Customer Service Specialist - Orthopedic Clinic

Customer Service Specialist - Orthopedic Clinic

Hiring Department: Orthopedics

Location: Chicago, IL USA

Requisition ID: 1031437

FTE: 1

Work Schedule: Monday - Friday 37.5 hours weekly

Shift: Days

# of Positions: 1

Workplace Type: On-Site

Posting Close Date: 3/9/2025

Salary Range (commensurate with experience): $29.55 - 35.32 / 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 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.

Minimum Qualifications

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