Service Response Center Representative - Day & Evening Shift

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 Requests

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.

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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.

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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.

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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 Population: 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 coordinate 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 degree.

Working Conditions: Periods of high stress and fluctuating workloads may occur. General office environment. May be exposed to physical altercations and verbal abuse. May have periods of constant interruptions.

Physical Requirements

Physical Demands: Lifting/ Carrying (0-50 lbs.), Stoop, Kneel, Squat, Climbing, Balance, Bending

Work Position: Sitting, Walking, Standing

Additional Physical Requirements/ Hazards

Physical Requirements: Manual dexterity (eye/hand coordination), Perform shift work, Hear alarms/telephone/tape recorder, Reach above shoulder, Repetitive arm/hand movements, Finger Dexterity

Hazards: Depth perception

Mental/Sensory – Emotional
Mental/Sensory: Strong Recall, Reasoning, Problem Solving, Hearing, Speak Clearly, Write Legibly, Reading, Logical Thinking, Other

Emotional : Fast pace environment, Steady Pace, Able to Handle Multiple Priorities, Frequent and Intense Customer Interactions, Noisy Environment, Able to Adapt to Frequent Change

Compensation Range

$15.69 - $23.53

Actual salary offers will be based on several key factors to include relevant work experience, credentials, and qualifications.

EEO Employer/Disabled/Protected Veteran