As the voice of USF Health, provide exemplary customer service to our patients, clinical staff and providers. Professionally handle requests from customers, efficiently gather customer information, fulfill customer needs, document interactions, and educate the customer as appropriate to help reduce the need for additional contact on same request.
Position Requirements
Educational: High School Diploma or equivalent required. Associates degree in Hospitality or related field, preferred.
Bilingual Requirement: This position has been designated a bilingual pay position in which the employee must be able to pass a bilingual test successfully and 20% of their job functions require the employee to speak a language other than English to customers/patients.
Experience: Three (3) 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 Summar
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
This position is designated as bilingual. 20% of the duties requires the employee to speak a language other than English to customers/patients.
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 related duties as required.
To apply for this job please visit health.usf.edu.
