Senior Customer Service Representative – Patient Access

About the role

The University of Miami, Bascom Palmer Eye Institute seeks a Senior Customer Service Representative to join the Patient Access department. This full‑time position handles a wide range of inquiries and supports patients, staff, and the community.

Key responsibilities

• Receive, research, and resolve general inquiries, service requests, and complaints via phone, email, fax, in‑person, or mail.
• Maintain detailed records of interactions in the department database and ensure resolutions are documented.
• Escalate unresolved issues to department leadership and refer concerns to appropriate service areas.
• Provide liaison assistance, advocate patient rights, and help ensure smooth patient flow throughout the medical process.
• Support marketing campaigns, community service enrollment, and provide complimentary parking validations when service breakdowns occur.

Required profile

• High school diploma or equivalent with at least 3 years of relevant customer service experience.
• Strong learning agility, teamwork orientation, and clear written and verbal communication skills.
• Ability to handle confidential information with discretion and follow university policies.

Required skills

• Proficiency with office software and relevant computer applications (e.g., Microsoft Office).

What we offer

• Competitive salary and comprehensive benefits package including medical, dental, tuition remission, and more.
• Opportunity to work in a leading academic medical center serving South Florida, Latin America, and the Caribbean.