Sr. Customer Service Representative - Doral

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The University of Miami Health System at Doral has an exciting opportunity for a full-time Sr. Customer Service Representative with a hire date of  June, 2024.

The University of Miami Health System will soon open the second phase to our state-of-the-art facility in Downtown Doral that serves as a western hub for our distinguished regional network of ambulatory services. This 160,000 square foot expansion will continue to bring world-class academic medicine, cutting-edge technology, and innovative treatment options to the rapidly growing Doral community.  UHealth at Doral will have services through the Sylvester Comprehensive Cancer Center, Bascom Palmer Eye Institute, and the Desai Sethi Urology Institute, as well as specialties such as cardiology, endocrinology, otolaryngology, gastroenterology, dermatology, and more. The expansion will provide residents with innovative, specialized medical services in the heart of their community.  Once complete, UHealth at Doral will have 8 operating rooms, 3 endoscopy procedure rooms, 33 cancer treatment bays, over 60 multidisciplinary exam rooms, and supporting ancillary services like imaging, lab, and respiratory therapy. UHealth at Doral will open in September, 2024.

The Senior Customer Service Representative receives, reviews, and addresses a variety of inquiries, to include complaints, requests for information and/or service etc. and follows-up on customer concerns via face-to-face, email, fax, telephone and/or regular mail. This position also provides guidance to lower-level customer service staff and handles the more complex or unusual problems.

Core Job Functions:

• Assists lower-level customer service staff with day-to-day requests.

• Receives, addresses, and responds to general inquiries, requests for service/support and/or complaints.

• Promptly researches all inquiries, issues, or concerns and refers to other service areas/departments for follow up, as needed.

• Resolves complex and unusual problems and communicates solution 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.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

Core Qualifications:

Education:

High school diploma or equivalent

Experience:

Minimum two (2) years of relevant experience

Any appropriate combination of relevant education, experience and/or certification may be considered.

Knowledge, Skills and Attitudes:

• Ability to communicate effectively in both oral and written form.

• Ability to recognize, analyze and solve a variety of problems.

• bility to process and handle confidential information with discretion.

• Ability to work evening, nights, and weekends as necessary.

• Ability to lead, motivate, develop, and train others.

• Proficiency in computer software i.e., Microsoft Office).

Department Specific Functions:

Serve as the first point of contact with patients/customers and helps individuals by responding to routine questions, providing general information. Projects a professional appearance and pleasant demeanor creating a welcoming atmosphere. Interact and works effectively with patients/customers of all ages and cultural backgrounds, and the healthcare team to ensure a favorable first impression and positive patient experience. Identify and assess patients and customers' needs to achieve satisfaction. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resoluti