What are the responsibilities and job description for the Service Response Ctr Rep position at Wake Forest Baptist Health?
Job Summary :
Handles requests related to meal orders, patient transport, linen services, housekeeping, engineering, clinical equipment, and switchboard calls. This role requires excellent customer service skills and flexibility to work various shifts, including during severe weather.
Education/Experience :
- High school diploma or GED.
- Two years' experience in customer service, preferably in a call center or medical environment.
- Ability to resolve problems under pressure.
Licensure/Certification :
- Valid North Carolina driver’s license.
Key Responsibilities :
- Meal Requests : Assist patients with meal orders, ensuring dietary needs and restrictions are met.
- Safety Checks : Review patient allergies and medications to ensure safe meal options.
- Missed Meals : Follow up with patients and nursing staff to address missed meals.
- Service Requests : Manage calls related to transport, linen, housekeeping, engineering, and equipment, documenting all actions.
- Escalations : Contact department managers for unresolved issues and follow up to ensure customer satisfaction.
- Other Duties : Complete additional tasks as assigned.
Skills and Qualifications :
- Clear and professional phone communication.
- Strong interpersonal and computer skills.
- Ability to multitask across multiple software systems.
- Typing speed of at least 45 words per minute.
- Positive attitude and self-motivation.
Work Environment :
- Clean, well-lit, and comfortable setting.
- Subject to interruptions and occasional stressful situations.
- Moderate noise levels.
Physical Requirements :
- Primarily sitting, with occasional standing and walking.
- Minimal lifting, up to 20 lbs.
This role requires strong problem-solving skills, adaptability, and a commitment to providing exceptional customer service.
