Medical Office Associate-Medical Office Associate-Excellence and Experience Office

Hiring Unit: Medical Office Associate-Excellence and Experience Office

Hiring Department: Excellence and Experience Office

Location: Chicago, IL

Requisition ID: 1014995

Work Schedule: Days; Monday- Friday: 9am-5pm (37.5 work week)

Posting Close Date: 3/30/2023

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 at Chicago (UIC), UI Health comprises a clinical enterprise that includes a 495-bed tertiary care hospital, 22 outpatient clinics, and 13 Mile Square Health Center facilities, which are 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

This is a full-time and benefits eligible position. UIC offers competitive salaries commensurate with experience. In addition, all full-time benefits eligible positions include a comprehensive benefits package which include Health, Dental, Vision, Life, Disability & AD&D insurance, a defined benefit pension plan as well as paid leave which includes Vacation, Holiday and Sick. In addition, we offer tuition waivers for employees and dependents. Click for a complete list of Employee Benefits

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.

Duties & Responsibilities:

• Provides a myriad of intermediate level customer service functions.
• Provide program offerings to facilitate a seamless access and transition experience across the continuum of care.
• Scheduling, registration, financial clearance, telecommunications routing and triage, before and after visit follow up.
• Provide other services to the UI Health community via phone, fax, web, electronic portal and email.
• Services 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, rescheduling and patient no shows and conducts education to customer regarding information on procedures and issues.
• Manages all UI Health customer access requests from patients and families, employees, referring physicians and the general public.
• 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 enterprises wide.
• Perform a combination of both phone based and non-phone call center responsibilities, including managing and responding to patient portal and fax requests.
• Updating Find-A-Doc system, responding to voicemail inquiring, assisting with appointment no-show ups, and processing medication refill request.
• Serves 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,
• Participating in customer experience improvement teams, reviewing customer experience surveys.
• Developing recommendations to improve the programs, conducting quality improvement audits, and gathering data for statistical studies to drive continuous improvement in Customer CARE Center performance.

Qualifications:

Minimum Qualifications:

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.

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, COVID-19 vaccination requirement, and employment eligibility review through E-Verify.

The university provides accommodations to applicants and employees. Request an Accommodation