Service Response Ctr Rep

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JOB SUMMARY: Handles various requests related to patient meals, transportation, linen services, housekeeping, engineering, clinical equipment, and switchboard calls. This position requires flexibility in working hours, including days, evenings, nights, weekends, and holidays, as well as during inclement weather. The Service Response Center prioritizes excellent customer service.

EDUCATION/EXPERIENCE: High school diploma or GED equivalent with two years of experience in direct consumer services. Experience in a stressful call center environment preferred. Previous medical environment experience is a plus.

LICENSURE, CERTIFICATION, and/or REGISTRATION: Valid North Carolina driver's license.

ESSENTIAL FUNCTIONS:

Receives and processes inpatient meal orders, guiding callers through the process and suggesting suitable food items based on dietary requirements.

Reviews reports on patients' medication and allergies, updating documentation to ensure safe and dietary-compliant meal requests.

Identifies patients who have missed meals, placing outbound calls to ensure patients are fed and communicating with nursing staff. Documents interactions carefully.

Handles service requests related to Patient Transportation, Linen, Housekeeping, Engineering, and Clinical Equipment. Stays informed about department changes for accurate call handling.

Contacts service department management for escalated service requests following guidelines. Conducts outbound calls for service request follow-up and documents customer satisfaction.

Performs other duties as assigned.

SKILLS/QUALIFICATIONS:

• Clear and calm telephone-speaking voice.
• Excellent interpersonal skills.
• Basic computer skills.
• Ability to navigate multiple software systems simultaneously for data access and documentation.
• Typing speed of at least 45 words per minute.
• Self-motivated with the ability to work without direct supervision.
• Maintains a positive attitude in the workplace.

WORK ENVIRONMENT: Clean, well-lit, comfortable climate. Subject to interruptions and occasional stressful situations. Moderate noise environment.

PHYSICAL REQUIREMENTS:

• Standing: 0-35%
• Walking: 0-35%
• Sitting: 65-100%
• Bending, Reaching with arms: N/A
• Finger and hand dexterity: 65-100%
• Talking, Hearing, Seeing: 65-100%
• Lifting, carrying, pushing, and/or pulling: Up to 20 lbs. maximum, 50 lbs. maximum, 100 lbs. maximum.