Senior Customer Service Rep-UF Call Center-Full Time-Days

UF Health • Jacksonville, FL

5d

About The Position

The Senior Customer Service Representative serves as a senior member of the Patient Access Center Pod, supporting patient access operations. The role performs patient scheduling, registration, insurance verification, appointment coordination, and customer service, while also serving as a subject matter resource for team members and providing backup support to the Team Lead.

The Senior CSR assists with workflow coordination, staff onboarding and training, quality monitoring, resolution of patient and call escalations, troubleshooting operational issues, and maintaining daily workflow continuity. The role supports departmental operations, promotes process consistency, and helps ensure an exceptional patient experience and efficient Patient Access Center operations.

Requirements

• At least 1 year of experience with the UFJPI Patient Access Center.
• High school diploma or GED equivalent required.

Responsibilities

• Perform patient scheduling, registration, insurance verification, and appointment coordination while providing customer service.
• Identify operational issues and recommend solutions to improve workflow efficiency, service quality, and the patient experience.
• Provide backup support to the Team Lead and help coordinate daily operations and workflows.
• Assist with coordinating staff assignments to support operational efficiency and established service levels.
• Provide real-time guidance to team members resolving complex scheduling, registration, and patient service issues.
• Support leadership in implementing process improvements, workflow enhancements, and departmental initiatives.
• Manage escalated calls and inquiries from patients, providers, and internal departments, ensuring timely and professional resolution.
• Serve as a subject matter expert on scheduling systems, registration processes, insurance verification requirements, departmental policies, and standard operating procedures.
• Assist with onboarding, training, coaching, and ongoing development of staff.
• Participate in quality assurance activities, including call monitoring, documentation reviews, and performance feedback.
• Participate in departmental meetings, special projects, and organizational initiatives as assigned.
• Maintain compliance with organizational policies, HIPAA regulations, and patient confidentiality standards.
• Perform other duties as assigned to support departmental and organizational objectives.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED