Demo

Customer Service Specialist - Orthopedic Clinic

uic
Chicago, IL Full Time
POSTED ON 3/9/2025
AVAILABLE BEFORE 5/8/2025

Position Summary

Under general supervisions, performs complex customer service/customer contact functions including assistance with the patient satisfaction program, complaint processing, performance improvement activities, payment processing and registration and check in or check out-processing. Employees at this level may supervise subordinates.


Duties & Responsibilities

  • Direct patients, staff and visitors other clinical and department areas as required.
  • Receive and route incoming information calls to appropriate departments/individuals.
  • Greets, assists and directs patients, visitors, and staff. Conducts assessment of customer service needs and makes
  • arrangements to ensure needs are met.
  • Explain established patient processing procedures and policies to patients, staff, and visitors as requested or required.
  • Resolves customer service complaints referred to them by lower level staff and communicates with clients by providing
  • assistance with complex situations
  • Serves as a role model, exhibiting UI Care standards at all times.
  • Coordinates referrals.
  • Confirm/cancel/reschedule appointments.
  • Collect customer payment and processes. Reconciles payments. Answers questions on payment process.
  • Perform periodic checks of the reception area, entrance areas, ensuring that these areas are free of obstructions, hazards, debris, and loiterers.
  • Performs daily charge Reconciliation and charge review, Reviews Work Queues 1039- High Dollar, 2771- Missing bill/site area for provider and 1198- Missing registration information
  • Report any broken equipment promptly, remove and label as broken.
  • In the event of a medical emergency, follow established code procedures and direct medical/nursing/administrative staff to the appropriate location.
  • Assists with orientation and ongoing training of staff in customer service.
  • Performance Improvement: Reviews and evaluates primary performance data.
  • Participates on departmental and/or interdepartmental patient satisfaction teams as required.
  • Inventories and orders supplies.
  • Assists with projects.
  • Assists with monitoring compliance and regulatory standards
  • Adheres to the Medical Center’s Code of Conduct and remains in compliance with all required trainings
  • Recognizes the needs, behavioral attributes, and physical characteristics of a variety of customer groups served.
  • Assists other staff with clerical support.
  • Performs work related to the lower level in this series
  • Other related duties as assigned
  • Perform other related duties and participate in special projects as assigned.
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