Sr. Customer Service Representative Full Time Bascom Palmer Eye Institute Miami, FL

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The University of Miami, Bascom Palmer Eye Institute, has an exciting full time opportunity in the Department of Patient Access in Miami, Florida.

The Customer Service Representative 3 receives, reviews, and addresses a variety of inquiries, including 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 guides lower-level customer service staff and handles more complex or unusual problems.

• 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.

High School Diploma or equivalent/relevant experience, certification or license

Refer to department description for applicable certification requirements

Minimum 3 years of relevant experience required

- Learning Agility: Ability to learn new procedures, technologies, and protocols, and adapt to changing priorities and work demands.

- Teamwork: Ability to work collaboratively with others and contribute to a team environment.

- Technical Proficiency: Skilled in using office software, technology, and relevant computer applications.

- Communication: Strong and clear written and verbal communication skills for interacting with colleagues and stakeholders.

• Provide general information about services at UM/Sylvester, and prevention and management to the general public, patients and health professionals via the telephone and in person.
• Provide support to UM/Sylvester Patient Relations and other UM/Sylvester departments for information purposes, inquires and problem resolutions.
• Provide support to the Marketing Department for special service campaigns. Enrolling and confirming participants in community service activities.
• Provide liaison assistance, advocating patient rights to assure and facilitate the ease of patient flow throughout the medical process. Identify breakdowns in service, monitor issues of concerns for trends.
• Provide complimentary parking validations and meal tickets, when breakdowns in service occur.
• Provide a timely response to internet inquiries.
• Provide efficient and accurate responses to general requests.
• Upon request provide the TYY Telephone for the Hearing Impaired to department, divisions throughout the hospital.