What are the responsibilities and job description for the Customer Service Representative - Center for Women's Health position at uic?
Position Summary
Under general supervision, performs intermediate-level customer service functions, including assistance with the customer satisfaction program, complaint processing, check in and registration, performance improvement activities and payment processing.
Duties & Responsibilities
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.
Provides accurate information related to Department and Medical Center services and functions to patients, visitors and staff.
Responds to more complex inquiries related to scope of services available, policies and procedures for patients, visitors and staff.
Collects and verifies customer information, in the electronic medical record, in order to expedite delivery of services.
Assists with orientation and ongoing training of staff in customer service
Responds to complex complaints received at the departmental level and routes them appropriately.
Conducts primary research of complaints received.
Produces/formats correspondence for follow-through/tracking of complaints received.
Greets, assists and directs patients, visitors, and staff. Conducts assessment of customer service needs and makes arrangements to ensure needs are met.
Collect customer payment and process. Reconciles payments, notifies management of discrepancies.
Verifies, inputs, retrieves and/or reconciles data (e.g. registration, insurance, charges, etc.) using automated and manual systems.
Runs basic reports to verify/reconcile data
Performance Improvement:
Reviews and evaluates primary performance data.
Participates on departmental and/or interdepartmental customer satisfaction teams as required.
Assists with projects.
Monitors compliance to Departmental, Hospital and regulatory standards.
Assists other staff with support.
Adheres to and the Medical Center’s Code of Conduct and remains in compliance with all required trainings
Performs other related duties as assigned
Perform other related duties and participate in special projects as assigned.
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