Customer Service Rep SRC

Yale New Haven Health - New Haven, CT4.1

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.

1. Adheres to the general hospital standards to promote a cooperative work environment by utilizing communication skills, interpersonal relationships and team building:
1.1. Following hospital policies and procedures
1.2. Following departmental policies and procedures
1.3. Contributing to the overall quality of services
1.4. Responsible for keeping informed about changes in policies and procedures, includes reading of email communications at the start of each shift.

2. Performs Customer Service Duties:
2.1. Answers telephones within three rings using designated script.
2.2. Deciphers information for data entry utilizing various SRC computer systems.
2.3. Radios and/or pages appropriate individuals as necessary and relays pertinent information and/or instructions; communicates clearly
2.4. Faxes forms or other information to requestors.
2.5. Demonstrates ability to respond appropriately (calmly and efficiently) to internal and external disaster drills.
2.6. Prioritizes calls and maximizes utilization of available personnel according to urgency of work requested.
2.7. Assist all customers regardless of whether requested service is the direct responsibility of the Support Services dispatched by the SRC.
2.8. Gathers and redirect pertinent information to the appropriate department.
2.9. Provides customer with status of work requests as appropriate.
2.10. Monitors & responds to calls within departmental guidelines. Informs management when volumes are high and additional assistance is needed.

3. Manages Office Operations by:
3.1. Utilizes 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?.
3.2. Responding to routine inquiries. Emergency escalation when appropriate.
3.3. Ensuring that all reports and other documents from the Service Response Center computer programs are prepared and distributed
3.4. Duplicating and distributing documents
3.5. Running errands
3.6. Prioritizing to enable work to be completed on time
3.7. Maintaining office supply inventories
4. Provides administrative clerical support.
4.1. Runs and collates various reports and other documents from the Service Response Center computer programs and assembles them for distribution to appropriate supervisor.
4.2. Organizes and implements projects that involve duplicating, collating, distributing and/or mailing.
4.3. Maintains records and files in a timely and organized fashion.
4.4. Types finished formatted copies from rough drafts, proofreading for correction of spelling, punctuation and compositional errors using word processing computer programs or spreadsheet computer programs as requested by supervisor/manager.
4.5. May assist in the maintaining of vacation schedules, training records and other support functions for support service departments.
4.6. Prepares and distributes reports and other documents from the Service Response Center computer programs
4.7. Maintains accurate records and files (including but not limited to SmartWeb).
4.8. Composes letters, memos and spreadsheet as required

5. Adheres to safety and emergency procedures:
5.1. Reports observed hazards to the appropriate personnel
5.2. Adhere to infections control, safety, and departmental policies and procedures
5.3. Participates in departmental training activities and meetings

6. Maintains Department Files by:
6.1. Developing Departmental Procedures for filing system
6.2. Creating and organizing files according to Department Procedures
6.3. Updating and purging files as needed to maintain current records in accordance with Yale-New Haven Hospital Information Technology Security Policy
6.4. Filing and retrieving files in a timely fashion

7. Demonstrates self-management and cooperation:
7.1. Able 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.
7.2. Participates in problem solving.
7.3. Provides information accurately and completely.
7.4. Conducts oneself in a professional manner with strong customer service skills (greeting, smile, handshake, eye contact, voice, posture, grammar, grooming and dress).
7.5. Follows departmental and support service customers' policies and directives.
7.6. Discusses concerns and/or tasks with supervisor and/or team leader.
7.7. Seeks out self-improvement.
7.8. Maintains patient and employee (staff) confidentiality.
7.9. Complies with hospital and departmental attendance policy.
7.10. Notifies supervisor of unplanned absences in a timely manner (to permit adequate coverage of the open shift).
7.11. Returns from breaks and lunch on time.

8. Maintains Quality Service by:
8.1. Enforcing quality and customer service standards
8.2. Creating and supporting customer focused behavior
8.3. Analyzing and resolving quality and customer service problems
8.4. Identifying trends
8.5. Recommending systems improvements

9. Maintains Professional and Technical Knowledge by:
9.1. Attending educational workshops
9.2. Reviewing professional publications
9.3. Obtaining education in the area of process improvement and reengineering initiatives
9.4. Establishing personal networks
10. Prevents the Spread of Bloodborne and Airborne Diseases by:
10.1. Using work practice controls, engineering controls & personal protective equipment.
10.2. Following approved policies and procedures
11. Additional Tasks
11.1. Performs any additional assignments as required by the manager/supervisor.
11.2. Attends all scheduled meetings and in services as directed by the manager/supervisor.

Other information:
High School graduate or G.E.D, AAS Degree in Secretarial Science or Administrative Office Technology.- Preferred or equivalent 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.

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.

ACD system and department metrics and response and completion time when assigned a task.

Subject to high stress situations, moderate noise environment, works with computer terminal, and prolonged sitting.