Customer Service Representative 3 (H)

About the role

The Department of Patient Access at the University of Miami Health System is seeking a full‑time Customer Service Representative 3 (H) to work onsite on the UHealth campus. The role involves handling a wide range of patient, visitor, and staff inquiries, complaints, and service requests through multiple channels.

Key responsibilities

• Receive, research, and respond to general inquiries, service requests, and complaints via face‑to‑face, email, fax, telephone, or mail.
• Maintain accurate records of interactions, resolutions, and follow‑up actions in the designated database.
• Escalate unresolved issues to department leadership and refer concerns to appropriate service areas.
• Provide escort assistance, directions, wheelchair coordination, and support for patient check‑in/check‑out processes, including kiosk self‑check‑in assistance.
• Assist with pre‑service duties such as informing patients of financial responsibilities and perform area rounding to ensure visitors are correctly guided.
• Handle confidential information with discretion and adhere to university policies.

Required profile

• Strong knowledge of medical professionals, department programs, and clinical trial referral resources.
• Excellent verbal communication skills, delivering information in a clear, concise, and empathetic manner.
• Ability to guide lower‑level staff and manage complex or unusual customer issues.
• Proficiency in using various computer tools, software, and internet resources for searches and documentation.

Required skills

What we offer

• Opportunity to work in a dynamic healthcare environment on a major university campus.
• Engagement with a diverse patient and visitor population.
• Professional development within the University of Miami health system.