Senior Customer Service Representative Nights

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. The Senior Customer Service Representative (CSR) answers calls from both within and outside the Hospitals in a professional and courteous manner and transfers the calls to the appropriate destination.

They provide paging services (overhead and “beeper”), physician referrals, and messaging functions. The Senior CSR uses discretionary abilities to recognize emergency, life threatening, and high priority calls and situations, and responds rapidly and according to established prescribed procedures and assist CSRs with difficult or emergency calls as necessary. Additionally, the Senior CSR acts in the capacity of supervisor in the absence of the manager.

• Answers calls and initiate radio paging and overhead paging requests within prescribed performance intervals
• Answers physician referral calls undertaking appropriate call triaging to determine call disposition: contact with a UCH physician, assist in a patient transfer to UCH or call transfer to UCAN
• Monitors and if necessary conduct regularly scheduled tests for Call Center systems as designated by management, e.g., periodic overhead and radio paging as mandated by policies and procedures
• Reviews test log results and notify appropriate supervisory or technical staff of negative or unusual results
• Acts in capacity of supervisor in the absence of the manager (vacation, sick, etc.), clarify call center policies and procedures, and coordinate, prioritize and distribute assignments among the CSRs
• Performs maintenance and update processes for Call Center databases as directed by supervisory or technical staff
• Monitors Call Center systems during evening and night shifts to ensure full operability
• Serves as first point of notification for system alarms, outages, or failures, especially during evening and night shifts; follow prescribed procedures for notification of management and technical personnel
• Initiates equipment repair procedures and follows escalation policies for any system related issues in the event that the failure occurs after normal business hours or at another time if manager is not immediately available
• Provides accurate and appropriate information upon request or as necessary including written status reports
• Provides various communications and answering services for physicians and staff members
• Assists in the initial and ongoing training of the CSR’s
• Performs call monitors for CSR’s as assigned by the manager, presenting and coaching under the direction of the manager and assisting with difficult or emergency calls as necessary
• Attends scheduled Lead Meetings unless excused by the manager
• Resolves issues related to unusual calls, respond to or handle complaints
• Follows prescribed notification procedures during staffing shortages
• Other projects and duties as assigned

• High school diploma or equivalent certification
• Familiarity with database entry and applications
• Excellent verbal communications skills, listening skills, and knowledge of proper telephone etiquette
• Ability to sit for long periods of time and to maintain composure under stressful and/or emergency conditions
• Physical and mental dexterity to function at console

• Five or more years’ experience in using telecommunications systems equipment, familiarity with medical terms
• Demonstrated working knowledge and experience with personal computers; familiarity with Windows applications

• Job Type/FTE:
  Full-Time 1.0 FTE
• Shift: Nights – 10:00PM-6:30AM, Tuesday-Saturday
• Work Location:
  
  Onsite – Burr Ridge
• Unit/Department: 24/7 Call Center
• CBA Code:
  Non-Union

We’ve been at the forefront of medicine since 1899. We provide superior healthcare with compassion, always mindful that each patient is a person, an individual. To accomplish this, we need employees with passion, talent and commitment… with patients and with each other. We’re in this together: working to advance…