Extra Help - Customer Service Representative - Labs/Pathology Services

University of Illinois Chicago•Chicago, IL

3d•Onsite

About The Position

The Extra Help (EH) Customer Service Representative at UI Health is located in the Pathology Department within Hospital Phlebotomy and provides intermediate-level customer service and front desk administrative support. This position serves as the first point of contact for the Phlebotomy sections and is responsible for answering phones, monitoring faxes, processing test add-ons, and performing a variety of administrative support duties to ensure smooth daily operations.

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

Experience with Epic
Previous call center experience (in a healthcare/lab setting is preferred).
Must be able to multitask and must be a team player.
Strong public service commitment, interpersonal communication, verbal and written skills, and ability to organize work is essential to this position.
Complete understanding and comprehension of customer service practices, methods, and protocol.
Possess the ability to evaluate new or amended policies and rules for assimilation into the general workflow and ensure consistent and accurate operations.
Able to project an efficient and professional image in dress and demeanor.
Has working knowledge of medical terminology and test requirements.
Able to maintain a calm manner and pleasant interaction under pressure and to meet deadlines.
Able to exhibit responsiveness and initiative when dealing with client inquiries, conveying competency and helpfulness.
Able to learn University and Pathology Laboratories policy and rules and to integrate changes into the workflow.
Able to operate a computer with functional knowledge of Windows.
Able to learn and operate office equipment used in the performance of designed responsibilities.
Strong written and verbal English communication skills, with the ability to proofread and correct spelling, punctuation, and grammar as needed.

Responsibilities

Direct patients, staff and visitors to clinic, departmental offices, and meeting functions.
Maintain patient charts.
Respects the confidential nature of hospital charts, medical records, and other patient related information.
Arranges and files chart in correct order, ensures patient label on every paper form in chart and replenishes chart forms as needed.
Enter patient information as requested.
Completes & routes required forms & communicates necessary information to the patient/significant others.
Creates documents and correspondence.
Directs visitors and confer with staff when necessary.
Answers front desk phones and route them appropriately, responsible for reporting and tracking Phlebotomy staff call offs and deliver to supervisors appropriately.
Responsible for ordering office supplies and maintenance of front office machines.
Maintains cleanliness and organization of the working and supply areas.
Order office/lab supplies as needed.
Perform other related duties and participate in special projects as assigned.