Service Response Center Rep

Service Response Center Representative

The Service Response Center Representative receives calls and assists customers with request for services. The representative documents all incoming call requests promptly, following all Service Response Center (SRC) policies and guidelines. The Service Response Center Representative coordinates and dispatches appropriate Plant Operations, Patient Information calls or other Support Services personnel as needed. The representative also prioritizes the appropriate level of service to be consistent with the immediate need.

Licensure, Certification, or Registration Requirements for Hire : N / A

Licensure, Certification, or Registration Requirements for continued employment : N / A

Experience REQUIRED : Minimum of one (1) year of work experience in a healthcare setting. Minimum of two (2) years of experience using a personal computer and typing 45+ WPM (typing test may be required). Previous experience with a variety of software applications including word processing, spreadsheets, database, e-mail, etc.

Experience PREFERRED : Previous experience preferably in a very active Call Center environment Previous experience in call / radio dispatching Previous experience using medical terminology Previous experience in one on one customer service

Education / training REQUIRED : High school diploma or equivalent

Education / training PREFERRED : Completion of some college course work

Independent action(s) required : Answers incoming calls courteously and respectfully, introducing self and welcome greeting. Updates and maintains information in departmental database. Handles and dispatches work orders within specified guidelines as outlined by departmental policies and procedures. Uses independent judgment in responding to emergencies.

Supervisory responsibilities (if applicable) : N / A

Additional position requirements : Incumbent must be flexible with work schedules according to department staffing of shift requirements and will be required to work some weekends and holidays as assigned. Must maintain a neat and tidy working environment and adhere to the dress code requirements in accordance with VCUHS and departmental policies and procedures. Must have good time management skills.

Age Specific groups served : All

Physical Requirements (includes use of assistance devices as appropriate) : Physical : Lifting less than 20 lbs. Activities : Prolonged sitting Mental / Sensory : Strong recall, Reasoning, Problem solving, Hearing, Speak clearly, Write legibly, Reading, Logical thinking Emotional : Fast pace environment, Able to handle multiple priorities, Able to adapt to frequent change, Noisy environment