Bilingual Customer Service Specialist - UI Health, Radiation Oncology

University of Illinois Chicago•Chicago, IL

1d•Onsite

About The Position

Serve as a Customer Service Specialist for the Department of Diagnostic Services. The overall function is to provide, monitor, and ensure high-quality service to our patients.

Requirements

High school diploma or equivalent.
Any one or combination totaling three (3) years (36 months) from the following categories: college coursework in business administration, communications, public relations or a closely related field as measured by the following conversion table or its proportional equivalent: 30 semester hours equals one (1) year (12 months) Associate’s Degree (60 semester hours) equals eighteen months (18 months) 90 semester hours equals two (2) years (24 months) Bachelor’s degree (120 semester hours) equals three (3) years (36 months) responsible work experience in customer services, public relations, office administration, business and financial operations, healthcare administration or other closely related experience
One (1) year (12 months) of work experience comparable to that gained as a Customer Service Representative
Must be able to communicate effectively (written and verbal) in both English and Spanish.

Responsibilities

Schedules appointments and transcribes imaging orders into EPIC.
Registers and processes imaging orders utilizing EPIC.
Completes appointment reminder calls for imaging appointments.
Provides preparation instructions to patients to complete prior to their scheduled appointments.
Practices AIDET (Acknowledge, Introduce, Duration, Explanation, Thank you) for every patient, every time.
Resolves customer service complaints referred to them by lower level staff and communicates with clients by providing assistance on out-of-the ordinary matters or with complex situations.
Prepares reports on activities of assigned personnel and attitudes of campus clients; recommends departmental improvements to promote client participation.
Interviews, hires, trains, assigns, and reviews work and evaluates assigned staff.
Organizes quality customer satisfaction programs
Serves as primary contact point for customers in various situations.
Serve as a liaison to internal and external departments and organizations
Attend meetings; participate on departmental and outside committees as required.
Assists with departmental orientation of Residents and the ongoing training of staff in customer service.
Answers questions requiring the application of regulations and procedures to specific problems or transactions.
Reviews documents to determine adequacy or acceptability of information needed.
Maintains awareness of organizational activities of impact to the unit; coordinates and expedites necessary actions.
Perform other related duties and participate in special projects as assigned.