Communications Center Customer Service Rep

General Summary Of Position

Supports the hub of communication at MedStar Washington Hospital Center (MWHC). Provides the initial contact and impression for callers to the hospital and assists customers with incoming and outgoing services. Acts as the point of contact for the activation of in-house emergency response systems. Executes requests to page clinical and non-clinical associates. Answers questions relative to patient information in accordance with MWHC policy. Provide information in response to inquiries about products and services and to handle and resolve complaints.

Primary Duties And Responsibilities

• Monitors the emergency alarm system and maintains appropriate alarm log in the communications system data base.
• Provides Call Center services. Documents/relays messages received for clients per established procedures to include: Physicians, house staff, and other WHC personnel. Requests for engineering services and other appropriate MWHC departments.
• Receives and processes requests for emergency and non-emergency calls for patients, physicians, departments and services of MedStar Washington Hospital Center. Answers incoming MWHC calls and routes or assists callers in locating patients, guests, physicians, or employees. Answers questions regarding patient information as appropriate.
• Assists patients, guests, physicians, and MWHC staff in placing external and long-distance calls.
• Conducts testing of overhead page system and code groups as necessary.
• Maintains the Communication Center as a base station for emergency, security, fire, and engineering calls. Monitors emergency alarm(s) on computer screen. Updates Computer Maintenance Management System (CMMS), customer service database, and spreadsheets as needed with updated service information.
• Activates and dispatches all stat calls, pages and code teams in emergent situations including Code Blue, Code Yellow, Code Orange, Code Pink, Code Stork, Code Heart, Code One, Code Rapid Response, Code Critical Airway, Code StarPort, Code Red, Code BERT, Code Black, Code Green, Code Purple, Code Gray, Code Silver, Code White, Stat EKG and Anesthesia Stat.
• Acts as the point of contact for pager distribution.
• Makes public address announcements.
• Receives and processes service requests from patients, guests, physicians, and MWHC associates. Responds to customer inquiries and concerns. Follows up with customers as appropriate to ensure customer satisfaction.
• Completes data entry in multiple systems including: Intellides Everbridge Physician On-call schedule
• Assists patients by confirming appointment times through MedConnect.
• Coordinates disaster communications during hospital disasters as appropriate.
• Generates and dispatches service request work orders for completion by vendors.
• Participates in on-going education, quality assurance tasks and other projects as assigned.
• Tracks, updates, and edits changes to physician on-call schedule. Contacts physician and other providers using on-call schedules and paging or other text messaging systems.
• Responds to calls made to MWHC employing great customer service skills in order to provide a positive experience.
• Provides informal assistance such as technical guidance and/or training to co-workers.
• Assists with the training of new hires and temporary employees on Computer Maintenance Management System (CMMS), customer service database, email, Live chat and Call Center procedures.

Minimum Qualifications

Education

• May require up to l year of technical or other specialized training.
• High School Diploma or GED.

Experience

• 6 to 12 months experience such as in a customer service environment (e.g.: telemarketing or telephone operator) where keyboarding is required.

Knowledge, Skills, And Abilities

• May require the use of standard office/medical equipment (i.e., typewriter, personal computer, data terminal, on-line printer, calculator, telephone, facsimile, copier, comparison or checking of reports, records and related data. Job requires extensive keyboarding, hand writing and use of telephone equipment.
• Requires the ability to read and write; and knowledge of grammar, and arithmetic including fractions and decimals.

Why MedStar Health?

We Live Up To This Promise Through

At MedStar Health, we understand that our ability to treat others well begins with how we treat each other. We work hard to foster an inclusive and positive environment where our associates feel valued, connected, and empowered.

• Strong emphasis on teamwork—our associates feel connected to each other and our mission as an organization. In return, our effective team environment generates positive patient outcomes and high associate satisfaction ratings that exceed the national benchmark.
• Comprehensive total rewards package—including competitive pay, generous paid time off, great health and wellness benefits, retirement savings, education assistance, and so much more.
• More career opportunities closer to home—as the largest healthcare provider in the Baltimore-Washington, D.C. region, there are countless opportunities to grow your career and fulfill your aspirations.
• Strategic focus on equity, inclusion, & diversity—we are committed to equity for all people and communities. We continue to build a diverse and inclusive workplace where people feel a sense of belonging and the ability to contribute to equitable care delivery and improved community health outcomes at all levels of the organization.

About MedStar Health

MedStar Health is dedicated to providing the highest quality care for people in Maryland and the Washington, D.C., region, while advancing the practice of medicine through education, innovation, and research. Our team of 32,000 includes physicians, nurses, residents, fellows, and many other clinical and non-clinical associates working in a variety of settings across our health system, including 10 hospitals and more than 300 community-based locations, the largest home health provider in the region, and highly respected institutes dedicated to research and innovation. As the medical education and clinical partner of Georgetown University for more than 20 years, MedStar Health is dedicated not only to teaching the next generation of doctors, but also to the continuing education, professional development, and personal fulfillment of our whole team. Together, we use the best of our minds and the best of our hearts to serve our patients, those who care for them, and our communities. It’s how we treat people.

MedStar Health is an Equal Opportunity (EO) Employer and assures equal opportunity for all applicants and employees. We hire people to work in different locations, and we comply with the federal, state and local laws governing each of those locations. MedStar Health makes all decisions regarding employment, including for example, hiring, transfer, promotion, compensation, benefit eligibility, discipline, and discharge without regard to any protected status, including race, color, creed, religion, national origin, citizenship status, sex, age, disability, veteran status, marital status, sexual orientation, gender identity or expression, political affiliations, or any other characteristic protected by federal, state or local EO laws. If you receive an offer of employment, it is MedStar Health's policy to hire its employees on an at-will basis, which means you or MedStar Health may terminate this relationship at any time, for any reason.