Service Center Universal Agent, Full-time, Days

Company Description

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 healthcare, no matter where you work within the Northwestern Medicine system. At Northwestern Medicine, we pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, we take care of our employees. Ready to join our quest for better?

Job Description

The Service Center Universal Agent 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 Service Center Universal Agent provides the first line of customer service to a 24X7, multilocation, and diverse workforce. This support may be received and/or delivered via in-bound telephone calls, email, web forms, walk-ins, or chats. They are responsible for delivering exceptional customer service, timely and accurate resolutions for all requests received regardless of intake method. 

Northwestern Medicine Information Services drives innovative, high-value solutions to transform health care. 

We are committed to supporting the relentless pursuit of better medicine by providing exceptional service to our patients and guests as well as internal clients across the organization. To ensure excellence, our team goes to extraordinary lengths to ensure that our systems work together seamlessly. 

Northwestern Medicine understands that technology plays an integral role in shaping the future of health care. Information Services strategically supports the organization by: 

• Leveraging AI, automation and rollout of advanced cyber controls that support digital transformation strategies
• Implementing advanced technologies in clinical and administrative areas

Furthering development of the end user support model to help enhance modern infrastructure 

Responsibilities:

• Provide efficient, accurate, professional support to employees and contractors with a focus on outstanding customer service.
• Gather information to accurately respond to and/or resolve all inquiries using the standardized MyNM Service Center intake procedures, policy, knowledge management system, and reference materials.
• Use critical thinking to solve problems with patience and a positive approach.
• Provide adequate direction and guidance to employees regarding location of relevant documentation on the employee portal and NM websites.
• Be available to answer customer calls promptly during their scheduled shift and maintain an availability percentage according to current standards.
• Follow-up and make scheduled callbacks to customers where necessary.
• Prioritize tasks and issues to ensure these are addressed within pre-defined Service Level Agreements (SLAs)
• Manage the escalation of inquiries to the appropriate points-of contact based on case complexity and transaction requirements using the case management system and call transfer protocols.
• Follow all MyNM Service Center policies, processes, guidelines.
• Engage in team activities/ training as appropriate and assist with any ad-hoc projects/ testing as called upon.
• Strive to meet or exceed all departmental quality and compliance goals.
• Prioritize tasks and issues to ensure these are addressed within pre-defined Service Level Agreements (SLAs)

Qualifications

Required:

• Associate’s degree and 0-2 years of experience in a customer service role or in lieu of degree, must have minimum of 2 years of experience in a customer service role
• Complete all mandatory learning/ certifications required within a set timeframe
• 0-2 years of experience as a call center representative or in a call center environment
• Consistent and effective employee customer service skills and level of professionalism
• Ability to synthesize information from multiple sources or channels in order to identify solutions to employee inquiries.
• Ability to utilize critical thinking skills to help resolve issues and questions.
• Strong written and verbal communication skills
• Strong technical acumen, and demonstrated abilities navigating multiple systems
• Strong analytical and problem-solving skills
• Basic understanding of computer hardware and software
• Ability to read, analyze, and interpret product documentation and technical procedures.
• Ability to understand and interpret HR policies, procedures, and knowledge base articles
• Assist employees and managers with all HR related inquiries.
• Assist employees with Benefits enrollment.
• Routing of cases to HR subject matter experts or vendors as required for resolution.
• Relaying personnel information to employees, managers and outside parties with an understanding of when/what is appropriate to release.
• Utmost integrity in handling confidential and sensitive information
• Ability to learn new skills as required to support a variety of departments within NM’s Administrative and Information Technology areas.

Preferred:

• Bachelor’s degree
• Knowledge of call center operations in healthcare setting
• Bi-lingual

Additional Information

Northwestern Medicine is an affirmative action/equal opportunity employer 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.

If we offer you a job, we will perform a background check that includes a review of any criminal convictions. A conviction does not disqualify you from employment at Northwestern Medicine. We consider this on a case-by-case basis and follow all state and federal guidelines.

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