Customer Service Representative - Associate

Responsibilities

• Provide excellent customer service by resolving questions and concerns for callers
• Serve as a customer advocate and the first point of contact for the healthcare system
• Manage inbound calls in a fast-paced contact center environment
• Recognize and respond rapidly to emergency, life-threatening, and high-priority calls
• Assist with paging services, including overhead paging and radio requests
• Provide emergency after-hours answering service coverage and accurate message documentation
• Troubleshoot and resolve caller complaints and assist with MyChart patient application issues
• Identify call trends and recommend process improvements to support a positive member experience
• Maintain effective communication with internal departments and external customers

Requirements

• High school diploma or equivalent certification
• One year of experience in a healthcare setting (e.g., physician's office, health insurance, or community agency)
• Two years of customer service experience
• Broad knowledge of medical terminology
• Proficiency with Windows-based computer applications
• Ability to multitask and maintain composure under stressful or emergency conditions

Preferred Qualifications

• Two-year degree in a health-related, liberal arts, or communication field
• Previous experience in a call center environment
• Working knowledge of Microsoft Office and customer relationship management (CRM) software
• Bilingual in Spanish

About the Company

UChicago Medicine is a world-class academic healthcare system dedicated to providing superior care with compassion. We are at the forefront of medical innovation, working to advance knowledge and serve the health needs of our community.