Customer Service Representative, Full Time

University of Miami•Miami, FL

1d•Onsite

About The Position

The Customer Service Representative is responsible for creating a positive first impression and setting the tone for the experience of patients, families, and visitors at UHealth Tower. The role creates identification badges for people entering the hospital, provides directions, assists with parking validations, and responds to other needs. The representative is expected to be friendly, empathetic, compassionate, knowledgeable, well-spoken, and consistently customer-oriented. The position maintains patient confidentiality and follows departmental HIPAA policies. It prioritizes safety, care, customer service, and satisfaction in every interaction; creates online profiles to support future visits through the Fast Pass system; and follows the CICARE and ACT frameworks. The representative serves as a point of reference, listens for requests and support needs, escorts patients or family members when appropriate, and assists with wheelchair transportation or other needs of differently abled patients. The role verifies appointments in EPIC for parking validation, works with Public Safety regarding individuals flagged as not permitted to visit, and maintains a clean work environment and professional appearance. Weekend and/or evening shifts may be required.

Requirements

High school diploma or equivalent.
Proficiency in English.
Ability to work in a fast-paced environment while remaining calm, professional, and empathetic.
Ability to multitask and use time-management skills.
Ability to provide a high level of customer service and promote a welcoming environment.
Excellent communication skills, including clear speech, a positive tone, and a helpful attitude.
Ability to maintain a clean, pleasant, and safe working environment.
Ability to maintain professional attire and demeanor.
Commitment to the University’s core values.
Ability to work independently and collaboratively.
Ability to communicate effectively orally and in writing.
Ability to recognize, analyze, and anticipate the needs of patients, families, and visitors.

Nice To Haves

Multilingual skills are strongly preferred.
Prior customer service experience is helpful.

Responsibilities

Maintain patient confidentiality and privacy, access patient information only as needed, follow HIPAA requirements, and keep patient information and related records secure.
Make safety, customer service, care, and satisfaction priorities in every interaction.
Create badges for patients, families, and visitors entering the UHealth hospital.
Create online profiles for patients, families, and visitors to support future visits through the Fast Pass system.
Demonstrate the CICARE and ACT frameworks through professionalism, cooperation, alertness, helpfulness, receptiveness, and a compassionate demeanor.
Assist patients, families, and visitors with information and requests, and identify support they may need.
Escort patients or family members when appropriate.
Assist with wheelchair transportation and other needs of differently abled patients.
Verify appointments in EPIC to validate parking.
Work with Public Safety regarding patients or visitors flagged as not permitted to visit the facility.
Maintain a clean work environment and professional appearance in accordance with health and safety procedures.
Cover weekend and/or evening shifts as required.