Service Response Center Representative - Day & Evening Shift

About this role

To provide excellent customer service to all VCU Health customers, visitors, and team members. All calls will be customer-centered with a focus on patient, visitor, and team member safety. Essential duties of the position include but are not limited to: dispatch of all VCU Health Plant Operations, EVS, Bio Medical Engineering, Pest Control, Elevator, Code Cart replacement calls/tickets and dispatch them to the appropriate team member, as well support Telepage in answering VCU Health general information calls regarding patients, team members and services provided by VCU Health. The call center representative demonstrates compliance with all local, state, and federal laws and regulations, including The Joint Commission standards, HIPAA compliance, and VCU Health policies and procedures.

Essential Job Statements  

Incoming Work Order   R equests    

Serves   as dispatcher for   all   VCU   Health Plant Operations, EVS, Bio Medical Engineering, Pest Control, Elevator, Code Cart replacement   while practicing safety first in all aspects of their duties.    

Team members will obtain all necessary information as defined by protocols for the specific   departments’ protocols.      

Additional   protocols for teams may include contacting outside resources   phone   calls to on - call   team members, radioing Plant Operations team members,   and any electronic documentation necessary for regulatory tracing.    

Team members will perform these duties with no more than one (1) error per quarter.   

Patient Information Back-Up :   

Provides   support   answering   Patient   and General   Information calls   to   VCU   Health.    ​

Knowledge of VCU Health   

Displays knowledge of VCU Health facilities, services provided, medical terminology and informational resources available to both team members and patients through the performance of job duties.    

Communicates time sensitive information (clinic closings, traffic disruptions, changes in service locations or contact information) to team members and department leadership to ensure all team members are   informed   and application data is updated.     

Escalates   all   safety concerns   immediately   to department leadership.   ​

Teamwork & Flex Hours   

As a critical service area supporting VCU Health and ensuring patient safety, team members are expected to work collaboratively to both   identify   problem areas and provide solutions, especially as they may relate to patient safety.    

All Communications Center team members are   designated   as essential staff by VCU Health policy.  As such, team members are expected to rotate holidays and weekends and to report to work, as scheduled, during inclement weather or disaster incidents.    

Team members are expected to be flexible with schedule to ensure continuity of staffing.  This may include short- or long-term shift reassignment or overtime to ensure minimum safe staffing needed to continue to provide services.     ​

Miscellaneous Responsibilities   

Performs other duties as assigned and/or   participates   in special projects to support the mission of VCU Health and the Communications Center.   

Assists   team members.    

Assists   in mentoring and training new team members.   

Accepts   alternate assignments, as   required , graciously.   

Patient Populatio n: N/A

Employment Qualifications   Required   Education:   High School Diploma or equivalent   

Preferred Education:  Completion of some college course work, Epic or similar scheduling systems training . Experience with database software . Experience with Epic or similar electronic medical record system. Training as an Emergency Medical Dispatcher (EMD) . Training as an Emergency Medical Technician (EMT)   

Licensing/ Certification

  Licensure/Certification Required:  N/A   

 Licensure/Certification   Preferred:  N/A     

Minimum Qualifications  

Years   and Type   of   Required   Experience: Minimum of two (2)   years’ experience   in customer service which may include direct interaction with customers in person or via telephone, email, text message, fax,   pager   and other communications   devices.     Minimum of two (2)   years’ experience   using a personal   computer and typing 45+ words per minute. Previous   experience with a variety of software applications including word processing, spreadsheets, database, e-mail, etc.   

Other Knowledge,   Skills   and Abilities Required: Ability to perform daily activities with minimal supervision. Function in a self-directed manner in the accomplishment of routine activities. Issues that involve violation of VCU Health policies and procedures, involve conflicts of a sensitive nature or that would be considered unusual in nature are to be brought to the attention of the   leadership   immediately.  Answer incoming phone lines, routes calls appropriately and documents information as required.  Prioritize incoming emergency communications calls and dispatch emergency response teams appropriately, to include required post call documentation.   

Communicate and coordinat e   via telephone and pager with physicians and other VCU Health personnel.   Other internal and external   communication   as   required , including the use of   two-way   radios.   Additional   position requirements:     Schedules, including requirements of shift rotations and hours of   work   may be adjusted as necessary to meet unit requirements and/or as needed to ensure patient safety.    Representatives   are required to   work every other weekend and   scheduled   holiday hours.  

Other Knowledge,   Skills   and Abilities   Preferred:  Previous   experience preferably in an active Call Center environment. Previous   work experience in a healthcare setting and knowledge of medical terminology . Previous   experience as an Emergency Medical Dispatcher/911 Dispatcher . Previous   experience as an Emergency Medical Technician.   Combination   of education   and experience in lieu of a deg

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