Service Response Center Representative

Advocate Health and Hospitals Corporation • Wake Forest, NC

22h • Onsite

About The Position

Join a team committed to exceptional customer service at the heart of hospital operations. As a Service Response Center Representative, you will play a vital role in ensuring patients, visitors, and staff receive prompt, accurate, and compassionate support. This fast-paced, 24/7 department handles a wide range of requests—from meal ordering to patient transport coordination—and thrives on teamwork, professionalism, and calm under pressure. If you enjoy helping others, juggling multiple responsibilities, and contributing to seamless hospital operations, this role may be the perfect fit.

Requirements

• High school diploma or GED required.
• Minimum of two years’ experience in a direct consumer service role with proven ability to resolve issues under stressful conditions.
• Clear, calm, and professional telephone communication.
• Excellent interpersonal skills with a customer-first mindset.
• Strong basic computer skills; ability to navigate multiple software systems simultaneously.
• Typing speed of 45 wpm or higher.
• Self-motivated with the ability to work independently.
• Consistent positive attitude, especially in stressful situations.
• Valid state driver’s license required.

Nice To Haves

• Experience in a fast-paced call center environment preferred.
• Previous medical or hospital experience strongly preferred.

Responsibilities

• Receive and process inpatient meal requests, guiding callers through food selections while ensuring compliance with dietary restrictions.
• Review patient reports for medication and allergy information; update software to ensure meal requests remain safe and appropriate.
• Identify and contact patients who have missed meals; communicate with nursing staff as needed and document all interactions thoroughly.
• Receive and dispatch service requests related to Patient Transport, Linen Services, Housekeeping, Engineering, and Clinical Equipment.
• Stay current on departmental processes and personnel to ensure accurate routing of calls.
• Escalate unresolved service requests to management according to SRC guidelines.
• Conduct follow-up outbound calls to ensure service completion and customer satisfaction.
• Perform additional duties as assigned.

Benefits

• 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