Customer Service Representative - Surgical Services (Operating Room)

University of Illinois Chicago
United States, Illinois, Chicago
Apr 17, 2025
Customer Service Representative - Surgical Services (Operating Room) Customer Service Representative - Surgical Services (Operating Room) Hiring Department: Surgical Services Location: Chicago, IL USA Requisition ID: 1031840 FTE: 1 Work Schedule: Monday-Friday 1pm-9pm Shift: Evenings # of Positions: 1 Workplace Type: On-Site Posting Close Date: 4/20/2025 Salary Range (commensurate with experience): $27.46 - 32.81 / 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 This is a very high profile position in the Perioperative Services Department that requires interfacing with all areas of hospital operations, other institutions, and the general public. Individual must be able to conduct a smooth and efficient operation while managing multiple responsibilities. Individual must exhibit exemplary behavior and performance at all times in order to provide the credibility required for UI Health. Individual responsibilities are directed toward achieving and maintaining a high level customer satisfaction within the Perioperative Services department. Position entails a high degree of visibility and role modeling. Individual must be a team player who possesses a positive attitude, strong work ethic, reliability, high level of confidentiality, and take initiative. Duties & Responsibilities Cross-Trained to work in the Surgical Center, Operating Room, Recovery Room, and Anesthesia Clinic. Creates and implements customer service initiatives for Surgical Services. Respond to complex complaints received at the administrative level and routes them appropriately. Coordinates documentation of complaints and follow-up with the Guest Services Department. Conducts primary research of complaints received. Produces/formats correspondence for follow-through/tracking of complaints received. Assists with orientation and ongoing training of other office staff in customer service/complaint processing. Assist with the daily Reconciliation of Surgical Service Charges. Independently monitors daily audit reports related to check-ins and discharges. Collaborates with staff to reconcile daily audit reports. Enters check-ins, discharges, transfers, patient charges and expirations into Epic. Collects and verifies preliminary customer information in order to expedite delivery of services. Operates information services as required. (Epic, Outlook, Video Conferencing Tools) Responds to more complex inquiries related to scope of services available, policies and procedures for patients, visitors and staff. Consults with related departments in order to coordinate efficient and expedient access to services. Collects and verifies preliminary customer information in order to expedite delivery of services Inputs data using automated and manual systems. Assists in the cross-training of other staff. Collaborates on improvements for staff training and competencies. Assists with unit Quality Assurance and Improvement activities. Handles high volume of telephone calls with diplomacy and efficiently while accurately completing other work responsibilities. Fields all phone inquiries related to the executives and make appropriate referrals as necessary. Monitors compliance to Departmental, Hospital and regulatory standards. Recognizes the needs, behavioral attributes, and physical characteristics of a variety of customer groups served. Type minutes for Staff meetings as well as letters, memos, and other correspondence as required. Perform other related duties and participate 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 Preferred Qualifications Bilingual (English/Spanish) preferred. Knowledge of medical terminology Excellent professional administrative ability and interpersonal skills. Knowledge of customer service protocols, including complaint management and customer satisfaction techniques. Ability to assess individual customer service needs and evaluate satisfaction with services provided. Proficient in word-processing skills, data entry and information systems. Outstanding planning, coordinating, communication, and organizational skills. Thorough knowledge of interdepartmental relationships and established "chains of command" for problem resolution. Ability to recognize the needs, behavioral attributes, and physical characteristics of a variety of customer groups served 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 To apply, visit https://uic.csod.com/ux/ats/careersite/1/home/requisition/14678?c=uic Copyright 2025 Jobelephant.com Inc. All rights reserved. Posted by the FREE value-added recruitment advertising agency jeid-5125c1116ec61b4ca13bb8aa22b7c1a1