Service Response Center Specialist- Evenings- FT

GBMC HealthCare • Towson, MD

20h • Onsite

About The Position

Under direct supervision, processes phone requests for Food and Nutrition services, EVS cleaning requests and stocking Patient Transport requests, Maximo work requests, wound vac ordering and specialty bed orders, while handling patients, customers and nurses’ requests/ concerns with respect, empathy and prompt attention. Communicates concerns appropriately to Food and Nutrition Service, EVS, Patient Transport and Facility team members to insure prompt attention and patient visitation are carried out as appropriate. Communicates staffing needs to the appropriate team leader. The Service Response Center Specialist will work in the Service Response Center providing 24-hour coverage 7 days a week. The main function is to handle customer service interactions through either face-to-face, email or telephone communications. The Specialist will support 4 lines of businesses: Food and Nutrition, Transportation, Environmental Services and Facilities. The Specialist will be dispatching work request to Facility Team Members, assigning cleaning tasks to EVS team members and providing Transporters job task. The Service Response Center Specialist may also be required to record and document various client interactions for management follow-up. The general responsibilities of the position include those listed below, but GBMC may identify other responsibilities of the position. These responsibilities may differ among accounts, depending on business necessities and client requirements.

Requirements

• High School graduate or equivalent experience required.
• MS Suite of products (Knowledge)
• 0 to 2 years related experience.
• Presents self in a highly professional manner to others and understands that honesty and ethics are essential.
• Ability to maintain a positive attitude.
• Ability to communicate with co-workers and other departments with professionalism and respect.
• Must have intermediate phone and computer skills to include Microsoft Office Suite Applications 2007 and above. Excel proficiency is needed.
• Skilled in data analysis and interpretation.
• Skilled in oral and written communication.
• Ability to read and write at the 12th grade level, understand and follow written and verbal instructions, perform non-complex mathematical calculations.
• Ability to work well under time constraints and to work effectively as a team member.

Responsibilities

• Processes phone, dispatch and/or email request for Food and Nutrition, Transportation, Environmental Services and Specialty Equipment and Facilities. Handles patients and nurses’ requests/ concerns with respect, empathy and prompt attention. Communicates concerns appropriately to team members to insure prompt attention and patient visitation as needed.
• Enters patient menu selections, snacks and supplements into food ordering system Ensures patient food preference and allergies are entered into the system appropriately.
• Completes Food and Nutrition, EVS, Transports, Facilities audits as appropriate to ensure compliance to standards. Maintains call logs for missing meals, work orders, EVS calls, specialty beds, wound vacs and attendance.
• Complies with all GBMC, departmental, and regulatory agency policies, procedures and standards.
• Prints reports as needed to support Food and Nutrition, EVS, Facilities and Patient Transport.
• Processes calls received by patients, nursing, staff, family members and visitors in a timely manner and insures accuracy.
• Communicates staffing needs to the appropriate team leader.
• Maintains a professional relationship with all coworkers, vendor representatives, supervisors, managers, customers, and client representatives whether it’s in person or over the phone
• At times acts a backup or in support of the Supervisor to ensure productivity is being met. Asking pertinent questions to gain the optimum patient experience
• Attends training programs (classroom and virtual) as designated.
• Reports all accidents and injuries in a timely manner.
• Reviews statistics and trends with appropriate personnel.

Benefits

• Competitive salary and generous paid time off
• Free parking
• Monthly MTA bus pass subsidy-85% paid by GBMC "if applicable"
• Company subsidized onsite fitness and wellness center "if applicable"
• Pre-paid tuition to pursue professional development, additional certifications, and degree programs
• Comprehensive health, dental, and vision coverage
• 401 (a) and 403 (b) retirement savings plan

What This Job Offers

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