Customer Service Representative - Associate

Job Description

Be a part of a world-class academic healthcare system, UChicago Medicine. As a Customer Service Associate at our Burr Ridge Access Center, this position is a 100% onsite opportunity and requires you to be based in the greater Chicagoland area. The role requires superior customer service and communication skills, detail‑orientation, and the ability to multitask in a fast‑paced environment. Outstanding phone etiquette is vital.

• Providing excellent customer service by resolving all customer questions/concerns.
• Serve as customer advocate; often being the first contact for callers into UCM.
• Work closely with management to resolve customer questions/concerns.
• Assisting customers in an inbound customer service contact center.
• Recognize emergency, life‑threatening, and high‑priority calls and respond rapidly according to prescribed procedures.
• Assist Lead in answering all emergency lines (e.g., Dr. Cart, Pediatric Trauma, Dr. Red and Stroke activations, Transplant offers).
• Maintain composure under stressful and/or emergency conditions.
• Provide paging services (overhead and beeper) and messaging functions.
• Answer calls and initiate radio paging and overhead‑paging requests within prescribed performance intervals.
• Flexibility to move to a DR location in the event of downtime.
• Responsible for following prescribed notification procedures during staff shortages.
• Provide Emergency After‑Hours Answering Service coverage, taking accurate messages, following protocols, and documenting messages efficiently.
• Troubleshoot and resolve caller complaints.
• Demonstrate and maintain a thorough working knowledge of business information management systems and ACD telephone system.
• Perform administrative tasks as assigned by the Call Center Supervisors.
• Communicate effectively with internal departments and external customers regarding member concerns and resolve issues as appropriate.
• Identify trends or issues that emerge in calls or correspondence and inform Team Lead or Supervisor; assist in developing and communicating resolutions and recommend process improvements.
• Provide customer service and troubleshooting assistance with the MyChart patient application.
• Communicate well, utilize excellent listening skills and telephone etiquette; work cooperatively with others.
• Maintain good working relationships and open communication with internal and external customers.
• Attend department and other meetings as requested.
• Other projects and duties as assigned.

• High school diploma or equivalent certification.
• One year experience in a healthcare setting (e.g., physician's office, health insurance/HMO, or other community agency).
• Two years of customer service experience; preference given to call‑center experience.
• Ability to multitask and work efficiently in a fast‑paced environment.
• Ability to problem‑solve and be a team player.
• Interpersonal skills to interact effectively with all department employees and all levels of hospital personnel, and to communicate courteously with all types of callers.
• Tactfully and effectively handle complaints when called upon.
• Comfort with Windows‑based computer applications.
• Broad knowledge of medical terminology.
• Outstanding customer service and interpersonal skills.

• Two‑year degree in health‑related or liberal arts field or communication field, including a course in medical terminology.
• Working knowledge of Microsoft Office and customer relationship management software.
• Call‑center and healthcare experience – a plus.
• Working knowledge of Microsoft Office.
• Bilingual in Spanish.

• Job Type/FTE:
  Full‑Time, 1.0 FTE.
• Shift: Days.
• Work Location:
  
  Onsite – Burr Ridge.
• Unit/Department: 24/7 Access Center.
• CBA Code:
  Non‑Union.

UChicago Medicine is committed to transparency in compensation and benefits. The pay range reflects the anticipated wage or salary reasonably expected to be offered for the position. The pay range is based on a full‑time equivalent (1.0 FTE) and is reflective of current market data, reviewed annually. Compensation offered at the time of hire will vary based on candidate qualifications and…