As the voice of USF Health, this position provides exemplary customer service to our patients, clinical staff and providers.
This position professionally handles requests from customers, efficiently gathers customer information, fulfills customer
needs, documents interactions and educates the customer as appropriate to help reduce the need for additional contact on
the same request.
Position Requirements
Educational: High School Diploma or equivalent required. Associates degree in Hospitality or related field, preferred.
Experience: Two (2) years of customer service experience required. Previous experience interacting with the public, via the
telephone on a daily basis, preferred.
Business Skills: Ability to process more than one activity at a time. Manual dexterity sufficient to operate a keyboard, type at a
minimum of 30 wpm, and able to operate a telephone system. Sound decision-making skills to interpret electronic messages
and to direct, schedule or message calls appropriately. Ability to speak clearly and concisely with a pleasant telephone voice.
Vision must be correctable to 20/20 due to extensive viewing of computer screens, and hearing must be in normal range for
continuous telephone communication.
Requirements reflect the minimum level necessary to be eligible for this position. Equivalent combinations of education and
experience may be considered.
Customer Service Performance
CUSTOMER SERVICE PERFORMANCE EXPECTATIONS: Courteous and helpful behavior towards patients, physicians, coworkers and external customers; professional and efficient verbal and written communications; accomplishing tasks through teamwork and initiative; and ensuring a timely and thorough response to complaints and/or critiques, and anticipating the needs of all you come in contact with.
Physical Demands
Special Instructions to Applicants
Location
UPC BLDG – USF TAMPA
Department Name
Access & Capacity Management
Work Schedule Summary
Specific Duties and Responsibilities
Percentage
45%
Duties
Accurately schedule and register patients by phone, fax, email or MyChart requests for at least 3
departments or major divisions.
Process incoming messages and able to correctly recognize and categorize and document the priority of
clinical and non-clinical patient messages.
Uses clinical resources appropriately (nursing staff, supervisor, physican on call, clinical staff in the
practices, etc.)
Follows protocols and policies and procedures.
Displays highly developed sense of integrity and commitment to customer satisfaction.
Demonstrates passion for excellence with respect to interaction with customers.
Has a pleasant, patient and friendly attitude.
Strong detail orientation and communication/listening skills
Ability to communicate clearly and professionally, both verbally and in writing.
Willingness to work a flexible schedule and occasional overtime when needed.
Possesses a strong work ethic and team player mentality.
Maintains a calm demeanor during periods of high volume or unusual events and sets a positive example
for the team
Percentage
40%
Duties
Schedules patient appointments according to department protocols and scheduling job aides
Registers new patients by obtaining all required demographic and insurance/payer information to ensure
accurate registration.
Confirms and updates demographic information and insurance of all established patients.
Informs patients of cancelled clinics, offers new appointment times, documents each contact attempt in the
electronic record, and reschedules cancelled appointments.
Works recall and reschedule and wait lists in Epic with accuracy and in a timely fashion.
Serves as a patient access resource to providers, academic staff and clinical support staff.
Demonstrates strong decision making abilities.
Demonstrates excellent problem solving skills.
Percentage
10%
Duties
Performs duties in a timely manner and notifies team leader or supervisor if delays occur.
Communicates with provider’s staff to obtain correct and updated reference information, and instructions
on how to handle specific customer needs.
Demonstrates respect for co-workers and develops positive working relationships with other departments.
Respects patient information with privacy, confidentiality and dignity.
Attends meetings as assigned.
Maintains a professional appearance and manner and adheres to the dress code policy.
Wears name tag identification and is aware of role in minimizing security incidents.
Percentage
5%
Duties
Other duties as assigned
To apply for this job please visit health.usf.edu.
