Customer Service Representative

About Us Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well. Our Core Values are: We serve faithfully by doing what's right with a joyful heart. We never settle by constantly striving for better. We are in it together by supporting one another and those we serve. We make an impact by taking initiative and delivering exceptional experience. Benefits Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include: Immediate eligibility for health and welfare benefits 401(k) savings plan with dollar-for-dollar match up to 5% Tuition Reimbursement PTO accrual beginning Day 1 Note: Benefits may vary based upon position type and/or level. Job Summary Serves as the critical point of contact for public and internal customers. Properly greets and records requests. Acts as the link between customers and hospital departments for problem resolution. Efficiently performs duties related to directory assistance, documentation, and dispatch of work requests using hospital-designated software. Essential Functions of the Role Utilizes telephony and software systems to identify and greet callers. Records requests and assigns work requests for all services helped by the CSC. Effectively handles and resolves challenging customer situations through appropriate communication methods. Promptly identifies and escalates challenging situations to appropriate leadership. Responds calmly and performs effectively during emergent and/or stressful situations. Monitors and responds to web and email requests in an efficient manner. Ability to evaluate and prioritize emergency calls. Successfully passes proficiency checklists for dispatch of all urgent requests. Performs all position-appropriate duties in a competent, professional, and courteous manner. Demonstrating commitment to customer service and working well in a team are basic requirements. Expectations describe "essential" functions only. Management can reassign duties and responsibilities to this position at any time. Key Success Factors Excellent phone and customer service skills. Ability to read and write in the English language. Proficiency with the Microsoft Office Suite of software. Ability to comprehend instructions, correspondence, memos and other forms of verbal and written communications. Ability to be successful in a stressful, fast-paced environment, handling difficult situations and conflict resolution when necessary. Provide exceptional customer service and compassionate support to patients, visitors, staff, and community members across Baylor Scott & White hospitals. The ability to convey empathy, professionalism, and confidence through voice-only interactions is critical to success. Serve as a central communication hub for multiple hospitals, handling a wide variety of inquiries including patient information requests, hospital directions, physician lookups, internal work orders, patient transport coordination, and emergency notifications. Coordinate and dispatch work orders for Facilities, BioMed, and Environmental Services teams, including radio communication with field personnel. Must be comfortable working a Thursday-Monday schedule (11:00 AM-7:30 PM), including weekends, with flexibility for future business needs. Weekend and shift differentials may apply Belonging Statement We believe that all people should feel welcomed, valued and supported. QUALIFICATIONS EDUCATION - H.S. Diploma/GED Equivalent EXPERIENCE - Less than 1 Year of Experience #J-18808-Ljbffr