Customer Service Representative (U)
University of Miami
- Miami, FL
- Permanent
- Full-time
- 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 secure 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.
- Maintains a clean work environment and professional appearance to comply with relevant health and safety procedures.
- Cover weekend and/or evening shifts as required.
- High School diploma or equivalent
- Prior Customer Service experience helpful
- 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.
- 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.
- Greets patients/visitors upon arrival at building entrances.
- Enforces current visitor policy.
- Conducts initial screening utilizing an approved screening questionnaire.
- Directs patient/visitor appropriately based on screening responses.
- Understands, complies, and enforces infection control procedures and regulations for visitors.
- Ensures adequate supplies are on hand.
- Works with site leaders to resolve unique situations and troubleshoot issues that may arise.
- Adheres to University and unit-level policies and procedures and safeguards University assets.
- Dependent on UHealth visitation policy, additional duties may be added as needed.
- Cover morning, mid, evening, and weekend shifts as required.