Customer Service Representative, Per Diem

Location: UHealth Tower

Schedule: PRN, as needed, with alternating weekends.

Job Title: Customer Service Representative (U)

Job Overview: The Customer Service Representative (U) is responsible for creating s for all patients families, and visitors upon entering the UHealth hospital lobbies. Customer Service Representative (U) will provide directions as needed, assist with parking validations and assist with any needs of our patients, family, and visitors. Must be friendly, empathic, compassionate, knowledgeable, well-spoken, and continuously customer-oriented.

• 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 Fast Pass 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.
• Maintain a clean work environment and professional appearance to comply with relevant health and safety procedures.
• Cover weekend and/or evening shifts as required.

• 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.
• Maintains professional attire and demeanor to project confidence with patients, families, and visitors.

High School diploma or equivalent

Prior Customer Service experience is 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.

H2

Part time

Temporary

The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.  for additional information.