Service Response Center Representative

Department

11597 Non Enterprise Corporate - Switchboard

Status

Full time

Benefits Eligible

Yes

Hours Per Week

Schedule Details/Additional Information

Once out of training the regular schedule will be 11a-7p Monday through Friday and every other weekend for a total of 40 each week.

Pay Range

$20.80 - $31.20

Join a team committed to exceptional customer service at the heart of hospital operations. As a S ervice Response Center Representative, you will play a vital role in ensuring patients, visitors, and staff receive prompt, accurate, and compassionate support. This fast‑paced, 24/7 department handles a wide range of requests—from meal ordering to patient transport coordination—and thrives on teamwork, professionalism, and calm under pressure. If you enjoy helping others, juggling multiple responsibilities, and contributing to seamless hospital operations, this role may be the perfect fit.

Essential Functions

• Receive and process inpatient meal requests, guiding callers through food selections while ensuring compliance with dietary restrictions.
• Review patient reports for medication and allergy information; update software to ensure meal requests remain safe and appropriate.
• Identify and contact patients who have missed meals; communicate with nursing staff as needed and document all interactions thoroughly.
• Receive and dispatch service requests related to Patient Transport, Linen Services, Housekeeping, Engineering, and Clinical Equipment.
• Stay current on departmental processes and personnel to ensure accurate routing of calls.
• Escalate unresolved service requests to management according to SRC guidelines.
• Conduct follow‑up outbound calls to ensure service completion and customer satisfaction.
• Perform additional duties as assigned.

Education & Experience Requirements

• High school diploma or GED required.
• Minimum of two years’ experience in a direct consumer service role with proven ability to resolve issues under stressful conditions.
• Experience in a fast‑paced call center environment preferred.
• Previous medical or hospital experience strongly preferred.

Licensure/Certification

• Valid state driver’s license required.

Skills & Qualifications

• Clear, calm, and professional telephone communication.
• Excellent interpersonal skills with a customer‑first mindset.
• Strong basic computer skills; ability to navigate multiple software systems simultaneously.
• Typing speed of 45 wpm or higher.
• Self‑motivated with the ability to work independently.
• Consistent positive attitude, especially in stressful situations.

Schedule Details

Training for up to 90 days, M-F 8a-7p

Once training is complete, the work shift will be 11a-7p, M-F and every other weekend for a total of 40 hours per week

Our Commitment To You

Compensation

• Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
• Premium pay such as shift, on call, and more based on a teammate's job
• Incentive pay for select positions
• Opportunity for annual increases based on performance

Benefits And More

• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program

Note: Eligibility for programs listed above may depend on your FTE or status (e.g., full-time, part-time, per diem, temporary, etc.); please ask a Recruiter for more information during an interview.

About Advocate Health

Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.

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.