Customer Service Representative

The Customer Service Representative (U) is responsible for providing the pivotal first impression and setting the tone for the patient, family, or visitor experience. This position is responsible for creating ID badges for all patients families, and visitors upon entering the UHealth hospital lobbies. Customer Service Representative (U) will provide directions as needed, assist with parking validations and assist with any needs of our patients, family, and visitors. Must be friendly, empathic, compassionate, knowledgeable, well-spoken, and continuously customer-oriented.

CORE JOB FUNCTIONS:

• Maintains patient confidentiality and privacy by accessing patient information only to the extent necessary to fulfill assigned duties. Executes departmental policy regarding HIPAA requirements. All patient information must be kept private, confidential, and secure. All lists, reports, files, and documents must always be properly secured and stored. Interviews should be conducted in such a manner as to afford the patient reasonable audio and visual privacy.

• Make safety, customer service, care, and satisfaction the priority in every interaction.

• Responsible for badging all patients, families, and visitors that enter the UHealth hospital.

• Creating an online profile for patients, families, and visitors so their next visit will be entered into the Fast Pass system so we can improve the speediness of issuing badges.

• Adheres to the CICARE and ACT framework by demonstrating professionalism, cooperation, alertness, helpfulness, and receptiveness with a kind and compassionate demeanor to all patients, visitors, and other staff members.

• Act as a point of reference for patients, families, and visitors who need assistance or information and attend to their wishes and requirements.

• Listens carefully to all patient, family, and visitor requests to provide a positive experience for them and to proactively identify any support they may require.

• Escorts patients or family members when appropriate.

• Assist with wheelchair transportation or anything needed to help our differently-abled patients.

• Verify appointments in EPIC to validate parking.

• Work closely with Public Safety for any patients/visitors who are not permitted to visit the facility and are flagged in our system.

• Maintain a clean work environment and professional appearance to comply with relevant health and safety procedures.

• Cover weekend and/or evening shifts as required.

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

Minimum Qualifications (Essential Requirements):

• Proficiency in English; multilingual skill is strongly preferred.

• Able to work in a fast-paced environment with a calm, professional, and empathic demeanor.

• Ability to multitask and utilize time-management skills.

• Provide the highest level of customer service and promote a welcoming environment.

• Excellent communication skills; speak clearly and maintain a positive tone and a helpful attitude. Ensures a clean, pleasant, and safe working environment.

• Maintains professional attire and demeanor to project confidence with patients, families, and visitors.

Education:

High School diploma or equivalent

Experience:

Prior Customer Service experience is helpful

Knowledge, Skills, and Attitudes:

• Commitment to the University’s core values.

• Ability to work independently and in a collaborative environment.

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

• Ability to recognize, analyze, and anticipate our patients’, families’, and visitors’ needs.

The above statements are intended to describe the general nature and primary responsibilities of this job classification. Specific duties and tasks may vary based upon departmental needs. Other duties may be assigned to the above consistent with the knowledge, skills, and abilities required for the job. This a job profile description and not all duties may be assigned to a specific position in each individual department.