Customer Service Representative - Liver Center

Hiring Department: Liver Center

Location: Chicago, IL USA

Requisition ID: 1029440

FTE: 1

Work Schedule: 9:30am - 5:30pm

Shift: Days

# of Positions: 1

Workplace Type: On-Site

Posting Close Date: 1/24/2025

Salary Range (commensurate with experience): $27.46 - 30.31 / Hourly Wage

About the University of Illinois Hospital & Health Sciences System (UI Health)

The University of Illinois Hospital & Health Sciences System (UI Health) provides comprehensive care, education, and research to the people of Illinois and beyond. A part of the University of Illinois Chicago (UIC), UI Health comprises a clinical enterprise that includes a Joint Commission-accredited tertiary care hospital and outpatient clinics, and the Mile Square Health Center network of federally qualified health centers. It also includes the seven UIC health science colleges: the College of Applied Health Sciences; the College of Dentistry; the School of Public Health; the Jane Addams College of Social Work; and the Colleges of Medicine, Pharmacy, and Nursing, including regional campuses in Peoria, Quad Cities, Rockford, Springfield, and Urbana. UI Health is dedicated to the pursuit of health equity. Learn more: https://hospital.uillinois.edu/about-ui-health

Benefits eligible positions include a comprehensive benefits package which offers: Health, Dental, Vision, Life, Disability & AD&D insurance; a defined benefit pension plan; paid leaves such as Vacation, Holiday and Sick; tuition waivers for employees and dependents. Click for a complete list of Employee Benefits .

Position Summary

Under general supervision, performs intermediate-level customer service functions, including assistance with the customer satisfaction program, complaint processing, performance improvement activities, payment processing and registration/check in 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
• 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
• Reviews and evaluates primary performance data.
• Participates on departmental and/or interdepartmental customer satisfaction teams as required.
• Schedules patients for complex imaging examinations via phone and in person utilizing specific imaging protocols and instructions. Coordinates appointments with clinics.
• Ascertains that patients receive appropriate instructions either verbal or written for the specific examination.
• Confers with other sections and/or departments to attain quality and timely service for patients and physician
• Monitors compliance to Departmental, Hospital and regulatory standards.
• Adheres to and the Medical Center’s Code of Conduct and remains in compliance with all required trainings
• Other related duties as assigned
  
  

Minimum Qualifications

• High school diploma or equivalent.
• Any one or combination totaling three (3) years (36 months) from the following categories:
• college coursework in business administration, communications, public relations or a closely related field as measured by the following conversion table or its proportional equivalent:
• 30 semester hours equals one (1) year (12 months)
• Associate’s Degree (60 semester hours) equals eighteen months (18 months)
• 90 semester hours equals two (2) years (24 months)
• Bachelor’s degree (120 semester hours) equals three (3) years (36 months)
• responsible work experience in customer services, public relations, office administration, business and financial operations, healthcare administration or other closely related experience
  
  

To Apply: For fullest consideration click on the Apply Now button, please fully complete all sections of the online application including adding your full work history with specific details of your duties & responsibilities for each position held. Fully complete the education, licensure, certification and language sections. You may upload a resume, cover letter, certifications, licensures, transcripts and diplomas within the application.

Please note that once you have submitted your application you will not be able to make any changes. In order to revise your application you must withdraw and reapply. You will not be able to reapply after the posting close date. Please ensure the application is fully completed and all supporting documents have been uploaded before the posting close date. Illinois Residency is required within 180 days of employment.

The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Please visit Required Employment Notices and Posters to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, and employment eligibility review through E-Verify.

The university provides accommodations to applicants and employees. Request an Accommodation