Part-Time Customer Service Representative - UI Health, Neonatal ICU (Evenings)

University of Illinois Chicago•Chicago, IL

2d•Onsite

About The Position

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 Chicago (UIC), UI Health comprises a clinical enterprise that includes a Joint Commission-accredited tertiary care hospital and outpatient clinics, and the Mile Square Health Center network of 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. This position is intended to be eligible for benefits. This includes Health, Dental, Vision, Life Insurance, a Retirement Plan, Paid time Off, and Tuition waivers for employees and dependents. Reporting directly to the Patient Care Director, NICU Unit, the Customer Service Representative will perform Intermediate level customer service functions under general supervision within their unit. This includes greeting patients, answering/routing telephone calls, ordering supplies and other administrative/customer service duties. May be floated to PEDS/PICU due to operational needs if needed.

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

Receptionist and/or customer service experience in a hospital setting
Ability to communicate effectively in verbal and written form
Knowledge of customer service protocols, including complaint management and customer satisfaction technique
Skill in use of word processing and other appropriate software products and application
Ability to work effectively and pleasantly with patients, physicians, nurses, administrative, and support staff

Responsibilities

Responds to complex inquiries to provide or clarify information on departmental services, policies, and procedures
Researches complex inquiries using multiple sources for quality control concerns and solves problems on individual cases
Greet and screen all staff, visitors and guests who enter the locked units of 5W Pediatrics and PICU
Takes messages for unit personnel and routes to appropriate parties
Answer door and buzz staff into unit
Answers telephone, screens, and routes them to appropriate parties (using telephone paging system if necessary) efficiently
Distributes information related to departmental activities, policies, and other material to affected areas/departments
Provides customer service orientation/training to staff as requested
Perform clerical and customer service duties
Schedules appointments, consults, and other follow up care for patients
Completes and routes required forms as well as communicates necessary information to the patient about to be admitted, transferred, or discharged
Adheres to UI Health Code of Conduct
Participates in organizational, departmental, and shared leadership activities; supports department and unit
Perform other related duties and participate in special projects as assigned