Service Response Center Rep

VCU Health•Richmond, VA

1d•Onsite

About The Position

To provide excellent customer service to all VCU Health customers, visitors, and team members. All calls will be customer-centered with a focus on patient, visitor, and team member safety. Essential duties of the position include but are not limited to: dispatch of all VCU Health Plant Operations, EVS, Bio Medical Engineering, Pest Control, Elevator, Code Cart replacement calls/tickets and dispatch them to the appropriate team member, as well support Telepage in answering VCU Health general information calls regarding patients, team members and services provided by VCU Health. The call center representative demonstrates compliance with all local, state, and federal laws and regulations, including The Joint Commission standards, HIPAA compliance, and VCU Health policies and procedures.

Requirements

High School Diploma or equivalent
Minimum of two (2) years’ experience in customer service which may include direct interaction with customers in person or via telephone, email, text message, fax, pager and other communications devices.
Minimum of two (2) years’ experience using a personal computer and typing 45+ words per minute.
Previous experience with a variety of software applications including word processing, spreadsheets, database, e-mail, etc.
Ability to perform daily activities with minimal supervision.
Function in a self-directed manner in the accomplishment of routine activities.
Issues that involve violation of VCU Health policies and procedures, involve conflicts of a sensitive nature or that would be considered unusual in nature are to be brought to the attention of the leadership immediately.
Representatives are required to work every other weekend and scheduled holiday hours.

Nice To Haves

Completion of some college course work
Epic or similar scheduling systems training
Experience with database software
Experience with Epic or similar electronic medical record system.
Training as an Emergency Medical Dispatcher (EMD)
Training as an Emergency Medical Technician (EMT)
Previous experience preferably in an active Call Center environment.
Previous work experience in a healthcare setting and knowledge of medical terminology
Previous experience as an Emergency Medical Dispatcher/911 Dispatcher
Previous experience as an Emergency Medical Technician.
Combination of education and experience in lieu of a degree.

Responsibilities

Serves as dispatcher for all VCU Health Plant Operations, EVS, Bio Medical Engineering, Pest Control, Elevator, Code Cart replacement while practicing safety first in all aspects of their duties.
Obtain all necessary information as defined by protocols for the specific departments’ protocols.
Contacting outside resources phone calls to on-call team members, radioing Plant Operations team members, and any electronic documentation necessary for regulatory tracing.
Provides support answering Patient and General Information calls to VCU Health.
Displays knowledge of VCU Health facilities, services provided, medical terminology and informational resources available to both team members and patients through the performance of job duties.
Communicates time sensitive information (clinic closings, traffic disruptions, changes in service locations or contact information) to team members and department leadership to ensure all team members are informed and application data is updated.
Escalates all safety concerns immediately to department leadership.
Work collaboratively to both identify problem areas and provide solutions, especially as they may relate to patient safety.
Perform other duties as assigned and/or participates in special projects to support the mission of VCU Health and the Communications Center.
Assists team members.
Assists in mentoring and training new team members.
Accepts alternate assignments, as required, graciously.
Answer incoming phone lines, routes calls appropriately and documents information as required.
Prioritize incoming emergency communications calls and dispatch emergency response teams appropriately, to include required post call documentation.
Communicate and coordinate via telephone and pager with physicians and other VCU Health personnel.
Other internal and external communication as required, including the use of two-way radios.