Customer Service Representative

University of Chicago Medicine•Burr Ridge, IL

8d•Onsite

About The Position

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

Requirements

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

Nice To Haves

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

Responsibilities

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