Service Response Center Switchboard Operator

Atrium Health; Winston-Salem (NC); On-site; USD 17,000 - 26,000; Part time

Benefits offered by this job

Paid Time Off

Health benefits

Flexible Spending Accounts

Adoption assistance

Retirement plans with employer match

Educational Assistance Program

Job summary

Atrium Health is seeking a part-time Switchboard/Patient Services agent to handle inpatients meal orders and related service requests. You will assist patients with dietary options, verify medications and allergies, and coordinate with nursing and service departments.

Role requires a calm phone presence, strong communication, and ability to work across multiple software systems in a hospital environment. Weekend and shift flexibility may be necessary.

Qualifications

• High school diploma or GED with two years' experience in a direct consumer services role with demonstrated ability to resolve problems under stressful conditions.
• Experience handling multiple calls in a stressful call center environment preferred.
• Previous experience working in a medical environment preferred.
• Valid applicable state driver's license.

Responsibilities

• Receives calls from inpatients related to meal orders and guides callers through options meeting diet requirements.
• Reviews reports on patients' medications and allergies and updates documentation in software to ensure safety of meal requests.
• Identifies patients who missed a meal and places outbound calls to ensure patients are fed; communicates with nursing staff.
• Receives and dispatches service requests related to Patient Transportation, Linen, Housekeeping, Engineering, and Clinical Equipment; documents in software.
• Contacts service department management to extend unanswered requests and documents customer satisfaction.
• Performs other related duties as assigned.

Skills

Clear calm voice

Interpersonal skills

Basic computer skills

Typing 45 wpm

Multitask across systems

Positive attitude

Self motivated

Education

High school diploma or GED

Tools

Documentation software

CRM / call center software

Job description

Department
11597 Non Enterprise Corporate - Switchboard

Department
11597 Non Enterprise Corporate - Switchboard
Status
Part time
Benefits Eligible
No
Hours Per Week
16
Schedule Details/Additional Information
Monday -Friday 06:30-09:30 and every other weekend 06:30-10:30 for a total of 16 hours per week.
Pay Range
$20.80 - $31.20
EDUCATION/EXPERIENCE: High school diploma or GED equivalent with two years' experience in a direct consumer services role with demonstrated ability to resolve problems under stressful conditions. Experience handling multiple calls in a stressful call center environment preferred. Previous experience working in a medical environment preferred. LICENSURE, CERTIFICATION, and/or REGISTRATION: Valid applicable state driver's license. ESSENTIAL FUNCTIONS: 1. Receives calls from inpatients related to their meal orders. Guides callers through the process, discussing with caller when necessary their options for food items that meet their diet requirements. Suggests optional food items as necessary to meet dietary requirements and limitations. 2. Reviews reports related to patients' medication and allergies and updates documentation in software to ensure that meal requests are safe for patients and within dietary guidelines. 3. Identifies patients who have missed a meal. Places outbound calls to these patients to ensure that patients are fed. Communicates with the nursing staff related to patients who have missed meals. Documents interactions carefully. 4. Receives and dispatches a variety of service requests related to Patient Transportation, Linen, Housekeeping, Engineering, and Clinical Equipment. Stays abreast of process and personnel changes in these departments to ensure accurate handling of calls. Documents thoroughly in appropriate software systems. 5. Contacts service department's management personnel as needed to extend unanswered service requests following SRC's approved guidelines. Places outbound calls for service request follow‑up and documentation of customer satisfaction. 6. Performs other position related duties as assigned. SKILLS/QUALIFICATIONS: Clear and calm telephone‑speaking voice Excellent interpersonal skills Basic computer skills Ability to maneuver several computer software systems simultaneously to access data and to document data related to interactions Typing minimum of 45 words per minute Self motivated with ability to work without direct supervision Ability to maintain a positive attitude in the workplace is absolutely necessary WORK ENVIRONMENT: Clean, well lit comfortable climate Subject to interruptions Subject to stressful situations Moderate noise environment PHYSICAL REQUIREMENTS: 0% 35% 65% to to to 35% 65% 100% N/A Activity X Standing X Walking X Sitting X Bending X Reaching with arms X Finger and hand dexterity X Talking X Hearing X Seeing Lifting, carrying, pushing and or pulling: X 20 lbs. maximum X 50 lbs. maximum X 100 lbs. maximum
Our Commitment To You
Advocate Health offers a comprehensive suite of Total Rewards: benefits and well‑being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:
Compensation

• Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
• Premium pay such as shift, on call, and more based on a teammate's job
• Incentive pay for select positions
• Opportunity for annual increases based on performance
  

Benefits And More

• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program
  

Note: Eligibility for programs listed above may depend on your FTE or status (e.g., full-time, part-time, per diem, temporary, etc.); please ask a Recruiter for more information during an interview.About Advocate Health
Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.
Receives and processes a variety of requests from patients, visitors and hospital employees related to inpatient and outpatient meal requests, Patient Transport, Linen Services, Environmental Services, Engineering, Clinical Equipment and switchboard calls. This position is severe weather critical. Since the department is open 24 hours per day, 365 days per year, this position may be required to work a flexible schedule including days, evenings, nights, weekends, and holidays, as well as during inclement weather. The Service Response Center is a customer service department and is committed to providing excellent customer service to all of our customers.