Customer Service Representative 3 (H)

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.
• Solves 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.

Department Specific Functions

• 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.
• Communicate in a professional, clear, concise, well-modulated and empathetic manner with individuals requesting information whether by telephone or in person.
• Provide escort assistance and directions to patients, visitors, faculty, and staff.
• Aid with wheelchair requests and contact the Transportation Department by completing an electronic requisition.
• Aid with checking-in patients to their appointments.
• Aid patients navigate through the Kiosk Self-Check In workflow and provide additional assistance as needed.
• Change Kiosk Filter and disinfect as required.
• Provide check-out support, as needed.
• Support with the pre-service duties by calling and advising patients of their financial responsibility.
• Participate in training and continuing education programs and staff meetings.
• Assist in training of new staff.
• Maintain desk area and waiting area clean and free of clutter.

Core Qualifications

• A High School Diploma or equivalent.
• Minimum 3 years of relevant experience.
• Bilingual (preferred).

Knowledge, Skills and Attitudes

• Ability to communicate effectively in both oral and written form.
• Ability to recognize, analyze and solve a variety of problems.
• Ability to process and handle confidential information with discretion.
• Ability to work evening, nights, and weekends as necessary.
• Proficiency in computer software (i.e., Microsoft Office).

Pay

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

Schedule

This position works onsite on UHealth campus.

Benefits

The University of Miami offers a comprehensive benefits package including medical, dental, tuition remission and more.

Pay

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

Status

Full time.

Type

Staff.