Service Support Center Representative

Job Position

This position receives calls and assists customers with request for services. This job documents all incoming call request promptly, following all SRC policies and guidelines. This job coordinates and dispatches appropriate Plant Operations, Food & Nutrition, Transportation or other Support Services personnel as needed. This job also prioritizes the appropriate level of service to be consistent with the immediate need.

Licensure, Certification, or Registration Requirements for Hire: N/A

Licensure, Certification, or Registration Requirements for continued employment: N/A

Experience REQUIRED:

• Minimum of one (1) year of work experience in a healthcare setting
• Minimum of two (2) years experience using a personal computer and typing 45+ WPM (typing test may be required)
• Previous experience with a variety of software applications including word processing, spreadsheets, database, e-mail, etc.

Experience PREFERRED:

• Previous experience preferably in a very active Call Center environment
• Previous experience in call/radio dispatching
• Previous experience using medical terminology

Education/training REQUIRED:

• High school diploma or equivalent

Education/training PREFERRED:

• Completion of some college course work

Independent action(s) required:

• Answers incoming calls courtesy and respectfully, introducing self and welcome greeting.
• Updates and maintains information in departmental database.
• Handles and dispatches work orders within specified guidelines as outline by departmental policies and procedures.
• Uses independent judgment in responding to emergencies.

Supervisory responsibilities (if applicable): N/A

Additional position requirements:

• Incumbent must be flexible with work schedules according to department staffing of shift requirements and will be required to work some weekends and holidays as assigned.
• Must maintain a neat and tidy working environment and adheres to the dress code requirements in accordance with VCUHS and departmental policies and procedures.

Age Specific groups served: All

Physical Requirements (includes use of assistance devices as appropriate):

• Physical: Lifting less than 20 lbs.
• Activities: Prolonged sitting
• Mental/Sensory: Strong recall, Reasoning, Problem solving, Hearing, Speak clearly, Write legibly, Reading, Logical thinking
• Emotional: Fast pace environment, Able to handle multiple priorities, Able to adapt to frequent change, Noisy environment

This is for a 40 a week, every other weekend, and every other holiday position. The shift is 2:00 pm-10:30 pm