Service Response Center Representative - Per Diem

Beth Israel Lahey Health•Boston, MA

23d•$19 - $25

About The Position

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives. Service Response Center Representative - Per Diem 6:00 AM-2:30 PM and 10:30 AM-7:00 PM on both Saturday and Sunday every other weekend Ocasional shift during week 6:00 AM-2:30 PM or 10:30 AM-7:00 PM Job Description: Reporting to the department manager, this position is responsible for processing customer requests by obtaining clear, concise directions and patient information. Must develop, in a relatively short period of time, a flawless knowledge of the hospital facility and services. Must be prompt, courteous, and customer service oriented in all interactions with patients, visitors and co-workers. Collaborates with team members as well as other support service departments. This position is responsible for the documentation, communication and dispatching of a wide variety of service requests from the customers of the Service Response Center to the staff of the department that the SRC serves. This position assists the department in the clerical aspects of preparation for patient meal service through accurate menu processing and assisting patients with menu selection. The general responsibilities of the position may include, but are not limited to: taking accurate meal orders from patients in a timely manner, providing exceptional customer service, completing administrative reports related to meal orders, assisting in preparation and assembly of patient meal trays, assisting in supervision of patient services staff and any other duties identified by the supervisor or manager. This position prefers prior Healthcare and/or previous customer service dispatching experience. The knowledge and the use of several Windows based computer programs, telephones, radios, paging systems and copy/fax machines to facilitate routine and emergency communication. Involved extensive telephone interaction with NEBH staff and visitors. Incumbent staff must be able to read, write, speak and understand English. Must possess the ability to work in a fast paced environment with demonstrated ability to prioritize multiple, competing tasks and demand along with ability to select priorities and organize the work to meet the demand. Strong positive customer service skills are essential. Timely and accurate typing skills are a must.

Requirements

Incumbent staff must be able to read, write, speak and understand English.
Must possess the ability to work in a fast paced environment with demonstrated ability to prioritize multiple, competing tasks and demand along with ability to select priorities and organize the work to meet the demand.
Strong positive customer service skills are essential.
Timely and accurate typing skills are a must.
High School Diploma Required

Nice To Haves

This position prefers prior Healthcare and/or previous customer service dispatching experience.
Serve Safe Certification Preferred

Responsibilities

Provides exceptional customer service to patients, families, visitors, and hospital staff.
Communicates any potential customer service issues with appropriate supervisor or manager
Completes required continuous improvement reports in a timely and satisfactory manner including assigned HACCP Records.
Leads and assists in food preparation and assembly of patient meal trays.
Works as part of a team to accomplish timely and courteous service.
Participates in all dietary in-service training, regular safety meetings, safety training and hazard assessments as required.
Provides or facilitates basic training and supervision to patient services staff.
Works comfortably with basic computer programs, including electronic room service programs. Can coordinate and implement a business continuity plan in the event of computer downtime. Deciphers information for data input into computer software applications.
Maintains and cleans work area throughout the day and at the end of each shift.
Strictly adheres to all HACCP and Safety policies and procedures including documentation of HACCP Logs.