Customer Service Representative, Full Time

University of Miami•Miami, FL

10d•Onsite

About The Position

The Customer Service Representative is responsible for creating a positive first impression and setting the tone for the patient, family, and visitor experience at UHealth Tower. The role creates ID badges for patients, families, and visitors entering the hospital lobbies, provides directions, assists with parking validation, and responds to other needs. The representative is expected to be friendly, empathetic, compassionate, knowledgeable, well-spoken, and consistently customer-oriented. The position protects patient privacy and confidentiality, follows HIPAA requirements, and keeps patient information and related records secure. It prioritizes safety, customer service, care, and satisfaction in every interaction; applies the CICARE and ACT frameworks; and helps patients, families, and visitors by listening to their requests, providing information, escorting them when appropriate, and arranging wheelchair transportation or other assistance. The representative verifies appointments in EPIC for parking validation, works with Public Safety regarding visitors flagged as not permitted, 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 maintaining a calm, professional, and empathetic demeanor.
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 speaking clearly and maintaining a positive tone and 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 in oral and written form.
Ability to recognize, analyze, and anticipate the needs of patients, families, and visitors.

Nice To Haves

Multilingual skills.
Prior customer service experience.

Responsibilities

Create ID badges for patients, families, and visitors entering UHealth hospital lobbies.
Create online profiles so future visits can be entered into the Fast Pass system.
Provide directions, assist with parking validations, and respond to other patient, family, and visitor needs.
Maintain patient confidentiality and privacy, access information only as needed for assigned duties, and follow departmental HIPAA policy.
Secure patient information, lists, reports, files, and documents; conduct interviews with reasonable audio and visual privacy.
Make safety, customer service, care, and satisfaction a priority in every interaction.
Demonstrate the CICARE and ACT frameworks through professionalism, cooperation, alertness, helpfulness, receptiveness, and a kind, compassionate demeanor.
Serve as a point of reference for patients, families, and visitors seeking assistance or information.
Listen to requests, provide a positive experience, and proactively identify support needs.
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 who are flagged as not permitted to visit the facility.
Maintain a clean work environment and professional appearance in accordance with relevant health and safety procedures.
Cover weekend and/or evening shifts as required.