MA / Customer Service Rep UF Health Family Medicine - Commonwealth Days Full-Time

Summary:

Provides excellent customer service and greets patients entering the department/practice. A multi-skilled person dedicated

to assisting in all aspects of medical practice including administrative and clinical procedures under the direct supervision

and responsibility of a licensed physician and Office Manager or Team Lead.

Competencies:

Hospitality:

• This domain incorporates the company value, "Caring."

• Employees are exhibiting hospitality when they are acting as hosts and are creating a welcoming, warm, and safe environment for patients, visitors, customers, and co- workers.

• Standards of Behavior in this domain include: First Impressions, Etiquette in Shared Spaces, Way-Finding, Patient & Customer Interaction, AIDET Communication, Patient Wait Times, Noise Levels, Patient & Visitor Problem-Solving.

Communication:

• Recognizes the need to make the exchange of critical information in a warm, welcoming and attentive manner. Make a personal connection that leads to excellent patient care and a positive experience for all customers.

• Practices all applicable items on the Hospitality Checklist at

• Achieves: Respects the patient's rights to privacy and confidentiality. Does not discuss patient care/employee information in public areas; maintains patient/employee information in a secure location. Actively listens to customers; insures customers understand both verbal and written communication. Uses appropriate body language and is hospitable in both oral and written communication.

• Exceeds: Is a role model in exhibiting all aspects of the communication standards on the hospitality checklist. The employee is acknowledged frequently for observable actions in his/her communications to customers. Maintains composure and provides compassion and empathy even when faced with hostility from others and/or other stressful conditions and anticipates customers' need for follow-up communication.

Teamwork:

• Works cooperatively with co-workers, volunteers, medical staff and other team members to achieve goals.

• Practices all applicable items on the Hospitality Checklist at

• Achieves: Helps and supports others in their efforts to solve customer problems and accomplish UF Health's goals, including patient/customer transition to next point of contact; listens to the concerns of the team, and communicates appropriately; shares information and own expertise with others to help others accomplish group goals; gives credit and recognition to others who have contributed to the team; supports and acts in accordance with final group decisions even when such decisions may not entirely reflect one's own position. Maintains respectful interactions with team members and treats colleagues with courtesy and respect. Recognizes coworker's accomplishments and acknowledges their successes on behalf of the team. Manage-up co-workers' contributions to the team.

• Exceeds: Helps to keep levels of team performance and morale high even during periods of intense pressure and high work volume; looks for alternative ways to work with others that will create better results and working relationships; solicits a diversity of perspectives on issues and uses ideas contributed by team members to shape decisions; breaks down barriers or organizational boundaries to ensure team's success. Is seen by co-workers as a role model in improving the appearance of the immediate work site as well as improving the appearance of the facilities outside of the immediate work site.

Professionalism/Responsibility:

• This domain incorporates the company values, "Integrity," "Quality," and "Accountability."

• Employees are exhibiting professionalism and responsibility when they act as ambassadors of UF Health and ensure that their integrity, appearance, work environment, and quality of work improve patient and customer perceptions, and UF Health's reputation.

• Standards of Behavior in this domain include Personal Responsibility, Physical Appearance & Presentation, and Appearance & Maintenance of Work Areas.

Responsibilities:

• Receives and directs messages, (electronic, in person and

telephone calls) to the appropriate personnel. Makes contacts

to other departments, physicians, patients and other outside

organizations as necessary for the departmental/practice

operations.

• Provides excellent customer service for

patients/families/representatives and other members of the

treatment team.

• Maintains patient scheduling functions, and sets patient

appointments through established guidelines.

• Interviews and completes the registration process for patients

utilizing the specific service.

• Keys patient dispositions, diagnostic codes, patient orders,

charges and payments as defined in the electronic medical

record.

• Performs cashiering functions as it relates to co-payments or

other patient payments/collections. May perform routine

clerical duties for the department.

• Perform venipuncture and administer routine, non-controlled

medications.

• Administer medication as directed by and under the direct

supervision of licensed physician.

• Collect routine laboratory specimens as directed by the

provider.

• Perform basic laboratory procedures including aseptic

procedures and taking patient's vital signs.

• Travel Required -up to 25%

Qualifications :

• Experience Requirements:
• 1 year - Medical assistant - Required
• 2 years - Two to four years clerical/customer service experience, ideally in a health care related industry - Preferred
• 1 year - One-year experience with third party payors, and computer experience for imputing data and reviewing patient demographic material - Preferred

• Education:
• High School Diploma - required

• Certification/Licensure
• Certified Medical Assistant (CMA) required or within 6 months
• Basic Life Support (BLS) required - at time of hire
• Medical Terminology Certificate - preferred - at time of hire

** Additional Details ** : A requirement of having completed an MA program that is accredited by the National Commission for Certifying Agencies, a national or state medical association, or an agency approved by the board.

• Additional Duties:
• All other duties as assigned

UFJPI is an Equal Opportunity Employer and a Drug-Free Workplace.