What are the responsibilities and job description for the Customer Service Specialist - Orthopedic Clinic position at uic?
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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