Customer Service Specialist - UI Health, Liver Clinic

University of Illinois Chicago•Chicago, IL

31d•Onsite

About The Position

Under general supervision, performs complex customer service/customer contact functions including assistance with the customer satisfaction program, complaint processing, performance improvement activities, payment processing and registration and check in or check-out processing. Employees at this level may supervise subordinates.

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

Responsibilities

Direct patients, staff and visitors to other clinical and department areas as required.
Receive and route incoming information calls to appropriate departments/individuals.
Greets, assists and directs patients, visitors, and staff.
Conducts assessment of customer service needs and makes arrangements to ensure needs are met.
Explain established patient processing procedures and policies to patients, staff, and visitors as requested or required.
Resolves customer service complaints referred to them by lower level staff and communicates with clients by providing assistance with complex situations.
Serves as a role model, exhibiting UI Care standards at all times.
Reception, Scheduling and Information Services.
Confirm/cancel/reschedule appointments.
Collect and reconcile customer payments and answer questions on payment process.
Perform periodic checks of the reception area, entrance areas, ensuring that these areas are free of obstructions, hazards, debris, and loiterers.
Report any broken equipment promptly, remove and label as broken.
In the event of a medical emergency, follow established code procedures and direct medical/nursing/administrative staff to the appropriate location.
Assists with orientation and ongoing training of staff in customer service.
Reviews and evaluates primary performance data.
Participates on departmental and/or interdepartmental customer satisfaction teams as required.
Perform other related duties and participate in special projects as assigned.