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. 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
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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
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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
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Position Details
- 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
