Full Job Description
The University of Illinois Hospital & Health Sciences System (UI Health) is continuously seeking talented and dedicated Customer Service Representatives to join our team of healthcare professionals servicing our Hospital and Clinics.
We are hiring part-time and full-time Customer Service Representatives. The hours and shifts will vary based on operational need to cover three (3) shifts. Our Hospital is operational 24 hours a day, 7 days a week, 365 days a year.
The University of Illinois Hospital & Health Sciences System (UI Health) provides comprehensive care, education, and research to the people of Illinois and beyond. A part of the University of Illinois at Chicago (UIC), UI Health comprises a clinical enterprise that includes a 495-bed tertiary care hospital, 22 outpatient clinics, and 13 Mile Square Health Center facilities, which are Federally Qualified Health Centers. It also includes the seven UIC health science colleges: the College of Applied Health Sciences; the College of Dentistry; the School of Public Health; the Jane Addams College of Social Work; and the Colleges of Medicine, Pharmacy, and Nursing, including regional campuses in Peoria, Quad Cities, Rockford, Springfield, and Urbana. UI Health is dedicated to the pursuit of health equity.
UI Health offers competitive hourly pay rates commensurate with experience. In addition all full time benefits eligible positions include a comprehensive benefits package which include; Health, Dental, Vision, Life, Disability & AD&D insurance, a defined benefit pension plan as well as paid leave which includes; Vacation, Holiday and Sick. In addition we offer tuition waivers for employees and dependents. Click for a complete list of Employee Benefits
Key Responsibilities / Duties:
UI Health Customer Service Representatives typically perform the following duties.
Reception, Scheduling and Information Services:
Serves as the point person to greet patients and guests, provides information for patient/guests to provide and/or retrieve information.
Distributes information related to UI Health activities, policies, and other material to patients, families and guests.
Conducts basic-level assessment of customer service needs and makes arrangements to ensure needs are met.
Accepts, screens and routes incoming calls. Makes appointments in person and by telephone.
Consults with related departments in order to coordinate efficient and expedited access to services.
Greets, assists and directs patients, visitors, and staff.
Conducts assessment of customer service needs and makes arrangements to ensure needs are met.
Provides accurate information related to Department and Medical Center services and functions to patients, visitors and staff.
Responds to more complex inquiries related to scope of services available, policies and procedures for patients, visitors and staff.
Collects and verifies customer information in order to expedite delivery of services.
Consults with UI Health departments to comply with visitation policies EC 3.01 and 3.03.
Consults with patient transport and coordinates patient pick up and transportation needs internally and externally.
Works together with Valet and Curb Management to manage patient/guest experience as they enter and leave UI Health facilities.
Participates in cash handling and cash reconciliation processes.
Partners with Volunteer Services to assist with volunteer programs and community outreach.
Customer Satisfaction and Complaint Processing:
Assists with orientation and ongoing training of staff in customer service roles
Responds to complex complaints received at the departmental level and routes them appropriately.
Conducts primary research of complaints received.
Produces/formats correspondence for follow-through/tracking of complaints received.
Collect customer payment
Verifies, inputs, retrieves and/or reconciles data (e.g. registration, insurance, charges, etc.) using automated and manual systems.
Reviews and evaluates primary performance data.
Participates on departmental and/or interdepartmental customer satisfaction teams as required.
Inventories and orders supplies. Assists with projects.
Monitors compliance to Departmental, Hospital and regulatory standards. Assists other staff with support.
Adheres to the Medical Center’s Code of Conduct.
Other related duties as assigned.
Specific duties, responsibilites and work schedule will be assigned based on specific department or clinic the Customer Service Representative will be assigned to based on departmental operational need.
Minimum Acceptable Qualifications Required:
High school graduation or equivalent
Any combination totaling three (3) years (36 months) from the following categories:
A. responsible work experience in customer services, public relations, office administration, business and financial operations, healthcare administration or other closely related experience
B. college coursework which included courses in business administration, communications, public relations or similar area of study as measured by the following conversion table or its proportional equivalent:
30 semester hours equals 1 year (12 months)
60 semester hours equals 2 years (24 months)
90 semester hours equals 3 years (36 months)
Fluent Bilingual language skills with the ability to read, speak, write and translate Spanish/English.
Outstanding Customer Service abilities
Attention to detail with strong organizational skills
Fully completed online application including adding your full work history with specific details of your duties and responsibilities for each position held. Fully complete all sections of the online application incuding; work history, education, certifications, and language skills.
Upload your High School Diploma and/or GED
All civil service classifications require an exam. This classification requires an in-person exam. Currently the University has suspended all in-person exams due to the COVID-19 pandemic. Intersted applicants are requested to apply directly to this position and all qualified candidates will be considered for open vacancies within this classification. Those selected for hire will be required to successfully pass the Customer Service Representative exam in order to retain employment with the University. Once in-person exam testing resumes all applicants will be scheduled for an exam date to take the Customer Service Representative exam.
To Apply: For fullest consideration, please complete an online application by clicking the Apply to Position button below .
If a degree or college coursework is required you must provide official transcripts.
Transcripts/Licenses/Certifications MUST be uploaded electronically to your online application through the "Documents" page on the Civil Service Employment Application (page 4). Be sure to select the appropriate document type before uploading the document.
Documentation of high school completion (official transcripts, copy of diploma or GED certificate) is be required in order to be eligible for this position within the University of Illinois Hospital and Health Sciences System.
If your educational institution provides electronic transcripts, please have them sent to firstname.lastname@example.org
When completing your online application, please be sure to provide detailed information about your job knowledge and specific duties and responsibilities, as your qualifications for any Civil Service position will be primarily determined based on what is contained in the application. Dates of employment and if employed on a full or part time basis (including number of hours per week) must be indicated for each position held. Additional consideration will be given to supporting documentation i.e. resume, transcripts, licenses, and certifications so please be sure to attach all applicable documents.
If an application is not submitted by the close date, the applicant/employee will not be considered.
For fullest consideration, the above mentioned requirements must be submitted at the application submission.
We appreciate your interest in employment at the University of Illinois at Chicago.
The University of Illinois is an Affirmative Action/Equal Opportunity Employer.