Customer Service Representative - Associate - Full-Time, Evenings

University of Chicago Medical Center - Burr Ridge, IL

Full-time

Burr Ridge, IL

Hospitals

About the position

The Customer Service Representative (Associate) position at the University of Chicago Medical Center involves providing exceptional customer service in a fast-paced call center environment. The role requires effective communication skills, attention to detail, and the ability to multitask while handling various customer inquiries and concerns. This position is 100% onsite and is crucial for ensuring a positive experience for callers seeking assistance from the healthcare system.

Responsibilities

• Providing excellent customer service by resolving all customer questions/concerns
• Serving as customer advocate and being the first contact for callers into UCM
• Working closely with management to resolve customer questions/concerns
• Assisting customers in an inbound customer service contact center
• Recognizing emergency, life-threatening, and high-priority calls and responding rapidly according to prescribed procedures
• Assisting Lead in answering all emergency lines and activations
• Maintaining composure under stressful and/or emergency conditions
• Providing paging services and messaging functions
• Answering calls and initiating radio paging and overhead-paging requests
• Flexibility to move to a DR location in the event of downtime
• Following prescribed notification procedures during staff shortages
• Providing Emergency After Hours Answering Service coverage
• Troubleshooting and resolving caller complaints
• Demonstrating and maintaining knowledge of business information management systems and ACD telephone system
• Performing administrative tasks as assigned by Call Center Supervisors
• Communicating effectively with internal departments and external customers
• Identifying trends/issues in calls and informing Team Lead or Supervisor
• Providing customer service and troubleshooting assistance with MyChart patient application
• Maintaining good working relationships and open communication with customers
• Attending department and other meetings as requested
• Other projects and duties as assigned

Requirements

• High school diploma or equivalent certification
• One year experience in a healthcare setting
• Two years of customer service experience, preferably in a call center
• 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
• Ability to tactfully handle complaints
• Comfort with Windows based computer applications
• Broad knowledge of medical terminology
• Outstanding customer service and interpersonal skills

Nice-to-haves

• Two-year degree in health related or liberal arts field or communication field
• Working knowledge of Microsoft Office and customer relationship management software
• Bilingual in Spanish