Customer Service Representative

Job Description

Be a part of a world-class academic healthcare system,
UChicago Medicine
, as a Customer Service Associate at our Burr Ridge Call Center
. This position is a 100% onsite opportunity. You will need to be based in the greater Chicagoland area.

As a Customer Service, you must have superior customer service and communication skills. You must be detail-oriented and able to multitask in a fast-paced environment. Having outstanding phone etiquette skills is also vital to this role.

• 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
• The CSR recognizes emergency, life threatening, and high priority calls and situations, and responds rapidly according to prescribed procedures
• Assist Lead in answering all emergency lines: e.g., Dr. Cart, Pediatric Trauma, Dr. Red and Stroke activations as well as Transplant offers
• Maintain composure under stressful and/or emergency conditions
• The CSR also provides paging services (overhead and ‘beeper’), and messaging functions
• Answer calls and initiates 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 including taking accurate messages, following protocols designated by specialty, following up on messages with reminders and documenting messages verbatim and efficiently
• Troubleshoot and resolve caller complaints
• Demonstrate and maintain a thorough and complete working knowledge of appropriate 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 research and resolve issues as appropriate
• Identify trends/issues that emerge in calls/correspondence and inform Team Lead or Supervisor. Assist in the development and communication of resolutions to internal staff, as requested. Identify and recommend process improvements to support positive member experience
• Provide customer service and troubleshooting assistance with MyChart patient application
• Communicates well and utilizes excellent listening skills and telephone etiquette. Works 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, including: a physician's office, health insurance/HMO, or other community agency
• Two years of customer service experience, preference given to candidates with call center experience
• Ability to multi-task and work efficiently in a fast-paced environment
• Ability to problem-solve and be a team player
• Interpersonal skills necessary to interact effectively with all department employees and all levels of hospital personnel and to communicate courteously with all types of callers
• Is able to tactfully and effectively handle complaints when called upon
• Comfort with Windows based computer applications
• Broad knowledge of medical terminology
• Outstanding customer service, interpersonal skills

• Two-year degree in health related or liberal arts field or communication field, including a course in medical terminology
• A working knowledge of Microsoft Office, 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 Call Center
• CBA Code:
  
  Non-Union

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