Service Response Center Rep,Switchboard Services

JOB SUMMARY: Receives and processes a variety of requests from patients, visitors and hospital employees related to inpatient and outpatient meal requests, Patient Transport, Linen Services, Environmental Services, Engineering, Clinical Equipment and switchboard calls. This position is severe weather critical. Since the department is open 24 hours per day, 365 days per year, this position may be required to work a flexible schedule including days, evenings, nights, weekends, and holidays, as well as during inclement weather. The Service Response Center is a customer service department and is committed to providing excellent customer service to all of our customers. 

EDUCATION/EXPERIENCE: 

• High school diploma or GED equivalent with two years' experience in a direct consumer services role with demonstrated ability to resolve problems under stressful conditions. 
• Experience handling multiple calls in a stressful call center environment preferred. Previous experience working in a medical environment preferred. 

LICENSURE, CERTIFICATION, and/or REGISTRATION: Valid North Carolina driver's license. 

ESSENTIAL FUNCTIONS: 

1. Receives calls from inpatients related to their meal orders. Guides callers through the process, discussing with caller when necessary their options for food items that meet their diet requirements. Suggests optional food items as necessary to meet dietary requirements and limitations. 
2. Reviews reports related to patients' medication and allergies and updates documentation in software to ensure that meal requests are safe for patients and within dietary guidelines. 
3. Identifies patients who have missed a meal. Places outbound calls to these patients to ensure that patients are fed. Communicates with the nursing staff related to patients who have missed meals. Documents interactions carefully. 
4. Receives and dispatches a variety of service requests related to Patient Transportation, Linen, Housekeeping, Engineering, and Clinical Equipment. Stays abreast of process and personnel changes in these departments to ensure accurate handling of calls. Documents thoroughly in appropriate software systems. 
5. Contacts service department's management personnel as needed to escalate unanswered service requests following SRC's approved guidelines. Places outbound calls for service request follow-up and documentation of customer satisfaction. 
6. Performs other position related duties as assigned. 

SKILLS/QUALIFICATIONS: 

• Clear and calm telephone-speaking voice 
• Excellent interpersonal skills 
• Basic computer skills 
• Ability to maneuver several computer software systems simultaneously to access data and to document data related to interactions 
• Typing minimum of 45 words per minute
• Self-motivated with ability to work without direct supervision 
• Ability to maintain a positive attitude in the workplace is absolutely necessary

WORK ENVIRONMENT:
Clean, well lit comfortable climate Subject to interruptions Subject to stressful situations Moderate noise environment. maximum

Atrium Health Wake Forest Baptist is a pre-eminent academic health system based in Winston-Salem, North Carolina. Atrium Health Wake Forest Baptist is part of Advocate Health, which is headquartered in Charlotte, North Carolina, and is the fifth-largest nonprofit health system in the United States, created from the combination of Atrium Health and Advocate Aurora Health. Atrium Health Wake Forest Baptist’s two main components are an integrated clinical system – anchored by Atrium Health Wake Forest Baptist Medical Center, an 885-bed tertiary-care hospital in Winston-Salem – that includes Brenner Children’s Hospital, five community hospitals, more than 300 primary and specialty care locations and more than 2,700 physicians; and Wake Forest School of Medicine, the academic core of Atrium Health Enterprise and a recognized leader in experiential medical education and groundbreaking research that includes Wake Forest Innovations, a commercialization enterprise focused on advancing health care through new medical technologies and biomedical discovery.

Wake Forest Baptist Health, Wake Forest University School of Medicine and Atrium Health have joined forces in a strategic combination that will enhance care, transform medical education and create economic opportunity for countless lives in North Carolina and beyond. As a part of that combination, the two health systems will be integrating technology and platforms, including our career sites.

This means that although you are applying on the Wake Forest Baptist Health Career Site, you receive communications from the Atrium Health Recruitment Team. Please know that this is an expected process, and thanks in advance for your flexibility.