Call Center Customer Service Representative

Pay Range: $16.45 - $22.21 / hour

Additional components of compensation may include:

Evening & night shift differential

Overtime

On-call pay

Benefits information:

At UW Health in northern Illinois, you will have:

• Competitive pay and comprehensive benefits package including: PTO, Medical, Dental, Vision, retirement, short and long-term disability, paternity leave, adoption assistance, tuition assistance

• Annual wellness reimbursement

• Opportunity for on-site day care through UW Health Kids

• Tuition reimbursement for career advancement--ask about our fully funded programs!

• Abundant career growth opportunities to nurture professional development

• Strong shared governance structure

• Commitment to employee voice

POSITION SUMMARY:

As a front-line representative in a fast paced environment this position is responsible for supporting UW Health in northern Illinois patient operations spanning 11 patient clinics and over 90 patient providers and resources. The scope of this position entails in-depth knowledge and usage of the patient electronic medical record. The associate accurately schedules patient appointments while continually assisting with maintenance of patient demographics. Paramount in this role is efficient, timely and accurate recording of all patient telephone encounters, from initial contact to resolution.

Imperative to this role is the dedication and enthusiasm the employed must have each and every day, following all UW Health and protocols, from integrity, compassion and accountability, to respect and continued striving for excellence. This position has a direct effect on two Press Ganey metrics; ease of scheduling a patient appointment and ease of reaching the clinic on the phone.

EDUCATION/TRAINING:

Previous receptionist or customer service experience preferred. Bilingual (English/Spanish) preferred. Medical terminology preferred. Minimum 35 words per minute typing.

LICENSURE/CERTIFICATION:

N/A

EXPERIENCE/SKILLS/ABILITIES:

Minimum one year experience in a call center environment; medical clinic or hospitality preferred.

Minimum 35 words per minute typing

Customer service skills must include a clear, courteous and pleasant communication with an easy-to-understand voice paying close attention to proper pronunciation.

Must have a patient, can-do attitude in all exchanges.

Impromptu critical thinking and problem-solving skills with great organization and attention to detail.

Ability to determine and act upon all situations meeting urgent policy and protocol.

Must have ability to expertly and consistently follow detailed instructions.

Achieve and maintain handling the expected amount of calls each day

Must enjoy helping patients and their families.

Ability to multitask and use several computer programs at once while dealing with patients on the phone.

Must have high energy and project a professional company image through phone interaction.

Maintain confidentiality of protected health information

Ability to work independently with minimal supervision

Our Commitment to Diversity, Equity, and Inclusion

UW Health is committed to being a diverse, inclusive and anti-racist workplace and is an Equal Employment Opportunity, Affirmative Action employer. Our integrity shines through in patient care interactions and our daily work practices as we work to embrace the knowledge, unique perspectives and qualities each employee and faculty member brings to work each day. Applications from Black, Indigenous and People of Color (BIPOC) individuals, LGBTQ+ and non-binary identities, women, persons with disabilities, military service members and veterans are strongly encouraged. EOE, including disability/veterans.