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Contact Center Rep I

Req #:  107652
Facility:  Advocate Medical Group
Department:  NonClinical Support/Customer Service/Clerical Admi
City:  Rosemont
Posting Budget Status:  Day/PM
Shift Type:  Full Time - Permanent
Posting FTE:  1

Advocate Medical Group is a physician-led medical group providing primary care, specialty services, medical imaging, outpatient services and community based medical practices throughout the Chicagoland and Bloomington/Normal.

 It’s More Than a Job, it’s a calling

 

Contact Center Rep I Position

Full-time Hours

Days off - one day during the week and one day during weekend

 

REQUIRED QUALIFICATIONS:

  • High School diploma.
  • 1 to 2 years previous experience in a contact center or similar patient/customer service environment.
  • 30 to 40 wpm.
  • Excellent communication skills.
  • Basic customer service skills.
  • Basic problem solving skills.
  • Demonstrates accuracy and attention to detail.
  • Self-directed.
  • Ability to handle a high call volume environment while maintaining high performance.
  • Willingness to work flexible hours.
  • Basic computer skills.
  • Experience in Microsoft Word and Excel helpful.
  • Ability to work in a team environment.
  • Ability to follow procedures.
  • Medical terminology knowledge helpful.
  • Maintains high energy and a positive attitude.
  • Demonstrates a personal commitment to promoting and providing excellent customer service.
  • Adapts rapidly to change and balances multiple priorities.
  • Thinks quickly and uses appropriate judgment.
  • Possesses excellent interpersonal skills, diplomacy, and patience while interacting with customers and colleagues.
  • Ability to use computer terminal for extended time frames.
  • Hours may be irregular due to 24/7 operations.

If position has direct patient care or direct patient contact the following lifting requirement supersedes any previous lifting requirement effective 06/01/2015. Ability to lift up to 35 pounds without assistance. For patient lifts of over 35 pounds, or when patient is unable to assist with the lift, patient handling equipment is expected to be used, with at least one other associate, when available. Unique patient lifting/movement situations will be assessed on a case-by-case basis.

 

Process:
This position is responsible for fielding and resolving telephone calls and other contact methods in the Advocate Patient Contact Center. Expectations of this role include providing exceptional customer service, treating all callers with dignity and respect, striving to anticipate and meet the needs of Advocate patients, and working collaboratively with other contact center staff to achieve quality and performance standards.

Accountabilities:
Customer Care and Service Excellence


 

About Advocate Health Care

 

Advocate Health Care, named among the nation’s Top 5 large health systems based on quality by Truven Analytics, is the largest health system in Illinois and one of the largest health care providers in the Midwest. Advocate operates more than 250 sites of care, including 12 hospitals that encompass 11 acute care hospitals, the state’s largest integrated children’s network, the state’s largest emergency and Level I trauma network, one of the area’s largest home health care companies, and the region’s largest medical group. Advocate Health Care has 4 teaching hospitals and is a not-for-profit, mission-based health system affiliated with the Evangelical Lutheran Church in America and the United Church of Christ.


Nearest Major Market: Chicago