Service Response Center Representative

Overview

Job Summary:

Handles various service requests from patients, visitors, and hospital employees, including meal requests, patient transport, linen services, housekeeping, engineering, clinical equipment, and switchboard calls. This role is essential during severe weather and requires flexibility, including working days, nights, weekends, holidays, and inclement weather.

Education/Experience:

• High school diploma or GED.
• 2+ years of experience in customer service, preferably in a call center or medical setting.
• Experience in high-stress environments is a plus.

License/Certification:

• Valid North Carolina driver's license.

Essential Functions:

1. Processes patient meal orders and ensures they meet dietary restrictions.
2. Reviews patient reports for safe meal preparation based on medications/allergies.
3. Ensures missed meals are addressed and communicates with nursing staff.
4. Handles service requests for transport, housekeeping, linen, and equipment.
5. Escalates unresolved requests and follows up on customer satisfaction.
6. Performs other related tasks as needed.

Skills/Qualifications:

• Clear, calm telephone voice.
• Strong interpersonal and basic computer skills.
• Ability to handle multiple software systems and type at least 45 words per minute.
• Self-motivated with a positive attitude and minimal supervision.

Work Environment:

• Clean, well-lit area with moderate noise.
• Subject to interruptions and occasional stress.

Physical Requirements:

• Standing, walking, and sitting for various lengths of time.
• Some lifting (up to 20 lbs. maximum).