Communications Center Customer Service Rep

Status: Full-time, 40 hours per week

Schedule: Rotating day/evening/overnight shifts with every other weekend required

This Full-Time position will be represented by the Service Employees International Union (SEIU) Local 722.

General Summary of Position
Supports the hub of communication at MedStar Washington Hospital Center (MWHC). Provides the initial contact and impression for callers to the hospital and assists customers with incoming and outgoing services. Acts as the point of contact for the activation of in-house emergency response systems. Executes requests to page clinical and non-clinical associates. Answers questions relative to patient information in accordance with MWHC policy. Provide information in response to inquiries about products and services and to handle and resolve complaints.

Primary Duties and Responsibilities

• Responds to calls made to MWHC employing great customer service skills in order to provide a positive experience.
• Receives and processes service requests from patients guests physicians and MWHC associates. Responds to customer inquiries and concerns. Follows up with customers as appropriate to ensure customer satisfaction.
• Generates and dispatches service request work orders for completion by vendors.
• Assists patients by confirming appointment times through MedConnect.
• Receives and processes requests for emergency and non-emergency calls for patients physicians departments and services of MedStar Washington Hospital Center. Answers incoming MWHC calls and routes or assists callers in locating patients guests physicians or employees. Answers questions regarding patient information as appropriate.
• Activates and dispatches all stat calls pages and code teams in emergent situations including Code Blue Code Yellow Code Orange Code Pink Code Stork Code Heart Code One Code Rapid Response Code Critical Airway Code StarPort Code Red Code BERT Code Black Code Green Code Purple Code Gray Code Silver Code White Stat EKG and Anesthesia Stat.
• Monitors the emergency alarm system and maintains appropriate alarm log in the communications system data base.
• Maintains the Communication Center as a base station for emergency security fire and engineering calls. Monitors emergency alarm(s) on computer screen. Updates Computer Maintenance Management System (CMMS) customer service database and spreadsheets as needed with updated service information.
• Assists with the training of new hires and temporary employees on Computer Maintenance Management System (CMMS) customer service database email Live chat and Call Center procedures.
• Provides informal assistance such as technical guidance and/or training to co-workers.
• Provides Call Center services. Documents/relays messages received for clients per established procedures to include: Physicians house staff and other WHC personnel. Requests for engineering services and other appropriate MWHC departments.
• Completes data entry in multiple systems including: Intellides Everbridge Physician On-call schedule
• Tracks updates and edits changes to physician on-call schedule. Contacts physician and other providers using on-call schedules and paging or other text messaging systems.
• Acts as the point of contact for pager distribution.
• Makes public address announcements.
• Assists patients guests physicians and MWHC staff in placing external and long-distance calls.
• Conducts testing of overhead page system and code groups as necessary.
• Coordinates disaster communications during hospital disasters as appropriate.
• Participates in on-going education quality assurance tasks and other projects as assigned.

Minimal Qualifications
Education

• High School Diploma or GED required
• May require up to l year of technical or other specialized training.

Experience

• 6 to 12 months experience such as in a customer service environment (e.g.: telemarketing or telephone operator) where keyboarding is required

Knowledge Skills and Abilities

• Requires the ability to read and write; and knowledge of grammar and arithmetic including fractions and decimals.
• May require the use of standard office/medical equipment (i.e. typewriter personal computer data terminal on-line printer calculator telephone facsimile copier comparison or checking of reports records and related data. Job requires extensive keyboarding hand writing and use of telephone equipment.