Service Response Center Representative Lead

Advocate Health and Hospitals Corporation • Wake Forest, NC

9h • $21 - $32

About The Position

Join a fast‑paced, mission‑driven team dedicated to supporting patients, visitors, and hospital staff across multiple campuses. As part of the 24/7 Service Response Center (SRC), you’ll play an essential role in ensuring that critical hospital services—from patient meals to transportation to facilities support—run smoothly and efficiently. This customer‑focused position is ideal for someone who thrives under pressure, communicates with care, and enjoys variety in their daily responsibilities.

Requirements

• High school diploma or GED.
• Minimum of three years in a direct consumer service role with demonstrated success resolving issues under stressful conditions.
• Experience handling multiple calls in a high‑volume or call center environment preferred.
• Previous experience in a medical or healthcare setting preferred.
• Experience training adults is preferred.
• Valid state driver’s license.
• Clear, calm telephone speaking voice.
• Strong interpersonal and customer service skills.
• Basic computer proficiency with the ability to navigate multiple software systems simultaneously.
• Ability to type at least 45 words per minute.
• Self‑motivated and able to work independently.
• Positive attitude and strong resilience under pressure.

Nice To Haves

• Experience handling multiple calls in a high‑volume or call center environment preferred.
• Previous experience in a medical or healthcare setting preferred.
• Experience training adults is preferred.

Responsibilities

• Receive and assist with inbound calls from inpatients regarding meal orders; guide patients through options that meet dietary restrictions and requirements.
• Review medication and allergy reports to ensure meal selections are safe and compliant; update records in appropriate software systems.
• Identify patients who have missed meals and perform follow‑up outreach; communicate with nursing staff and document all interactions.
• Receive, prioritize, and dispatch service requests for Patient Transport, Linen Services, Housekeeping, Engineering, and Clinical Equipment.
• Maintain knowledge of evolving processes, contacts, and workflows across multiple service departments to ensure accurate call resolution.
• Escalate unresolved service requests to departmental management based on SRC guidelines; place outbound calls to gather follow‑up and customer satisfaction feedback.
• Assist the SRC Manager with employee training, orientation of new staff members, and updates to resource materials.
• Stay informed on updates across all Health System campuses (Main, Lexington, Davie, and West) to ensure efficient switchboard support.
• Provide exceptional customer service on all switchboard calls by demonstrating professionalism, courtesy, and problem‑solving initiative.
• Perform additional responsibilities as assigned.

Benefits

• Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:
• Compensation Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training Premium pay such as shift, on call, and more based on a teammate's job Incentive pay for select positions Opportunity for annual increases based on performance
• Benefits and more Paid Time Off programs Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability Flexible Spending Accounts for eligible health care and dependent care expenses Family benefits such as adoption assistance and paid parental leave Defined contribution retirement plans with employer match and other financial wellness programs Educational Assistance Program

What This Job Offers

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