Customer Service Assistant
4 days ago
About the Position:
Under direct supervision, performs basic customer service functions, including information services, initial documentation of problems/complaints, payment processing and assistance with the departmental customer satisfaction and performance improvement programs.
Key Responsibilities:
- Responds to routine inquiries related to departmental function, personnel and scope of services.
- Enters/retrieves information from electronic/manual data systems.
- Files various materials/documents in alphabetical, chronological or numerical order for the dialysis and the division of Nephrology.
- Prepares new file folders and print labels as required.
- Manages call intake for the department; routes calls and messages appropriately and efficiently.
- Assists other staff with office reception and related support.
- Performs data entry and related computer work assignments reviewing for clarity and accuracy, for Dialysis and the Division of Nephrology.
- Assists with unit surveys, data collection and data entry functions.
- Distributes information related to departmental activities, policies, and other material to other affected departments.
- Consults with related departments in order to coordinate patient schedules.
- Collects and verifies preliminary customer information in order to expedite delivery of services.
Customer Satisfaction:
Treats patients/families, staff, students and visitors with respect and dignity. Conducts basic level assessment of customer service needs and makes arrangements to ensure needs are met.
Collaborates with other staff to identify, promote and provide positive learning experiences for patients, staff, guests and students.
Utilizes established communication channels/chain of command to escalate or resolve patient care problems.
Perform other related duties and participate in special projects as assigned.
Qualifications:
Minimum Qualifications
High school diploma or equivalent.
Any one or combination totaling eighteen (18) months from the following categories:
college coursework in any discipline 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
Preferred Qualifications:
- Ability to communicate effectively in verbal and written form
- Excellent interpersonal/public relations skills
- Knowledge of customer service protocols, including complaint management and customer satisfaction techniques
- Skill in use of word processing and other appropriate software products and applications
- Knowledge of standard office policies and procedures
- Ability to prioritize work processes and functions to meet established deadlines
- Basic knowledge of interdepartmental relationships and established 'chains of command' for problem resolution
- Basic knowledge of quality improvement concepts
- Ability to recognize the needs, behavioral attributes, and physical characteristics of a variety of customer groups served
- Ability to work effectively and pleasantly with patients, physicians, nurses, administrative, and support staff.
The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates.
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