Call Center Coordinators

Work Schedule: 11pm-7:30am with rotating weekends

General Summary of Position
The Call Center Coordinator collaborates with the departmental leadership of Support Services and oversees all hospital services requests bed movement and placement of patients and helps to monitor efficient transfers and discharges for enhanced throughput. Serves as the coordinator for the base station for the Environmental Services Linen Distribution Central Patient Transport Supply Chain Food Services Biomed Clinical Equipment Support Facilities as well as a liaison for Information Technology requests. Receives incoming telephone calls and dispatches to Support Services departments accordingly. Facilitates and prioritizes job requests based on patient care needs. Utilizes software program to enter and monitor bed tracking activity and intercept work tickets from the Call Center and dispatch appropriately. Monitors staff conducting discharges transfers equipment/supply/item movement and high-profile cleaning to ensure consistency and compliance through direct observations. Interdepartmental communications to include the ability to recognize and appropriately respond to situations and issues that require communication or interaction with other departments. Provides training to staff and other bed management staff on bed control responsibilities. Works closely with Bed Management Emergency Room Nursing Case Management and Support Services Staffing Office and Operations division leadership. Performs a variety of administrative duties such as typing filing recording etc.

Primary Duties and Responsibilities

• Supervises the daily operations of services requests for the support services and operations division.
• Oversees performance and job functions of associates performing service requests including supplemental PRN staff.
• Oversees and maintains the information within bed tracking and work order system is accurate and makes edits as necessary.
• Responsible for new and ongoing training of associates.
• Dispatches and trains personnel to handle assignments monitors the status and verifies completion of the task.
• Receives incoming telephone calls for Support Services departments to include but not limited to Environmental Services Biomed Supply Chain Clinical Equipment Support Facilities Food Services Central Patient Transport Medical Materials and Linen Distribution as well as the Information Technology department. Records request information utilizing the computer system prioritizes and processes service requests according to departmental procedures.
• Interacts with hospital personnel involved in or affecting departmental operations and the delivery of services to customers. Maintains communication with management as necessary to assure quality and continuity of services according to all applicable standards. Responds to inquiries and concerns of the staff and customers departments initiating prompt follow-up documentation and notification of others as necessary.
• Tracks and dispatches service tickets to department managers and staff from the Call Center determine and schedule service requests according to urgency and close out ticket upon completion.
• Generates reports from the software program as requested to track service request issues and responses.
• Contributes to the achievement of established department goals and objectives and adheres to department policies procedures quality standards and safety standards.
• Performs other duties as assigned including the duties of Support Services supervisors when required to meet operational needs.

Minimal Qualifications
Education

• High School Diploma or GED required

Experience

• Less than 1 year such as an operator/receptionist or in a customer service environment (e.g.: telemarketing or telephone operator) or general office environment required

Knowledge Skills and Abilities

• Strong verbal and written communication skills
• Good technical/mechanical aptitude
• Excellent organizational skills
• Highly motivated individual with minimum typing speed 45+wpm with minimal errors.
• Excellent customer service skills
• Ability to work independently and as a team member in a very demanding fast-paced environment with courtesy and respect for our customer
• Ability to multi-task and prioritize.