Customer Service Representative Associate

2 days ago

Willowbrook, California, United States The University of Chicago Medicine Full time
Job Summary

We are seeking a highly skilled Customer Service Associate to join our team at The University of Chicago Medicine. As a key member of our 24/7 Call Center, you will provide exceptional customer service to patients and families, resolving their questions and concerns in a timely and professional manner.

Key Responsibilities
  • Provide excellent customer service by resolving customer inquiries and concerns
  • Work closely with management to resolve customer questions and concerns
  • Assist customers in an inbound customer service contact center
  • Recognize emergency, life-threatening, and high-priority calls and situations, and respond rapidly according to prescribed procedures
  • Maintain composure under stressful and/or emergency conditions
  • Provide paging services 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
  • Responsible for following prescribed notification procedures during staff shortages
  • 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
  • Communicates well and utilizes excellent listening skills and telephone etiquette
Requirements
  • 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
  • Is able to tactfully and effectively handle complaints when called upon
  • Comfort with Windows-based computer applications
  • Broad knowledge of medical terminology
  • Outstanding customer service, interpersonal skills
Preferred Qualifications
  • Two-year degree in health-related or liberal arts field or communication field, including a course in medical terminology
  • A working knowledge of Microsoft Office, customer relationship management software
  • Call Center and Healthcare Experience, a plus
Why Join Us

We've been at the forefront of medicine since 1899. We provide superior healthcare with compassion, always mindful that each patient is a person, an individual. To accomplish this, we need employees with passion, talent, and commitment with patients and with each other.

We're in this together: working to advance medical innovation, serve the health needs of the community, and move our collective knowledge forward. If you'd like to add enriching human life to your profile, UChicago Medicine is for you. Here at the forefront, we're doing work that really matters. Join us. Bring your passion.

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