Service Representative I

Yale NewHaven Health; New Haven (CT); On-site; USD 40,000 - 52,000; Full time

Job summary

Yale New Haven Health seeks a dedicated Customer Service Representative for the Service Response Center to manage calls, dispatch requests, and coordinate with several hospital departments. You will support daily operations, track requests, and help ensure timely, accurate responses to patient and staff inquiries.

The role emphasizes strong communication, data entry accuracy, and proficient use of healthcare software systems in a fast-paced clinical setting.

Qualifications

• High School graduation or GED; AAS in Secretarial/Administrative Office Technology preferred or equivalent experience.

Responsibilities

• Adheres to hospital standards to promote a cooperative work environment.
• Answers telephones within three rings using designated script.
• Uses multiple systems to support SRC operations (KCI, Allscripts, Lawson, VeraSmart, Service Tracking, Transport Tracking, Sentact, Amcom, Medimizer).
• Performs administrative clerical duties and assembles reports for supervisors.
• Follows safety and emergency procedures and reports hazards.
• Maintains departmental files and develops filing procedures.
• Prioritizes multiple tasks in a fast-paced environment.
• Ensures quality service and adheres to customer service standards.
• Maintains professional knowledge through educational workshops.
• Supports infection control and safe work practices.
• Performs additional tasks as required by management.

Skills

Data entry

Customer service

Telephone skills

English fluency

Multitasking

Team collaboration

Attention to detail

Spanish helpful

Education

High School diploma or GED

AAS in Secretarial Science/Administrative Office Technology

Tools

KCI

Allscripts

Lawson

VeraSmart

Service Tracking

Transport Tracking

Sentact

Amcom

Medimizer

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:
  • 1.1Following hospital policies and procedures
• 2.Performs Customer Service Duties:
  • 2.1Answers telephones within three rings using designated script.
• 3.Manages Office Operations by:
  • 3.1Utilizes 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.
  • 4.1Runs 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:
  • 5.1Reports observed hazards to the appropriate personnel
• 6.Maintains Department Files by:
  • 6.1Developing Departmental Procedures for filing system
• 7.Demonstrates self-management and cooperation:
  • 7.1Able 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:
  • 8.1Enforcing quality and customer service standards
• 9.Maintains Professional and Technical Knowledge by:
  • 9.1Attending educational workshops
• 10.Prevents the Spread of Bloodborne and Airborne Diseases by:
  • 10.1Using work practice controls, engineering controls & personal protective equipment.
• 11.Additional Tasks
  • 11.1Performs 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

196421