Senior Customer Service Rep-UF Call Center-Full Time-Days

Description:

The Senior Customer Service Representative (Sr. CSR) serves as a senior member of the Patient Access Center Pod, providing support for patient access operations. In addition to performing all responsibilities related to patient scheduling, registration, insurance verification, and customer service, the Sr. CSR serves as a subject matter resource for team members and provides backup support to the Team Lead.
This role assists with workflow coordination, staff onboarding and training, quality monitoring, resolution of patient and call escalations, troubleshooting operational issues, and maintaining daily workflow continuity. The Senior CSR plays a key role in supporting departmental operations, promoting process consistency, and ensuring an exceptional patient experience while contributing to the overall efficiency and success of the Patient Access Center.

Job Requirement:

Perform all functions related to patient scheduling,
registration, insurance verification, and appointment
coordination while providing exceptional customer service.

Identify operational issues and recommend solutions to
improve workflow efficiency, service quality, and the patient
experience.

Assist in maintaining workflow continuity by providing backup
support to the Team Lead, including coordinating daily
operations as needed.

Participate in departmental meetings, special projects, and
organizational initiatives as assigned.

Perform other duties as assigned to support departmental
and organizational objectives

Maintain compliance with organizational policies, HIPAA
regulations, and patient confidentiality standards.

Assist with coordinating daily workflows and staff
assignments to support operational efficiency and maintain
established service levels.

Provide real-time guidance and support to team members in
resolving complex scheduling, registration, and patient
service issues.

Support leadership in implementing process improvements,
workflow enhancements, and departmental operational
initiatives.

Manage escalated calls and inquiries from patients, providers,
and internal departments, ensuring timely, professional, and
effective resolution.

Serve as a subject matter expert for scheduling systems,
registration processes, insurance verification requirements,
departmental policies, and standard operating procedures.

Assist with the onboarding, training, coaching, and ongoing
development of new and existing staff to promote consistency
and adherence to established processes.

Participate in quality assurance activities, including call
monitoring, documentation reviews, and performance
feedback to support continuous improvement.

Qualification:

Experience:

1 years' experience with UFJPI Patient Access Center required

Education:

High school diploma or GED equivalent - required

Additional duties:

Additional duties as assigned may vary.

UFJPI is an Equal Opportunity Employer and Drugfree Workplace