance and changes in job duties.
• Maintains a clear understanding of guidelines and Policies and Procedures.
• Job descriptions are not intended, and should not be construed to be an exhaustive lists of all responsibilities, skills, and efforts or working conditions associated with a job. Management reserves the right to revise duties as needed.
• Perform required research utilizing various tools, computer software, publications, textbooks and the internet.
• Document inquires using departmental standards notify Attending physicians of patients seen in the Evaluation and Treatment Unit. Accurately record and maintain departmental and inter-departmental tracking logs.
• Conduct follow-up calls in a timely manner and advise callers of intended follow-ups. Assemble mail outs consisting of material requested by callers.
  

Key Results Area Weight_ 25%

• Read new materials and on-line information on a daily basis and integrate new knowledge into program operations to include daily periodicals.
• Participate in training and continuing education programs and staff meetings.
• Sell five-day discounted parking passes. Maintain accurate record keeping of receipt log and journal, cash flow and parking tickets.
• Distribute scrub cards and wheelchairs. Maintain and monitor inventory to prevent loss and theft.
• Assist and support co-workers, faculty, staff and customers. Assisting in training of new staff. Other duties as assigned

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.

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