Customer Service Representative - UI Health, Child & Youth Center

Under general supervision, performs intermediate-level customer service functions, including assistance with the customer satisfaction program, complaint processing, check-in and registration, performance improvement activities and payment processing. Duties Responsibilities: Reception, Scheduling, and Information Services Accepts, screens, and routes incoming calls. Makes appointments in person and by telephone. Consults with related departments in order to coordinate efficient and expedient access to services. Provides accurate information related to Department and Medical Center services and functions to patients, visitors, and staff. Responds to more complex inquiries related to the scope of services available, policies, and procedures for patients, visitors, and staff. Collects and verifies customer information in the electronic medical record in order to expedite delivery of services. Customer Satisfaction and Complaint Processing Assists with the orientation and ongoing training of staff in customer service. Responds to complex complaints received at the departmental level and routes them appropriately. Conducts primary research on complaints received. Produces/formats correspondence for follow-through/tracking of complaints received. Greets, assists, and directs patients, visitors, and staff. Conducts assessment of customer service needs and makes arrangements to ensure needs are met. Collect customer payment and process. Reconciles payments and notifies management of discrepancies. Data Entry Verifies, inputs, retrieves, and/or reconciles data (e.g., registration, insurance, charges, etc.) using automated and manual systems. Runs basic reports to verify/reconcile data. Performance Improvement Reviews and evaluates primary performance data. Participates in departmental and/or interdepartmental customer satisfaction teams as required. Perform other related duties and participate in special projects as assigned.