Sr. Customer Service Representative

3 weeks ago

Medley, United States Penn Foster Inc Full time

Current Employees: If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position using the Career worklet, please review this tip sheet. The Department of UHealth Connect has an exciting opportunity for a full-time Sr. Customer Service Representative. The Senior 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. This position also provides guidance to lower-level customer service staff and handles the more complex or unusual problems. Responsibilities: Assists lower level customer service staff with day-to-day requests. Receives, addresses and responds to general inquiries, requests for service/support and/or complaints. Researches all inquiries in order to address any issues or concerns. Refers concerns to other service areas/departments for follow up, as needed. Resolves complex and unusual problems and communicates solution 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. MINIMUM QUALIFICATIONS: High school diploma or equivalent. Minimum 2 years of relevant experience. 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. Ability to lead, motivate, develop and train others. Proficiency in computer software (i.e., Microsoft Office). DEPARTMENT SPECIFIC 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 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. Maintain direct communication with manager or designee, co-workers and customers. 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. Provide answering service functions to various divisions and departments utilizing UChart, Spok and various other software programs to strive for first call resolution. Redirect all 911 emergency patient page requests with immediate escalation to Manager and/or Director of Hospital Operations. Work with CTU, Inpatient, Lab, Pharmacy and all other internal areas in emergency physician page requests to ensure ten-minute response time achieved. 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. 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. The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Job Status: Full time Employee Type: Staff Pay Grade: c103 #J-18808-Ljbffr

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