Customer Service Representative - Associate, Nights - job 1 of 2

Job Description

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

As a Customer Service, you must have superior customer service and communication skills. You must be detail-oriented and able to multitask in a fast-paced environment. Having outstanding phone etiquette skills is also vital to this role. 

Essential Job Functions 

• 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
• Assisting customers in an inbound customer service contact center
• The CSR recognizes emergency, life threatening, and high priority calls and situations, and responds rapidly according to prescribed procedures
• Assist Lead 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
• The CSR also provides paging services (overhead and ‘beeper’), and messaging functions
• Answer calls and initiates 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. Works cooperatively with others
• Maintain good working relationships and open communication with internal and external customers
• Attend department and other meetings as requested
• Other projects and duties as assigned

Required 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
• 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
• Working knowledge of Microsoft Office
• Bilingual in Spanish

Position Details 

• Job Type/FTE: Full-Time 1.0 FTE
• Shift: Nights - 3:00am - 11:30pm, Tuesday - Saturday
• Work Location: Onsite - Burr Ridge 
• Unit/Department: 24/7 Call Center
• CBA Code: Non-Union

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.

UChicago Medicine is growing; discover how you can be a part of this pursuit of excellence at: UChicago Medicine Career Opportunities.

UChicago Medicine is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, ethnicity, ancestry, sex, sexual orientation, gender identity, marital status, civil union status, parental status, religion, national origin, age, disability, veteran status and other legally protected characteristics.

Must comply with UChicago Medicine’s COVID-19 Vaccination requirement as a condition of employment. If you have already received the vaccination, you must provide proof as part of the pre-employment process. This is in addition to your compliance with the Flu Vaccination requirement as well. Medical and religious exemptions will be considered consistent with applicable law. Lastly, a pre-employment physical, drug screening, and background check are also required for all employees prior to hire.

Compensation & Benefits Overview

UChicago Medicine is committed to transparency in compensation and benefits.  The pay range provided reflects the anticipated wage or salary reasonably expected to be offered for the position.

The pay range is based on a full-time equivalent (1.0 FTE) and is reflective of current market data, reviewed on an annual basis. Compensation offered at the time of hire will vary based on candidate qualifications and experience and organizational considerations, such as internal equity. Pay ranges for employees subject to Collective Bargaining Agreements are negotiated by the medical center and their respective union.

Review the full complement of benefit options for eligible roles at Benefits - UChicago Medicine.