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Hospital Call Center Representative

Employer
MedStar Southern Maryland Hospital Center
Location
Baltimore, MD
Closing date
Jan 27, 2022

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Industry
Other
Function
Customer Service
Hours
Full Time
Career Level
Experienced (Non-Manager)
Job Summary Serves customers by determining requirements, answering phone calls, resolving problems, fulfilling requests, maintaining database, assigning work orders and transports. Minimum Qualifications Education/Training High school graduation or equivalent Experience 1 year of customer service experience. Prior experience in a hospital or call center preferred. License/Certification/Registration No special certification, registration or licensure is required. Knowledge, Skills & Abilities Verbal and written communication. Windows-based computer skills; experience with Excel required.Demonstrated multi-tasking and organizational skills. Ability to prioritize service requests based on urgency. Primary Duties and Responsibilities Answers all incoming calls to the MSGH Service Response Center (Call Center) and assists callers accordingly. Accesses MSGH Service Response Center (Call Center) voicemail boxes throughout the shift to retrieve voicemails and follow up. Answers calls and retrieves meeting request incoming from the web from customers within/out the hospital regarding video conference requests in a timely manner. Creates, schedules, and helps assist with conflicts using the Microsoft Office Outlook software. Answers calls and retrieves work orders incoming from the web regarding service requests in a timely manner. Prioritizes calls, creates tickets using TMS Four Rivers software, Web TMA Facility Maintenance and Asset Management software, and routes to appropriate departments (Environmental Services, Linen, Facilities, and Clinical Engineering). Tracks progress of tickets and follows up to ensure ticket is completed and closed. Assigns pagers to Transporters daily, contacts Transporters for dispatch, enters transport requests, edits/cancels existing requests and updates bed board as needed. Uses the TeleTracking system to coordinate transports within the entire hospital. Contacts Ancillary and Nursing departments to coordinate transports and inform them of delays. Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards and safety standards. Complies with governmental and accreditation regulations. Coordinates transportation request for Security in regards to patients that need transportation services to destinations outside of the hospital. Orders supplies for the department. Participates in meetings and on committees. Performs other duties as assigned. Responsible for signing in/out conference room microphones, pointers, and cords to associates within the hospital. Ensures all pieces of equipment are accounted for. Help assist with issues using any of the equipment. Retrieves calls and meeting request via the web in regards to scheduling a conference room. Creates, schedules, and assists with conflicts using the EMS Professional software. Notifies Environmental Services of all meetings to ensure proper setups are handled. Responsible for posting meetings held at the hospital on the MSGH StarPort web page daily. About MedStar Health MedStar Health is dedicated to providing the highest quality care for people in Maryland and the Washington, DC, region, while advancing the practice of medicine through education, innovation and research. Our 30,000 associates and 5,400 affiliated physicians work in a variety of settings across our health system, including 10 hospitals and more than 300 community-based locations, the largest visiting nurse association in the region, and highly respected institutes dedicated to research and innovation. As the medical education and clinical partner of Georgetown University for more than 20 years, MedStar is dedicated not only to teaching the next generation of doctors, but also to the continuing education and professional development of our whole team. MedStar Health offers diverse opportunities for career advancement and personal fulfillment.

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