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?

The Service Center Specialist 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 Specialist is responsible for the delivery of functional training for all Service Center Representatives at the direction of key stakeholders. This position will utilize expertise to assist in the development of training and knowledge content. This individual will work in a team environment that requires open communication, collaboration, and adherence to deadline sensitive work. 

Responsibilities:

• Is responsible for the delivery of functional training under the direction of the Training Analyst.
• Works collaboratively with key stakeholders to determine educational/training needs to improve quality metrics.
• Contribute to the overall Team goals/SLAs by handling calls and/or tickets when directed by the Manager/ Team Leads.
• Partner with the Training Analyst to identify and communicate process issues effectively with business owners, management and partners. Formulates solutions to be shared with team.
• Collaborates with the Quality Analyst to ensure compliance with established process flows, NM policies, and managerial guidelines.
• At the direction of the Manager/Team Leads, provides support to the Service Center team as a subject matter expert for various IS or HR or other system function procedures/policies/workflows.
• As assigned, represents the department in a professional manner and works with all levels of management and staff.
• Using their knowledge/area of expertise assist the Training and Knowledge Analysts in the development of training and knowledge content

Additional Functions    

• Participate in User Acceptance Testing
• Performs other duties as assigned

Required:

• 3-5 years demonstrated success in Service Center environment
• Associate’s degree and minimum 2 years of experience in an IS or HR customer service role, or in lieu of degree, must have minimum of 4 years in an IS or HR customer service role
• Fully trained on all types of inquiries/transactions/tickets for at least one Service Center primary discipline (IS/HR etc.)
• Excellent communication, analytical and interpersonal skills
• Ability to listen and work effectively to deliver results under tight deadlines and schedules
• Strong team player and quick learner, with experience in using MS office tools
• Self-starter with great attention to detail, excellent organizational skills
• Strong critical thinking skills and problem solving
• Robust time management skills, ability to manage multiple priorities in a high-stress atmosphere

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.