Service Response Center Rep

General Summary of Position
Serves customers by determining requirements, answering phone calls, resolving problems, fulfilling requests, maintaining database, assigning work orders and transports.

Minimum Qualifications
Education

• High School Diploma or GED required.

Experience

• Customer service experience required.
• Prior experience in a hospital or call center.

Knowledge, Skills, and Abilities

• Ability to prioritize service requests based on urgency.
• Verbal and written communication.
• Experience with Excel required.
• Demonstrated multi-tasking and organizational skills.
• Windows-based computer skills;

Primary Duties and Responsibilities

• Answers all incoming calls to the MSGH Service Response Center (Call Center) and assists callers accordingly. Accesses MSGH Service Response Center (Call Center) voicemail boxes throughout the shift to retrieve voicemails and follow up.
• Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards and safety standards. Complies with governmental and accreditation regulations.
• Contacts Ancillary and Nursing departments to coordinate transports and inform them of delays.
• Assigns pagers to Transporters daily, contacts Transporters for dispatch, enters transport requests, edits/cancels existing requests and updates bed board as needed. Uses the TeleTracking system to coordinate transports within the entire hospital.
• Retrieves calls and meeting request via the web in regards to scheduling a conference room. Creates, schedules, and assists with conflicts using the EMS Professional software. Notifies Environmental Services of all meetings to ensure proper setups are handled. Responsible for posting meetings held at the hospital on the MSGH StarPort web page daily.
• Performs other duties as assigned.
• Participates in meetings and on committees.
• Responsible for signing in/out conference room microphones, pointers, and cords to associates within the hospital. Ensures all pieces of equipment are accounted for. Help assist with issues using any of the equipment.
• Coordinates transportation request for Security in regards to patients that need transportation services to destinations outside of the hospital.
• Answers calls and retrieves work orders incoming from the web regarding service requests in a timely manner. Prioritizes calls, creates tickets using TMS Four Rivers software, Web TMA Facility Maintenance and Asset Management software, and routes to appropriate departments (Environmental Services, Linen, Facilities, and Clinical Engineering). Tracks progress of tickets and follows up to ensure ticket is completed and closed.
• Answers calls and retrieves meeting request incoming from the web from customers within/out the hospital regarding video conference requests in a timely manner. Creates, schedules, and helps assist with conflicts using the Microsoft Office Outlook software.
• Orders supplies for the department.

Why MedStar Health?
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. We live up to this promise through:

• Comprehensive total rewards package—including competitive pay, generous paid time off, great health and wellness benefits, retirement savings, education assistance, and so much more.
• 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.
• 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.

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.