Customer Service Representative - UI Health, Labs/Pathology Services

University of Illinois Chicago•Chicago, IL

3d•Onsite

About The Position

The Client Service Representative position at UI Health is located in the Pathology Department for the Hospital Reference Laboratory. The Representative is responsible for answering phones, monitoring faxes, adding on tests, and other administrative duties. Daily communication with laboratory staff, outreach clients and client representatives, internal staff, over phone, email, and fax requires excellent written and verbal communication skills. Ideal candidate has experience with Epic and previous call center experience (in a healthcare/lab setting is preferred). Must be able to multi task and must be a team player.

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

Nice To Haves

A strong public service and organizational background.
On-the-job experience in customer service with demonstrated competence.
Complete understanding and comprehension of customer service practices, methods and protocols.
Able to evaluate new or amended policies and rules for assimilation of information into the general work flow and to insure consistent and accurate operations.
Able to project a professional and efficient image in dress and demeanor.
Able to obtain an excellent working knowledge of medical terminology and test requirements.
Excellent verbal, written, and interpersonal communication skills.
Must be able to convey competency and helpfulness.
Exhibit responsiveness and initiative when dealing with client inquiries.
Able to maintain calm manner and pleasant interaction under pressure to meet deadlines.
Must be able to learn University, Medical Center and Pathology Laboratories policies and rules and to integrate policy changes into the work flow.
A thorough working knowledge of policies and procedures and be able to interpret and defend such policy.
Proficient in software applications, with the ability to master applications utilized by the University and all areas of Pathology Laboratories.
Good command of the English language both verbally and in written form.
Must be able to correct spelling, punctuation and grammar when necessary.
Experience with Epic
Previous call center experience (in a healthcare/lab setting is preferred)
Must be able to multi task
Must be a team player

Responsibilities

Monitor daily client service functions for Outreach Testing services which include monitoring all required queues to communicate/obtain information to the appropriate groups, TAT, printer/fax reporting queue, add-on requests and all other incoming client requests in a timely manner and forwarding more complex items that cannot be resolved that require immediate attention to the appropriate designated individuals and follow-up as needed to ensure completion.
Respond verbally or in writing to routine and/or complex inquiries from clients to provide or clarify information regarding services, policies and procedures in a timely manner.
Investigate complex inquiries for quality control concerns and resolve problems on an individual case by case basis in a timely manner.
Communicate with and inform clients of new procedures and services to enhance existing client services and to institute new client services due to operational and volume changes.
Report client feedback and recommend operational changes to the Business Manager and/or Director of Business Operations, Sales Team, others as needed.
As directed, participate in the formulation and implementation of policies and procedures.
Triage all incoming phone calls into the call center.
Ensure timely reporting of statistics, critical values and other client/physician requests and complete appropriate documentation for each task.
Comply with up-to-date technologic advances or up-dates to HIPAA or Privacy regulations, compliance laws, University policies and rules, departmental policies and rules and industry changes to promote superior customer service.
Monitor call center volume and client time on hold.
Provide feedback to the Business Manager and/or Director of Business Operations regarding response time, appropriateness of action taken and follow-up regarding client satisfaction.
Assist with the development of call center schedules to provide maximum coverage for call volume and peak hours.
As assigned, perform daily client follow-up by phone or by fax regarding test(s) in question or any other client service request.
Ensure a smooth workflow by integrating immediate needs with the daily service routine.
As needed, coordinate functions with other Outreach internal/external staff and Pathology staff.
Generate reports regarding changes to individual client service, equipment placement and supply inventory.
Provide client feedback to the Business Manager and/or Director of Business Operations regarding requested changes to individual client service.
Report Quality Assurance/Quality Control according to departmental and laboratory guidelines.
Prepare daily, monthly and quarterly reports as designated by the Business Manager and/or Director of Business Operations.
As delegated, attend and present reports at weekly Quality Indicator meetings.
Initiate requests to maintain and dispense supplies and equipment by completing supply request forms and sending to supply department.
Enforce security regulations for departmental files, supplies and equipment.
Seek maintenance and repair for all mechanical equipment, fixed equipment, moveable equipment and facilities for Outreach Testing.
Interpret and defend customer service policies.
Perform other duties as assigned.