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

Overview

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.

Responsibilities

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.

Qualifications

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