Service Response Center Switchboard Operator

Hugh Chatham Health; Winston-Salem (NC); On-site; USD 29,000 - 43,000; Part time

Job summary

Advocate Health in North Carolina is seeking a part-time call center associate to support inpatient meal orders and related services.

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 per hour. Education/Experience: High school diploma or GED with two years' experience in direct consumer services; healthcare setting preferred.

Qualifications

• High school diploma or GED with two years' experience in a direct consumer services role.
• Experience handling multiple calls in a stressful call center environment preferred.
• Previous experience working in a medical environment preferred.

Responsibilities

• Receives calls from inpatients related to their meal orders and guides callers through options meeting dietary requirements.
• Reviews medication and allergy reports and updates software to ensure meal requests are safe and within guidelines.
• Identifies patients who missed a meal and places outbound calls to ensure patients are fed; coordinates with nursing staff.
• Receives and dispatches service requests related to Patient Transportation, Linen, Housekeeping, Engineering, and Clinical Equipment; documents interactions.
• Elevates unresolved service requests to management per guidelines; documents customer satisfaction.
• Performs other position related duties as assigned.

Skills

Clear telephone voice

Interpersonal skills

Basic computer skills

Multisystem navigation

Typing 45 WPM

Self-motivation

Positive attitude

Education

High school diploma or GED

Job description

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 elevate 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.