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Form of workJOB SUMMARY: Handles various requests related to patient meals, transportation, linen services, housekeeping, engineering, clinical equipment, and switchboard calls. This position requires flexibility in working hours, including days, evenings, nights, weekends, and holidays, as well as during inclement weather. The Service Response Center prioritizes excellent customer service.
EDUCATION/EXPERIENCE: High school diploma or GED equivalent with two years of experience in direct consumer services. Experience in a stressful call center environment preferred. Previous medical environment experience is a plus.
LICENSURE, CERTIFICATION, and/or REGISTRATION: Valid North Carolina driver's license.
ESSENTIAL FUNCTIONS:
- Receives and processes inpatient meal orders, guiding callers through the process and suggesting suitable food items based on dietary requirements.
- Reviews reports on patients' medication and allergies, updating documentation to ensure safe and dietary-compliant meal requests.
- Identifies patients who have missed meals, placing outbound calls to ensure patients are fed and communicating with nursing staff. Documents interactions carefully.
- Handles service requests related to Patient Transportation, Linen, Housekeeping, Engineering, and Clinical Equipment. Stays informed about department changes for accurate call handling.
- Contacts service department management for escalated service requests following guidelines. Conducts outbound calls for service request follow-up and documents customer satisfaction.
- Performs other duties as assigned.
SKILLS/QUALIFICATIONS:
- Clear and calm telephone-speaking voice.
- Excellent interpersonal skills.
- Basic computer skills.
- Ability to navigate multiple software systems simultaneously for data access and documentation.
- Typing speed of at least 45 words per minute.
- Self-motivated with the ability to work without direct supervision.
- Maintains a positive attitude in the workplace.
WORK ENVIRONMENT: Clean, well-lit, comfortable climate. Subject to interruptions and occasional stressful situations. Moderate noise environment.
PHYSICAL REQUIREMENTS:
- Standing: 0-35%
- Walking: 0-35%
- Sitting: 65-100%
- Bending, Reaching with arms: N/A
- Finger and hand dexterity: 65-100%
- Talking, Hearing, Seeing: 65-100%
- Lifting, carrying, pushing, and/or pulling: Up to 20 lbs. maximum, 50 lbs. maximum, 100 lbs. maximum.
Atrium Health Wake Forest Baptist is a pre-eminent academic health system based in Winston-Salem, North Carolina. Atrium Health Wake Forest Baptist is part of Advocate Health, which is headquartered in Charlotte, North Carolina, and is the fifth-largest nonprofit health system in the United States, created from the combination of Atrium Health and Advocate Aurora Health. Atrium Health Wake Forest Baptist's two main components are an integrated clinical system - anchored by Atrium Health Wake Forest Baptist Medical Center, an 885-bed tertiary-care hospital in Winston-Salem - that includes Brenner Children's Hospital, five community hospitals, more than 300 primary and specialty care locations and more than 2,700 physicians; and Wake Forest School of Medicine, the academic core of Atrium Health Enterprise and a recognized leader in experiential medical education and groundbreaking research that includes Wake Forest Innovations, a commercialization enterprise focused on advancing health care through new medical technologies and biomedical discovery.
Wake Forest Baptist Health, Wake Forest University School of Medicine and Atrium Health have joined forces in a strategic combination that will enhance care, transform medical education and create economic opportunity for countless lives in North Carolina and beyond. As a part of that combination, the two health systems will be integrating technology and platforms, including our career sites.
This means that although you are applying on the Wake Forest Baptist Health Career Site, you receive communications from the Atrium Health Recruitment Team. Please know that this is an expected process, and thanks in advance for your flexibility.
