Customer Service Representative IHR - Food Services Call Center, Casual, Rotating

At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient-first approach is what sets us apart as a leader in the healthcare industry. As an integral part of our team, you'll have the opportunity to join our quest for better health care, no matter where you work within the Northwestern Medicine system. We pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, our goal is to take care of our employees. Ready to join our quest for better?

The Customer Service Representative reflects the mission, vision, and values of NM, adheres to the organization's Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

The Customer Service Representative provides scheduling, registration, and customer service functions at Northwestern Medicine. This role ensures that the highest level of customer service is proved to the NM workforce and any external clients.

Responsibilities:

• Department Operations:
  • Answers the telephone in a courteous, professional manner; consistently demonstrating excellent customer service.
  • Screens and directs calls that come into the department
  • Takes messages and relays information accurately.
  • Shows familiarity with customer base and key customer needs.
  • Interacts with customers, clients and clinical staff members to resolve problems/questions about services to be delivered.
  • Shows familiarity with customer needs in order to schedule correct services for each service request.
• Communication and Teamwork:
  • Provides courteous and prompt customer service.
  • Answers the telephone in a courteous professional manner, directs calls and takes messages as appropriate.
  • Checks for messages and returns calls.
  • Demonstrates teamwork by helping co-workers within and across departments.
  • Communicates effectively with others, respects diverse opinions and styles, and acknowledges the assistance and contributions of others.
  • Communicates appropriately and clearly to physicians, manager, nursing staff, front office staff, and employees.
  • Maintains a good working relationship within the department.
  • Organizes time and department schedule well.
  • Demonstrates a positive attitude.
• Service Excellence:
  • Displays a friendly, approachable, professional demeanor and appearance.
  • Partners collaboratively with the functional areas across Northwestern Medicine in support of organizational and team objectives.
  • Fosters the development and maintenance of a cohesive, high-energy, collaborative, and quality-focused team.
  • Supports a Safety Always culture.
  • Maintaining confidentiality of employee and/or patient information.
  • Sensitive to time and budget constraints.
• Performs other duties, as assigned.

Required:

• High school graduate or equivalent.
• Strong computer knowledge, data entry skills in Microsoft Excel and Word.
• One year of customer service, preferably in a medical office setting.
• Ability to communicate clearly and effectively, both orally and in writing, at all levels within and outside the organization.
• Ability to work independently.

Northwestern Medicine is an equal opportunity employer (disability, VETS) and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.

Background Check

Northwestern Medicine conducts a background check that includes criminal history on newly hired team members and, at times, internal transfers. If you are offered a position with us, you will be required to complete an authorization and disclosure form that gives Northwestern Medicine permission to run the background check.  Results are evaluated on a case-by-case basis, and we follow all local, state, and federal laws, including the Illinois Health Care Worker Background Check Act.

Benefits

We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being while providing protection for unexpected life events. Please visit our Benefits section to learn more.

Sign-on Bonus Eligibility: Internal employees and rehires who left Northwestern Medicine within 1 year are not eligible for the sign on bonus. Exception: New graduate internal employees seeking their first licensed clinical position at NM may be eligible depending upon the job family.