Customer Service Representative Ophthalmology-Admin Days Full-Time

Overview

Summary:

Performs clerical functions required to service the needs of the patient, providers and organization. Serves as a liaison between patients, clinical support staff, physicians, and others. Provides excellent customer service and greets patients entering the department/practice.
Responsibilities

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:

• Prepares and maintains all clerical aspects of the medical records through established guidelines.

• Perform accurate registration interview with direct data entry to facilitate full registration for all new patient appointments and up to date information on all established patients across multiple provider specialties as assigned.

• Maintains patient scheduling functions, and sets patient appointments through established guidelines.

• 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.

• 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.
• Provides excellent customer service for patients/families/representatives and other members of the treatment team.

• Participates as an active care team member in the coordination of patient care.

Qualifications

Qualifications :

• Experience Requirements:
• 2 year Data Entry - Preferred
• 1 years - Clerical/customer service -ideally in a health care related industry - Preferred
• 1 year -Third party payors and computer experience for inputting data and reviewing patient demographic material - Preferred

• Education:
• High School Diploma or GED equivalent - Required

• Additional Duties:
• Additional duties as assigned may vary.

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