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Posting Details

Posting Details

Job Category Clerical
Posting Number 20172571
Position Status Active-Full-Time
Positions Supervised
Customer Service Statement

CUSTOMER SERVICE: Demonstrate adherence to the Group’s Customer Service Standards designed to support the mission of USF Health: enhancing life by improving health through research, education and healthcare. Our commitment is to improve the full spectrum of health, from the environment, to the community, to the individual. Together, through talent and innovation, USF Health is developing real-world solutions to reach our shared value – making life better.

Position Summary

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. Associate’s degree in Hospitality or related field, preferred.

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.
    Level 1 Background check will be completed.
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
Work Schedule Summary

Specific Duties and Responsibilities

Percentage 45

• 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, physician 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

Percentage 40

• 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

• 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

Other related duties as required.

Posting Specific Questions

Required fields are indicated with an asterisk (*).

  1. * Do you have a High School Diploma or Equivalent?
    • Yes
    • No
  2. * How many years of Customer Service experience do you have?

    (Open Ended Question)

  3. * How many years of experience do you have working in a call center?
    • 0-1
    • 2-4
    • 5 or more
  4. * Do you have prior Call Center experience in a medical setting? If yes, how many years?
    • None
    • 1-4
    • 5 or more
  5. * If tested, can you type at least 30 WPM?
    • Yes
    • No
  6. * Are you able to work later than 5pm?
    • Yes
    • No

Applicant Documents

Required Documents
  1. Resume
Optional Documents
  1. Cover Letter
  2. Letter of Recommendation 1
  3. Letter of Recommendation 2
  4. Letter of Recommendation 3