Current Employees:
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Transforming Lives
The University of Miami is among the top research universities and academic medical centers in the nation, and one of the largest private employers in South Florida.
With more than 16,000 faculty and staff, the University strives for excellence, and is driven by a powerful mission to transform and impact the lives of its students, patients, members of the community, and people across the globe.
The University is committed to fostering a culture of belonging, where everyone feels valued and has the opportunity to add value. Through values of Diversity, Integrity, Responsibility, Excellence, Compassion, Creativity, and Teamwork (DIRECCT) the U community works together to create an environment driven by purpose, excellence, community, and service.
UHealthConnect in Medley is actively seeking a full-time Customer Service Representative. The 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.
CORE JOB FUNCTIONS
Answer and address all issues/concerns/requests in accordance with the Information Center policies to ensure goal attainment with service levels, answering timeframes and call abandonment goals. Provide general information about services at UHealth to the general public, patients and health professionals via the telephone and in person in a timely and efficient manner.
Communicate in a professional, clear, concise, well-modulated and empathetic manner with individuals requesting information whether by telephone, mail, or in person.
Complies with and maintains a clear understanding of UHealth, HR and the Information Center guidelines, policies and procedures.
Conduct follow-up calls in a timely manner and advise callers of intended follow-ups. Respond to all emails/telephone messages/verbal requests within timelines specified.
Initiate, monitor and complete all Emergent and non-emergent page requests from internal departments, outpatients, physicians, etc., in accordance with UMMG’s paging protocols, response time compliancy and escalation directions. Ensure all pages effectively and efficiently processed to ensure patient safety and service excellence.
Maintain direct communication with manager or designee, co-workers and customers. Understands and accepts directives from the manager or designee as it relates to and regarding job knowledge, expected performance and changes in job duties.
Maintain excellent understanding of all UMHC/SCCC/UMH/DFB/JMH/VA/UHealth Satellites on call schedules to increase efficiency and accuracy with incoming and escalated Emergency On Call Physician page requests. Random quality checks of assigned on call schedules to be completed in accordance with monthly assignment from Manager.
Maintain professionalism during high stress times, high call volume and emergency paging requests including 911 emergency call redirections.
Participate in training and continuing education programs and staff meetings. Read new materials and on-line information on a daily basis and integrate new knowledge into program operations to include daily periodicals. Assist Manager with team building activities and projects to maintain employee morale and satisfaction.
Processes emergent and non-emergent paging requests to all UHealth physicians in accordance with UMMG Clinical Practice Principle 3.10. Ensures all pages are placed, escalated and resolved during shift. Follow up on all escalated pages and ensure proper documentation completed and hierarchy processed at Division Chiefs or Chairmen’s’ level before escalating to Dean.
Provide a timely response to website 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.
Provide answering service functions to various divisions and departments utilizing UChart, Amcom and various other software programs to strive for first call resolution. Prepare daily answering service reports to be faxed to Departments as needed.
Provide paging services for stat results to all internal departments (CTU/Inpatient/Pharmacy/Lab etc.).
Provide support to the Marketing Department for special service campaigns. Enrolling and confirming participants in community service activities. Maintain a working knowledge of general requirements for special programs. Maintain a working knowledge of clinical trial referral resources.
Redirect all 911 emergency patient page requests with immediate escalation to Manager and/or Director of Hospital Operations. Ensure patient/family member is updated on process and document in page request.
Work with CTU, Inpatient, Lab, Pharmacy and all other internal areas in emergency physician page requests to ensure ten minute response time achieved or escalation in accordance with UMMG hierarchy process is completed. Ensure workflow steps and processes reviewed randomly to maximize time and efficiency of paging process with internal departments.
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
High School Diploma or equivalent
Minimum 1 year of relevant experience
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).
Ability to communicate effectively in written and verbal form. Bi-lingual knowledge a plus.
Demonstrated ability to communicate effectively with physicians and professional staff.
Demonstrated ability to interact and assist patients of all ages, cultural background and with special needs, with a passion for providing excellent service and care.
Ability to work under a high level of stress with time constraints while maintaining composure and sensitivity to each patient’s specific needs.
Maintain a high level of diplomacy when dealing with stressful situations.
Any appropriate combination of relevant education, experience and/or certifications may be considered.
The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.
UHealth-University of Miami Health System, South Florida’s only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We’re the challenge you’ve been looking for.
Patient safety is a top priority. As a result, during the Influenza (“the flu”) season (September through April), the University Of Miami Miller School Of Medicine requires all employees who provide ongoing services to patients, work in a location (all Hospitals and clinics) where patient care is provided, or work in patient care or clinical care areas, to have an annual influenza vaccination. Failure to meet this requirement will result in rescinding or termination of employment.
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. Click here for additional information.
Job Status:
Full time
Employee Type:
Staff
To apply for this job please visit welcome.miami.edu.
