Customer Service Representative; Part-time

Position: Customer Service Representative (Part-time)
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.

Essential Job Functions

* 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

Required Qualifications

* 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

Preferred Qualifications

* 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

Position Details

* Job Type/FTE:
Part-time, 0.5 FTE

* Work Location:

Onsite - Burr Ridge

* Unit/Department: 24/7 Call Center

* CBA Code:
Non-Union

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