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Customer Service Representative

2 months ago

Woodstock, Illinois, United States Northwestern Memorial Healthcare Full time

Job Summary

The Customer Service Representative plays a vital role in reflecting the mission, vision, and values of Northwestern Memorial Healthcare, adhering to the organization's Code of Ethics and Corporate Compliance Program, and complying with all relevant policies, procedures, guidelines, and regulatory standards.

This role ensures that the highest level of customer service is provided to the Northwestern Memorial Healthcare workforce and any external clients.

Key Responsibilities

  • Department Operations
    • Respond to customer inquiries in a courteous, professional manner, consistently demonstrating excellent customer service.
    • Screen and direct customer calls, taking messages and relaying information accurately.
    • Show familiarity with customer base and key customer needs.
    • Interact with customers, clients, and clinical staff members to resolve problems/questions about services to be delivered.
    • Show familiarity with customer needs to schedule correct services for each service request.
  • Communication and Teamwork
    • Provide courteous and prompt customer service.
    • Respond to customer inquiries in a courteous, professional manner, directing calls and taking messages as appropriate.
    • Check for messages and return calls.
    • Demonstrate teamwork by helping colleagues within and across departments.
    • Communicate effectively with others, respect diverse opinions and styles, and acknowledge the assistance and contributions of others.
    • Communicate clearly and appropriately to physicians, managers, nursing staff, front office staff, and employees.
    • Maintain a good working relationship within the department.
    • Organize time and department schedule well.
    • Demonstrate a positive attitude.
  • Service Excellence
    • Display a friendly, approachable, professional demeanor and appearance.
    • Partner collaboratively with functional areas across Northwestern Memorial Healthcare in support of organizational and team objectives.
    • Foster the development and maintenance of a cohesive, high-energy, collaborative, and quality-focused team.
    • Support a Safety Always culture.
    • Maintain confidentiality of employee and/or patient information.
    • Sensitive to time and budget constraints.
  • Additional Responsibilities
    • Perform other duties as assigned.

Qualifications

Required

  • High school graduate or equivalent.
  • Strong computer knowledge, data entry skills in Microsoft Excel and Word.
  • One year of customer service experience, preferably in a medical office setting.
  • Ability to communicate clearly and effectively, both orally and in writing, at all levels within and outside the organization.
  • Ability to work independently.

Additional Information

Northwestern Memorial Healthcare is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation, or any other protected status.