University of Miami Hospital Improving Customer Service One Call at a Time

University of Miami Hospital raised customer service to a new level last week, opening the Service Response Center, a dedicated call center that manages requests from hospital staff for various internal services.

The goal of the 24/7 call center, located in room 4020 of the East Building, is to provide superior customer service through a single point of contact. Using patented software, Service Response Center representatives can process, prioritize and assign requests for linen, food and nutrition, catering, event setup, moving, environmental, plant operations and other services. Best of all, there is only one number to call: 305-689-HELP (4357).

The center is one of many initiatives at UMH aimed at providing exceptional patient care and creating a positive and productive work environment.

Combining hospitality with technology, the call center’s specialized team can deliver reliable service by aligning expectations and delivery status, prioritizing and tracking work flows in real time, and seeing requests through from inquiry to completion.

Aligned with UMH’s five strategic pillars – people, quality, service, finance and growth – the new call center is just another step forward in UMH’s journey to becoming a top-tier academic hospital.

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