KIMBERLY GREEN

• Supports leadership by acting as an intermediary between leadership and Client Relations Specialists for troubleshooting, guidance, and issue resolution/support
• Answers requests from clients if they would like an internal redirect (e.g., Can I speak to a manager?)
• Created training guides and in-person and online training courses to improve customer user experience in Oracle environment.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Provided comprehensive training to new team members, equipping them with the skills needed for success in their roles.
• Delivered superior customer service to strengthen relationships and drive future business revenue.
• Documents stakeholder interaction in contact or call center technology system
• Advises stakeholders on how to use self-service tools
• Advises stakeholders on the Oracle Cloud system
• Opens, closes, and manages requests through the ServiceNow portal
• Participates in special project requests to assist with overflow work of other teams as needed
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Managed department call volume of 120 calls per day and coordinated department schedules to maximize coverage during peak hours.
• Completed opening and closing functions to meet operational needs.
• Reviewed overdue tickets and followed up with customer support personnel to resolve root cause of delay.
• Directed team members in customer service personnel while helping front-line team members work effectively with over 50 daily customers.

Contact

Hector Garcia III

Interim Director of F & A Knowledge and Support, University of Chicago, hgarcia3@uchicago.edu, 773-702-5800

• Answers all telephone calls for up to three clinics, to accurately schedule patients within guidelines; recording messages utilizing templates, and routing clinical inquiries to the appropriate pool critical to the resolution of the concern, clinical, or administrative pools; completes clean registration
• Contributed to a positive work environment by actively participating in team meetings, sharing best practices, and providing constructive feedback when necessary.
• Assesses the callers’ needs and responds with critical judgment
• Ensures the appropriate resolution for the inquiries or issues
• Understand when to escalate calls
• Assisted patients in navigating complex insurance plans, helping them maximize their benefits and minimize out-of-pocket expenses.
• Follows protocols built in Epic and documented practice scheduling requirements
• Responsible for accurately documenting appointment information and notifying the patient of information critical to their visit
• Monitored patient satisfaction, generating valuable feedback to inform ongoing process improvements and enhance the overall experience.
• Drives and supports the RUMG revenue
• Efficiently managed waiting lists for services with limited availability by prioritizing cases based on urgency and need.
• Maintains a high level of understanding and acts as a patient resource for all service offerings
• Exhibits sensitivity to patient information
• Always maintains privacy for patient and employee information
• Streamlined the registration process for new patients
• Addressed concerns raised by patients or caregivers promptly, fostering strong relationships built on trust and mutual respect.
• Provided exceptional customer service while managing high call volumes, addressing inquiries quickly while maintaining professionalism at all times.
• Promotes a positive and productive environment, supporting teamwork and communication
• Utilizes customer service skills to exceed expectations

Contact

Justin A Lovett

Training Specialist

Access Center, RUMC, Justin_A_Lovett@rush.edu,630-849-0486

• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
• Supported team efforts to achieve customer service goals.
• Responded to customer requests, ensuring timely assistance.
• Checked credentials and identifying paperwork for all incoming employees and visitors.
• Resolve customer complaints fairly
• Elevate customer concerns to managers and supervisors
• Be knowledgeable about facilities offerings and services
• Leveraged physical or verbal techniques to investigate suspicious activities and resolve concerns.
• Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
• Follows all security protocols built into Epic
• Exhibits sensitivity to patient information and protects confidentiality
• Always maintains privacy for patient and employee information
• Responded quickly to emergency situations to assess and deflect issues.
• Conducted training sessions for new personnel to facilitate compliance with security protocols.
• Promotes a positive and productive environment, supporting teamwork and communication
• Utilizes customer service skills to exceed expectations

Contact

Natalie Setterberg

Assistant Director, BAA

Surgical Services, Hospital, nsetter@uic.edu,312-413-4485

• The core mission of the University of Chicago undergraduate student housing program, referred to as the “House System” is to deliver a residential environment that supports the academic success of its residents
• The primary strategy for the delivery of such an environment is through a residence life program that aims to develop strong residential communities that are self-regulating, supportive of academic success; provide a keen sense of belonging, and rich opportunities for personal, cultural, social, and intellectual development
• The leadership of residential faculty and adult staff in fostering these experiences is key to the success of the mission
• Residential Services works in close collaboration with the Office of Undergraduate Student Housing (OUSH) in support of the residential staff
• Streamlined check-in and check-out processes for all guest visiting premises
• Trained new front desk team members, ensuring consistency in excellent guest service delivery across the team.
• Answered customer telephone calls promptly and appropriately handled needs.
• Greeted visitors and students upon arrival, offered any assistance needed, and answered questions to build rapport with residents
• Performed administrative tasks including filing, report generation, and data entry to support efficient operations.
• Participated in ongoing training opportunities to stay current on industry best practices and enhance professional development.
• Conducted regular safety checks on residential facilities to identify hazards and maintain a secure environment.
• Excellent conflict resolution skills, require representatives to possess complex service knowledge, as well as certain hard skills
• As university Residence Halls staff these skills honed/developed over a10+ year tenure
• Built trust with residents by establishing rapport, demonstrating empathy, and actively listening to their needs.
• Assisted residents with basic activities of daily living.
• Enhanced community living experience for residents through the implementation of engaging social programs and events.
• Customer Service Representative duties do not end at just responding to customers and resolving their issues; contribute to positive behavior support plans by closely monitoring resident interactions and implementing appropriate client-focused interventions when necessary.
• Monitored and screened visitors to verify appropriate accessibility to campus Housing facilities
• Collecting and analyzing customer feedback is also a part of the job tasks
• The creation of these surveys and the collection/Analysis of data is an integral task the candidate has performed extensively
• Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.

Contact

Meaghan Ward

Assistant Director of Operations, University of Chicago, meaghan@uchicago.edu,773-612