Customer Service Representative ; H

Customer Service Representative 3 (H) – Responsibilities

• 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.
• Resolves 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.
• Adheres to University and unit-level policies and procedures and safeguards University assets.

• 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.
• Perform required search utilizing various tools, computer software, and the internet.
• Greets patients that present to their appointment and sign in the appointment, as applicable.
• Assist with wheelchair requests and contact the Transportation Department by completing an electronic requisition.
• Assist with checking‑in patients to their appointments.
• Assist 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.
• Perform area rounding and engage with any patients and/or visitors to ensure they are in the correct place and have not been missed. When approved and available, offer refreshments and snacks.
• 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.

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

• Ability to communicate effectively in both oral and written form.
• Ability to recognize, analyze and solve 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).

Job Status:
Full time

Employee Type:
Staff

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

The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.