Senior Customer Service Representative

1 week ago

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

We are seeking a highly skilled and experienced Senior Customer Service Representative to join our team at The University of Chicago Medicine. As a key member of our 24/7 Call Center, you will be responsible for providing exceptional customer service to patients, physicians, and staff members.

Key Responsibilities
  • Answering Calls: Respond to incoming calls in a professional and courteous manner, transferring calls to the appropriate destination as needed.
  • Call Triage: Use discretion to recognize emergency, life-threatening, and high-priority calls, responding rapidly and according to established procedures.
  • Supervisory Duties: Act as a supervisor in the absence of the manager, clarifying policies and procedures, and coordinating assignments among team members.
  • Database Management: Perform maintenance and update processes for Call Center databases as directed by supervisory or technical staff.
  • System Monitoring: Monitor Call Center systems during evening and night shifts to ensure full operability, notifying management and technical personnel of any issues.
  • Equipment Repair: Initiate equipment repair procedures and follow escalation policies for any system-related issues.
  • Training and Development: Assist in the initial and ongoing training of Customer Service Representatives, performing call monitors and coaching as needed.
  • Communication: Provide accurate and appropriate information upon request, including written status reports.
  • Problem Resolution: Resolve issues related to unusual calls, respond to or handle complaints, and follow prescribed notification procedures during staffing shortages.
Requirements
  • Education: High school diploma or equivalent certification.
  • Experience: Five or more years of experience in using telecommunications systems equipment, familiarity with medical terms, and demonstrated working knowledge and experience with personal computers.
  • Skills: Excellent verbal communications skills, listening skills, and knowledge of proper telephone etiquette, with the ability to sit for long periods and maintain composure under stressful conditions.
Why Work with Us

We are a world-class academic healthcare system dedicated to providing superior healthcare with compassion. Our team is passionate about advancing medical innovation, serving the health needs of the community, and moving our collective knowledge forward. If you share our commitment to excellence and are looking for a challenging and rewarding career opportunity, we encourage you to apply.

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