Service Response Center Representative
Service Response Center Representative
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
JOB SUMMARY:
Receives and processes a variety of requests from patients visitors and hospital employees related to inpatient and outpatient meal requests Patient Transport Linen Services Environmental Services Engineering Clinical Equipment and switchboard calls. This position is severe weather critical. Since the department is open 24 hours per day 365 days per year this position may be required to work a flexible schedule including days evenings nights weekends and holidays as well as during inclement weather. The Service Response Center is a customer service department and is committed to providing excellent customer service to all of our customers.
EDUCATION/EXPERIENCE:
High school diploma or GED equivalent with two years experience in a direct consumer services role with demonstrated ability to resolve problems under stressful conditions. Experience handling multiple calls in a stressful call center environment preferred. Previous experience working in a medical environment preferred.
LICENSURE CERTIFICATION and/or REGISTRATION:
Valid North Carolina drivers license.
ESSENTIAL FUNCTIONS:
1. Receives calls from inpatients related to their meal orders. Guides callers through the process discussing with caller when necessary their options for food items that meet their diet requirements. Suggests optional food items as necessary to meet dietary requirements and limitations.
2. Reviews reports related to patients medication and allergies and updates documentation in software to ensure that meal requests are safe for patients and within dietary guidelines.
3. Identifies patients who have missed a meal. Places outbound calls to these patients to ensure that patients are fed. Communicates with the nursing staff related to patients who have missed meals. Documents interactions carefully.
4. Receives and dispatches a variety of service requests related to Patient Transportation Linen Housekeeping Engineering and Clinical Equipment. Stays abreast of process and personnel changes in these departments to ensure accurate handling of calls. Documents thoroughly in appropriate software systems.
5. Contacts service departments management personnel as needed to escalate unanswered service requests following SRCs approved guidelines. Places outbound calls for service request followup and documentation of customer satisfaction.
6. Performs other position related duties as assigned.
SKILLS/QUALIFICATIONS:
Clear and calm telephonespeaking voice Excellent interpersonal skills Basic computer skills Ability to maneuver several computer software systems simultaneously to access data and to document data related to interactions Typing minimum of 45 words per minute Self motivated with ability to work without direct supervision Ability to maintain a positive attitude in the workplace is absolutely necessary
WORK ENVIRONMENT:
Clean well lit comfortable climate Subject to interruptions Subject to stressful situations Moderate noise environment
Required Experience:
Unclear Seniority
Employment Type
Part-Time
