What are the responsibilities and job description for the Service Response Center Representative position at Wake Forest Baptist Health?
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 driver's 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 department's management personnel as needed to escalate unanswered service requests following SRC's approved guidelines. Places outbound calls for service request follow-up and documentation of customer satisfaction.
6. Performs other position related duties as assigned.
SKILLS/QUALIFICATIONS:
Clear and calm telephone-speaking 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
