Service Representative I

Yale New Haven Health; New Haven (CT); On-site; USD 46,838 - 63,369; Full time

Job summary

Yale New Haven Health is seeking a detail-oriented Customer Service Representative for the Service Response Center in New Haven. You will document, communicate, and dispatch a wide variety of service requests to Support Services staff, aiming to provide the best possible customer contact for callers.

Ideal candidates have healthcare or dispatching experience, strong data entry, and excellent English-speaking communication.

Qualifications

• Healthcare and/or customer service dispatching experience desired.
• Strong data entry skills; proficient with Windows 7, MS Word, Excel, PowerPoint.
• Excellent customer service, listening and telephone skills; fluent English.
• Spanish language skills a plus but not required.

Responsibilities

• Answers telephones within three rings using designated script.
• Dispatches service requests to staff in Support Services with clear communication.
• Maintains and uses multiple systems (KCI, Allscripts, Lawson, VeraSmart, Service Tracking, Transport Tracking, Sentact, Amcom, Medimizer).
• Runs and collates reports from SRC programs and distributes to supervisor.
• Adheres to safety procedures and maintains department files.

Job description

Overview

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

Reporting to the Service Response Center Manager, this position is responsible for the documentation, communication, and dispatching of a wide variety of service requests from the customers of the Service Response Center to the staff of the Support Services departments that the SRC serves. The Customer Service Representative's goal is to provide the best possible customer contact for those calling for services.

EEO/AA/Disability/Veteran

Responsibilities

• 1. Adheres to the general hospital standards to promote a cooperative work environment by utilizing communication skills, interpersonal relationships and team building:
  • 1.1 Following hospital policies and procedures
• 2. Performs Customer Service Duties:
  • 2.1 Answers telephones within three rings using designated script.
• 3. Manages Office Operations by:
  • 3.1 Utilizes a wide variety of systems to ensure operational effectiveness that include (but not limited to) KCI?, Allscripts', Lawson?, VeraSmart?, Service Tracking?, Transport Tracking?, Sentact? Amcom? and Medimizer?.
• 4. Provides administrative clerical support.
  • 4.1 Runs and collates various reports and other documents from the Service Response Center computer programs and assembles them for distribution to appropriate supervisor.
• 5. Adheres to safety and emergency procedures:
  • 5.1 Reports observed hazards to the appropriate personnel
• 6. Maintains Department Files by:
  • 6.1 Developing Departmental Procedures for filing system
• 7. Demonstrates self-management and cooperation:
  • 7.1 Able to work in a fast paced environment with demonstrated ability to prioritize multiple, competing tasks and demands. Selects priorities and organizes work to meet them.
• 8. Maintains Quality Service by:
  • 8.1 Enforcing quality and customer service standards
• 9. Maintains Professional and Technical Knowledge by:
  • 9.1 Attending educational workshops
• 10. Prevents the Spread of Bloodborne and Airborne Diseases by:
  • 10.1 Using work practice controls, engineering controls & personal protective equipment.
• 11. Additional Tasks
  • 11.1 Performs any additional assignments as required by the manager/supervisor.

Qualifications

EDUCATION

High School graduate or G.E.D, AAS Degree in Secretarial Science or Administrative Office Technology.- Preferred or equivalent experience.

Experience

Healthcare and/or previous Customer Service dispatching experience desired, 2 years in a medical setting; previous hospital experience preferred, proficient knowledge of various software programs.

Special Skills

Healthcare and previous Customer Service dispatching experience desired., Strong data entry skills required. Computer experience utilizing with Windows 7, Microsoft Word, Excel, Power Point. Excellent customer service skills, listening and telephone skills. Ability to read, write, speak and understand English fluently. Requires working knowledge of learned routines, procedures and practices. Duties and activities covered by specific instructions and established work practices that may require some interpretation. Able to multitask and prioritize workload. Collaborates with team in performing own duties and those of others in the team. Supports an environment of idea sharing and comments. Position requires internal contacts within the division and outside the division to exchange work related information. Has significant accountability for ensuring internal customer satisfaction. Requires contact with external customers/contacts to furnish or obtain information and serve as a customer resource/point of contact. Manages several tasks simultaneously. Excellent Hearing. Ability to accurately and quickly operate a computer keyboard, mouse and telephone simultaneously. Ability to talk clearly, distinctly and be understood on a telephone in English. Ability to speak Spanish is a plus but not required.

PHYSICAL DEMAND

Subject to high stress situations, moderate noise environment, works with computer terminal, and prolonged sitting.

YNHHS Requisition ID 188435