Service Response Center Rep

General Summary of Position

The Service Response team at MedStar Good Samaritan Hospital has a PRN opening for a Service Response Center Rep. This position requires day, evening and weekend shift coverage and the ideal candidate will have open availability to fill in as needed.

This position is PRN (as-needed). The number of hours worked each week will vary and PRN positions are generally not eligible for benefits.

Primary Duties and Responsibilities

• Answers all incoming calls to the MSGH Service Response Center (Call Center) and assists callers accordingly. Accesses MSGH Service Response Center (Call Center) voicemail boxes throughout the shift to retrieve voicemails and follow up.
• Answers calls and retrieves meeting request incoming from the web from customers within/out the hospital regarding video conference requests in a timely manner. Creates, schedules, and helps assist with conflicts using the Microsoft Office Outlook software.
• Answers calls and retrieves work orders incoming from the web regarding service requests in a timely manner. Prioritizes calls, creates tickets using TMS Four Rivers software, Web TMA Facility Maintenance and Asset Management software, and routes to appropriate departments (Environmental Services, Linen, Facilities, and Clinical Engineering). Tracks progress of tickets and follows up to ensure ticket is completed and closed.
• Assigns pagers to Transporters daily, contacts Transporters for dispatch, enters transport requests, edits/cancels existing requests and updates bed board as needed. Uses the TeleTracking system to coordinate transports within the entire hospital.
• Contacts Ancillary and Nursing departments to coordinate transports and inform them of delays.

Minimum Qualifications
Education

• High School Diploma or GED required.

Experience

• Customer service experience required.
• Prior experience in a hospital or call center.

Knowledge, Skills, and Abilities

• Verbal and written communication.
• Windows-based computer skills;
• Experience with Excel required.
• Demonstrated multi-tasking and organizational skills.
• Ability to prioritize service requests based on urgency.

Why MedStar Health?
At MedStar Health, we understand that our ability to treat others well begins with how we treat each other. We work hard to foster an inclusive and positive environment where our associates feel valued, connected, and empowered. We live up to this promise through:

• Strong emphasis on teamwork - our associates feel connected to each other and our mission as an organization. In return, our effective team environment generates positive patient outcomes and high associate satisfaction ratings that exceed the national benchmark.
• Strategic focus on equity, inclusion, & diversity - we are committed to equity for all people and communities. We continue to build a diverse and inclusive workplace where people feel a sense of belonging and the ability to contribute to equitable care delivery and improved community health outcomes at all levels of the organization.
• Comprehensive total rewards package - including competitive pay, generous paid time off, great health and wellness benefits, retirement savings, education assistance, and so much more.
• More career opportunities closer to home - as the largest healthcare provider in the Baltimore-Washington, D.C. region, there are countless opportunities to grow your career and fulfill your aspirations.

About MedStar Health
MedStar Health is dedicated to providing the highest quality care for people in Maryland and the Washington, D.C., region, while advancing the practice of medicine through education, innovation, and research. Our team of 32,000 includes physicians, nurses, residents, fellows, and many other clinical and non-clinical associates working in a variety of settings across our health system, including 10 hospitals and more than 300 community-based locations, the largest home health provider in the region, and highly respected institutes dedicated to research and innovation. As the medical education and clinical partner of Georgetown University for more than 20 years, MedStar Health is dedicated not only to teaching the next generation of doctors, but also to the continuing education, professional development, and personal fulfillment of our whole team. Together, we use the best of our minds and the best of our hearts to serve our patients, those who care for them, and our communities. It’s how we treat people.

MedStar Health is an Equal Opportunity (EO) Employer and assures equal opportunity for all applicants and employees. We hire people to work in different locations, and we comply with the federal, state and local laws governing each of those locations. MedStar Health makes all decisions regarding employment, including for example, hiring, transfer, promotion, compensation, benefit eligibility, discipline, and discharge without regard to any protected status, including race, color, creed, religion, national origin, citizenship status, sex, age, disability, veteran status, marital status, sexual orientation, gender identity or expression, political affiliations, or any other characteristic protected by federal, state or local EO laws. If you receive an offer of employment, it is MedStar Health's policy to hire its employees on an at-will basis, which means you or MedStar Health may terminate this relationship at any time, for any reason.