Service Dispatch Coordinator

HCA Healthcare • Tampa, FL

109d • Remote

About The Position

This Work from Home position requires that you live and will perform the duties of the position; within 60 miles of an HCA Healthcare Hospital (Our hospitals are located in the following states: FL, GA, ID, KS, KY, MO, NV, NH, NC, SC, TN, TX, UT, VA). Shifts are Monday - Friday Between 6:00 AM - 6:00 PM (40 Hour Work Week) - Eventually will include weekends. Do you want to join an organization that invests in you as a Facilities Management Dispatch Coordinator? At Parallon, you come first. HCA Healthcare has committed up to 300 million in programs to support our incredible team members over the course of three years.

Requirements

• Competency in MS Office Suite and MS operating system.
• Experience with call center techniques.
• Competency in call center tracking tools.
• Prior experience supporting customers via phone operating systems.
• Experience with facility management administrative support procedures.
• High School Graduate/Equivalent required.
• Associate degree or equivalent work experience preferred.
• One to Three years' work experience preferred.

Responsibilities

• Provides support for incoming phone calls and requests reported through the HCA Facilities Management departments.
• Conducts initial assessment, triage, research, and routing of incoming phone calls and requests from the HCA Facilities Management requests system (level 2 and level 3).
• Collects information through a constructive customer conversation and accesses all available support tools.
• Engages other service resources from facilities, division groups, and potential vendors for problems beyond the scope of their ability or responsibility.
• Interacts and collaborates with other HCA colleagues, including Facilities Management leadership teams within the enterprise.
• Identifies appropriate calls and requests to route within the organization and prioritizes issues to be escalated.
• Addresses and escalates phone calls and requests with quality documentation.
• Takes ownership of issues and actively facilitates resolution of incoming phone calls and requests.
• Uses appropriate routing protocols to document issues, phone calls, and requests.
• Evaluates and provides feedback to maintain accuracy of routing phone calls and requests.
• Creates a positive customer support experience and builds strong relationships through proper triaging.
• Ensures the best end-to-end customer experience and provides a single point-of-contact for the customer.
• Analyzes and resolves phone calls and requests regarding appropriate routing determination.
• Utilizes self-help and staff knowledge bases.
• Identifies opportunities for implementing process improvements.
• Maintains and protects confidentiality regarding all aspects of patient care and employee information.

Benefits

• Comprehensive medical coverage that covers many common services at no cost or for a low copay.
• Additional options for dental and vision benefits, life and disability coverage.
• Flexible spending accounts, supplemental health protection plans, auto and home insurance.
• Free counseling services and resources for emotional, physical and financial wellbeing.
• 401(k) Plan with a 100% match on 3% to 9% of pay.
• Employee Stock Purchase Plan with 10% off HCA Healthcare stock.
• Family support through fertility and family building benefits with Progyny and adoption assistance.
• Referral services for child, elder and pet care, home and auto repair, event planning and more.
• Consumer discounts through Abenity and Consumer Discounts.
• Education assistance (tuition, student loan, certification support, dependent scholarships).
• Colleague recognition program.
• Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage).
• Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Hospitals
• Education Level: High school or GED