Customer Service Representative - Excellence and Experience Office

Hiring Department: Excellence and Experience Office

Location: Chicago, IL USA

Requisition ID: 1024679

Posting Close Date: 5/2/2024

Position Number: CF1479

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 at Chicago (UIC), UI Health comprises a clinical enterprise that includes a 495-bed tertiary care hospital, 22 outpatient clinics, and 13 Mile Square Health Center facilities, which are 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.

This is a full-time and benefits eligible position. UIC offers competitive salaries commensurate with experience. In addition all full time benefits eligible positions include a comprehensive benefits package which include; Health, Dental, Vision, Life, Disability & AD&D insurance, a defined benefit pension plan as well as paid leave which includes; Vacation, Holiday and Sick. In addition we offer tuition waivers for employees and dependents. Click for a complete list of Employee Benefits.

Description:

To provide customer service duties to UI Health patients and visitors.
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 UIHealth 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 innovate ways for promoting a diverse and cultural experience for patients/guest.
  • Partner with Patient & Guest Experience Office for navigation, highlighting compliments, root causing complaints, and grievances.
• 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.
• Other related duties as assigned:
  • Perform other related duties and participates in special projects as assigned.

Minimum Qualifications Required:

1. High school diploma or equivalent.

2. Any one or combination totaling three (3) years (36 months) from the following categories:

A. 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)

B. 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 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