Service Support Center Representative

VCU Health•Richmond, VA

About The Position

The Service Response Center Representative receives calls and assists customers with request for services. The representative documents all incoming call requests promptly, following all Service Response Center (SRC) policies and guidelines. The Service Response Center Representative coordinates and dispatches appropriate Plant Operations, Patient Information calls or other Support Services personnel as needed. The representative also prioritizes the appropriate level of service to be consistent with the immediate need. Licensure, Certification, or Registration Requirements for Hire: N/A Licensure, Certification, or Registration Requirements for continued employment: N/A Who We Are Inventing better care, day by day by discovery Sound outrageous? It absolutely is. Sound impossible? That’s never stopped us before. Sound like hard work, intense research, collaboration with experts around the world, sheer brainpower meets unrelenting willpower? That’s. Exactly. Right. We’ll do whatever it takes to offer the best in care and empower the best in quality of life. And it’s an approach that works — whether it’s a patient who undergoes a new, life-saving procedure or a clinical researcher who finds promise in a new cancer treatment, exciting new medicine is happening at VCU Health. We have it all: • One college and four health sciences schools • An academic medical center • A Level I trauma center • One of only two NCI-designated cancer centers in Virginia • The region’s only full-service children’s hospital • More than 800 physicians in 200 specialties • With a community health center, dedicated research teams, facilities and valued partners in every field Our medical teams are top notch. And we’re not too shy to boast of internationally known physicians, some recognized as the best in the country, top-ranked local specialists and all-around all-stars at every level. From our very first years to our most recent advancements, we are driven to learn more, dig deeper, teach passionately and never rest in order to be a true leader in discovering what’s possible in health and recovery. We are a comprehensive system of care and a pioneer of health. Read VCU Health Year In Review for more about our accomplishments.

Requirements

Minimum of one (1) year of work experience in a healthcare setting.
Minimum of two (2) years of experience using a personal computer and typing 45+ WPM (typing test may be required).
Previous experience with a variety of software applications including word processing, spreadsheets, database, e-mail, etc.
High school diploma or equivalent
Must be flexible with work schedules according to department staffing of shift requirements and will be required to work some weekends and holidays as assigned.
Must maintain a neat and tidy working environment and adhere to the dress code requirements in accordance with VCUHS and departmental policies and procedures.
Must have good time management skills.
Physical: Lifting less than 20 lbs.
Activities: Prolonged sitting
Mental/Sensory: Strong recall, Reasoning, Problem solving, Hearing, Speak clearly, Write legibly, Reading, Logical thinking
Emotional: Fast pace environment, Able to handle multiple priorities, Able to adapt to frequent change, Noisy environment

Nice To Haves

Previous experience preferably in a very active Call Center environment
Previous experience in call/radio dispatching
Previous experience using medical terminology
Previous experience in one on one customer service
Completion of some college course work

Responsibilities

Answers incoming calls courteously and respectfully, introducing self and welcome greeting.
Updates and maintains information in departmental database.
Handles and dispatches work orders within specified guidelines as outlined by departmental policies and procedures.
Uses independent judgment in responding to emergencies.

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