Twenty-Three (23) Available Positions

The Customer CARE Specialist II reports directly to the Assistant Director or designee of the Customer CARE Center, which is geared towards providing a world class patient and family centered experience across the care continuum that contributes to profitable growth, customer satisfaction/retention, exceptional quality/value, and financial health in a high performance call center environment. This position is accountable for providing optimal service delivery and consistent role model for UI Health behavior standards – UI CARE (communicate, acknowledge, respect, excel). The Customer CARE Center represents the “front door” to the community and serves as the first and lasting impression of the customer experience. The Customer CARE Specialist is responsible for serving as a liaison supporting UI Health patients and providers with key medical services for patients, families, guests, physicians, and employees. This role will provide a myriad of intermediate level customer service supportive functions to facilitate a seamless access and transition experience across the continuum of care, including scheduling, registration, financial clearance, telecommunications routing/triage, pre/post visit follow up, and other services to the UI Health community via phone, fax, web, patient portal or email. This position also serves as a key public relations liaison which directs, markets and promotes the overall UI Health patient access goals and experience in conjunction with departmental leadership and strategic marketing. 

Provide a myriad of intermediate level customer service functions and program offerings to facilitate a seamless access and transition experience across the continuum of care, including but not limited to scheduling, registration, financial clearance, telecommunications routing and triage, before and after visit follow up, and other services to the UI Health community via phone, fax, web, electronic portal and email ? Serves as front end resource on the revenue cycle, registration, financial clearance and cash collections, including performing insurance screening; gathering all data relevant to insurance and contacts insurance company as needed; educates the patient on the UI Health financial policies and insurance limitations; and serve as a resource on the Affordable Care Act and general financial inquiries ? Follows established guidelines and protocols to perform initial telephonic assessment; facilitate the registration and scheduling of medical appointments for ambulatory care and ancillary services; manages appointment cancellations, re-scheduling, and patient no shows; and conducts education to customers regarding information on procedures and issues UIC HUMAN RESOURCES CIVIL SERVICE JOB DESCRIPTION Page 2 of 4 ? Manages all UI Health customer access requests from patients and families, employees, Referring Physicians and the general public and responds to routine inquiries in order to manage and facilitate access to clinical services/specialties and care coordination across the continuum of care ? Responsible for operating and engaging in hospital, overhead, physician and emergency paging enterprise-wide ? Perform a combination of both phone based and non-phone based call center responsibilities, including managing and responding to patient portal and fax requests, updating Find-A-Doc system, responding to voicemail inquiries, assisting with appointment no-show follow ups, and processing medication refill requests ? Serving as a liaison to patients, referring providers, and ambulatory services, communicates with and informs new and established customers on recent developments in Customer CARE Center programs and services ? Participates in continuous improvement efforts and customer satisfaction programs, including participating in customer experience improvement teams, reviewing customer experience surveys, develop recommendations to improve the programs, conducting quality improvement audits, and gathering data for statistical studies to drive continuous improvement in Customer CARE Center performance ? Conducts intermediate level assessment of service needs, researches routine inquiries, identifies concerns and trends, solves problems, and makes arrangements to ensure needs are met ? Consults with and suggests service resolutions to the management team, clinical staff, and related departments ? Prepares routine and intermediate level correspondence, including the recording of information clearly and accurately in the call tracking database and entering/retrieving data from electronic and manual data systems. ? Assists leadership with the implementation of expanded services, financial contract and regulation changes, prepares training and promotional materials, and with individual case problem solving ? This position is accountable for providing optimal service delivery and consistent role model for UI Health behavior standards – UI CARE (communicate, acknowledge, respect, excel). ? Cross trained to assist with all fun

1. High school graduation or equivalent 2. Any (1) one or any combination of the following, totaling one (1) year (12) months, from the categories below: (a) Work experience comparable to that performed at the Medical Office Assistant level or in other positions of comparable responsibility UIC HUMAN RESOURCES CIVIL SERVICE JOB DESCRIPTION Page 3 of 4 (b) Work experience in a health care facility such as a doctor’s, dentist’s or hospital’s office; which involved record keeping; working with the public, direct patient contact, answering telephones, and working with medical terminology. (c) graduation from an accredited medical secretarial or paramedical program (such as nursing assistant, medical assistant or medical secretary)