Customer Service Representative

Customer Service Representative

Location: Chicago, IL USA Requisition ID: 1043311 FTE: 1 Work Schedule: 1:00PM - 9:00PM including weekends Shift: Evenings Workplace Type: On-Site Pay Range: The previously determined pay range for this position is $28.50 - 44.03 / Hourly Wage. Pay is competitive and commensurate with qualifications and experience, while also considering internal equity.

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

This position is intended to be eligible for benefits. This includes Health, Dental, Vision, Life Insurance, a Retirement Plan, Paid time Off, and Tuition waivers for employees and dependents.

The incumbent will assist patients, visitors, and staff entering UI Health facilities by providing wayfinding assistance, information related to patient visits, and support with general non-patient-related inquiries.

Duties & Responsibilities

Hospitality & Concierge Services

• Serves as the point person for patient/guests to provide and/or retrieve information
• Greets patients and guests, provides information and way-finding services in both English and Spanish
• Distributes information related to UI Health activities, policies, and other material to patients, families and guests
• Conducts basic-level assessment of customer service needs and makes arrangements to ensure needs are met
• Consults with UI Health departments to comply with visitation policies EC 3.01 and 3.03
• Consults with patient transport and coordinates patient pick up and transportation needs internally and externally
• Work together with Valet and Curb Management to manage patient/guest experience as they enter and leave UI Health facilities
• Participates in cash handling and cash reconciliation processes
• Partners with Volunteer Services to assist with volunteer programs, community outreach, and Customer CARE operations
• Partners with departmental leadership to implement departmental processes and best practices
• Assists lead, manager, or Director with daily operations and other special projects
• Services as a point person for the Spanish or Polish speaking community during their shift

Patient Experience

• Rounding / LEP Rounding / Experience Navigation
• Conducts routine patient rounding on inpatients, outpatients, and guests to assess their experience
• Collaborates with Language Support Services for Limited English Proficiency (LEP) patient experience rounding and identifies innovative ways for promoting a diverse and cultural experience for patients/guests
• Partner with Patient & Guest Experience

Customer Service / Service Excellence

• Assists with customer service data collection and data entry functions
• Assist with service recovery and patient/guest experience

Performance Improvement

• Participates in departmental and enterprise-wide performance improvement initiatives to enhance the overall patient/guest experience
• Recognizes and responds to the diversified needs, behavioral attributes, and physical characteristics of a variety of customer groups served
• Partner with Operations Excellence to identify experience opportunities and for promoting services and/or key improvement/information
• Perform other related duties and participates in special projects 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

This position is eligible for benefits including Health, Dental, Vision, Life Insurance, Retirement Plan, Paid time Off, and Tuition waivers for employees and dependents.

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 the 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.

Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position, however, all employment decisions will be made by a person.