Customer Service Representative - Associate

About the role

Be a part of a world-class academic healthcare system, UChicago Medicine, as a Customer Service Representative at our Burr Ridge Access Center. This position is a 100% onsite opportunity. You will need to be based in the greater Chicagoland area.

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
• Aid 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
• Provide paging services (overhead and ‘beeper’), and messaging functions
• Answer calls and initiate radio paging and overhead-paging requests within prescribed performance intervals
• Flexibility to move to a DR location in the event of downtime
• 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
• Communicate well and utilize 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

Qualifications

• 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
• Comfort with Windows based computer applications
• Broad knowledge of medical terminology
• A working knowledge of Microsoft Office, customer relationship management software
• Call Center and Healthcare Experience, a plus