What are the responsibilities and job description for the Customer Service Assistant - SCB Ophthalmology position at uic?
Position Summary
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.
Duties & Responsibilities
Information Services (40%)
• Responds to routine inquiries related to office functions, personnel and scope of services available.
• Verifies, inputs, retrieves and/or reconciles data (e.g. registration, insurance, charges, etc.) using automated and manual systems.
• Accepts, screens and routes incoming calls. Makes appointments in person and by telephone.
• Consults with related departments in order to coordinate efficient and expedient access to services.
• Assists other staff with office reception and related support.
• Distributes information related to departmental activities, policies, and other material to other affected departments.
• Consults with related departments in order to coordinate staff schedules and meeting room availability.
• Collects and verifies preliminary patient information, in the electronic medical record, in order to expedite delivery of services.
Customer Satisfaction (40%)
• Assists survey coordinator with data collection and data entry functions.
• Collect customer payment and processes. Reconciles payments, notifies management of discrepancies.
• Assists patients at check in and check out with scheduling and/or paperwork requests.
• Greets, assists and directs patients, visitors, and staff. Conducts basic assessment of customer service needs and makes arrangements to ensure needs are met.
Complaint Processing (10%)
• Receives, documents, and routes routine complaints received.
Performance Improvement (5%)
• Assists with maintenance of departmental performance improvement documentation.
• Participates on departmental and/or interdepartmental performance improvement teams.
Additional Duties (5%)
• Adheres to UI Health Code of Conduct and remains in compliance with all required trainings.
• Other related duties as assigned.
