Experienced Customer Service Representative – Providing Exceptional Patient Experience in a Dynamic Academic Medical Environment at blithequark

Introduction to blithequark

Imagine being part of a pioneering healthcare institution that is redefining the standards of academic medicine. blithequark, with its upcoming UHealth at SoLé Mia facility, is poised to bring cutting-edge medical care to the communities of North Miami, Aventura, and beyond. This state-of-the-art medical center will be home to a diverse range of specialties, including the renowned NCI–designated Sylvester Comprehensive Cancer Center, the Bascom Palmer Eye Institute, and the Desai Sethi Urology Institute, among others. As a key member of our team, you will play a vital role in delivering exceptional patient experiences that reflect our commitment to excellence and compassion.

About the Role

We are seeking an experienced and highly skilled Customer Service Representative to join our department of Patient Access at SoLé Mia. As a Customer Service Representative 3, you will be the frontline ambassador for our patients, addressing their inquiries, concerns, and requests with professionalism, empathy, and a patient-centric approach. Your role will be critical in ensuring that our patients receive the highest level of service, from initial contact through resolution, fostering a positive and lasting impression of our institution.

Key Responsibilities

• Receive, review, and address a wide range of patient inquiries, including complaints, requests for information, and service requests, via multiple communication channels such as face-to-face, email, fax, telephone, and regular mail.
• Research and resolve routine and basic problems, communicating solutions or requested information to patients in a clear and concise manner, and verifying that appropriate changes or resolutions have been finalized.
• Maintain accurate records of patient interactions, detailing inquiries, complaints, comments, and final resolutions in the applicable database, ensuring confidentiality and discretion at all times.
• Escalate and refer unresolved patient grievances to department leadership for further review and resolution, as necessary, to ensure that all patient concerns are addressed promptly and effectively.
• Adhere to blithequark's policies, procedures, and standards, safeguarding institutional assets and upholding the highest levels of integrity and professionalism.

Qualifications and Skills

To excel in this role, you will need:

• A High School diploma or equivalent, combined with a minimum of 3 years of relevant experience in customer service, preferably in a healthcare setting.
• Excellent communication skills, both written and verbal, with the ability to articulate complex information in a clear and compassionate manner.
• Strong problem-solving skills, with the capacity to analyze and resolve a variety of issues, often under time-sensitive conditions.
• The ability to work effectively in a fast-paced environment, prioritizing tasks, managing multiple responsibilities, and maintaining composure under pressure.
• Proficiency in computer software, including Microsoft Office, and the ability to learn and adapt to new systems and technologies.
• A flexible approach to work, with the willingness to work evening, night, and weekend shifts as necessary to meet the needs of our patients and institution.

Essential Competencies

Success in this role will require:

• Empathy and Compassion: The ability to understand and share the feelings of our patients, providing care and support that is tailored to their unique needs and circumstances.
• Communication Excellence: Effective listening, clear articulation of information, and the ability to adapt communication styles to meet the diverse needs of our patient population.
• Problem-Solving and Adaptability: The capacity to analyze problems, identify solutions, and implement effective resolutions, often in dynamic and rapidly changing environments.
• Teamwork and Collaboration: A willingness to work collaboratively with colleagues across departments, fostering a culture of mutual respect, support, and open communication.

Career Growth and Development

At blithequark, we are committed to the growth and development of our staff, providing opportunities for professional advancement, education, and training. As a valued member of our team, you will have access to a range of benefits, including:

• Competitive salaries and comprehensive benefits packages.
• Opportunities for professional development and career advancement.
• A dynamic and supportive work environment that fosters collaboration and innovation.
• Access to cutting-edge technologies and systems, enhancing your skills and knowledge in the latest healthcare trends and practices.

Work Environment and Culture

blithequark prides itself on a culture of excellence, diversity, and inclusion, where every member of our team is valued and respected. Our work environment is characterized by:

• A patient-centric approach, where every decision and action is guided by the needs and well-being of our patients.
• A collaborative and supportive team environment, fostering open communication, mutual respect, and a shared commitment to excellence.
• A culture of innovation and continuous improvement, where creativity, initiative, and leadership are encouraged and recognized.
• A strong emphasis on diversity, equity, and inclusion, reflecting the rich cultural heritage of our communities and promoting a workplace where everyone feels valued and empowered to contribute.

Compensation and Benefits

blithequark offers a competitive compensation package, including a comprehensive range of benefits such as medical, dental, tuition remission, and more, designed to support the well-being and financial security of our staff and their families.

Conclusion

If you are a motivated and compassionate individual, passionate about delivering exceptional patient experiences and committed to the values of excellence, diversity, and inclusion, we invite you to join our team at blithequark. As a Customer Service Representative 3, you will play a vital role in shaping the future of healthcare, making a meaningful difference in the lives of our patients, and contributing to the success of our institution. Apply now to embark on this exciting journey and become part of a dynamic team that is redefining the standards of academic medicine.