Service Response Center Representative - Day & Evening Shift

About the Role

To provide excellent customer service to all VCU Health customers, visitors, and team members. All calls will be customer-centered with a focus on patient, visitor, and team member safety.

Responsibilities

• Dispatch all VCU Health Plant Operations, EVS, Bio Medical Engineering, Pest Control, Elevator, and Code Cart replacement calls/tickets to the appropriate team member.
• Support Telepage in answering VCU Health general information calls regarding patients, team members, and services provided by VCU Health.
• Demonstrate compliance with all local, state, and federal laws and regulations, including The Joint Commission standards, HIPAA compliance, and VCU Health policies and procedures.
• Serve as dispatcher for work order requests, obtaining all necessary information as defined by department protocols, including contacting outside resources, on-call team members, and radioing Plant Operations team members.
• Perform duties with no more than one (1) error per quarter.
• Provide backup support for patient and general information calls.
• Display knowledge of VCU Health facilities, services, medical terminology, and informational resources.
• Communicate time-sensitive information (e.g., clinic closings, traffic disruptions, changes in service locations) to team members and leadership.
• Escalate all safety concerns immediately to department leadership.
• Work collaboratively to identify problem areas and provide solutions, particularly related to patient safety.
• Perform other duties as assigned, including mentoring and training new team members.
• Accept alternate assignments as required.

Requirements

• Minimum of two (2) years’ experience in customer service, including direct interaction with customers via telephone, email, or other communication devices.
• Minimum of two (2) years’ experience using a personal computer and typing 45+ words per minute.
• Experience with a variety of software applications, including word processing, spreadsheets, databases, and email.
• Ability to perform daily activities with minimal supervision and function in a self-directed manner.
• Answer incoming phone lines, route calls appropriately, and document information as required.
• Prioritize incoming emergency communications calls and dispatch emergency response teams appropriately.
• Communicate and coordinate via telephone, pager, and two-way radios with physicians and other VCU Health personnel.

Qualifications

• Required Education: High School Diploma or equivalent.
• Preferred Education: Completion of some college coursework, Epic or similar scheduling systems training, or experience with database software.
• Preferred Experience/Training: Training as an Emergency Medical Dispatcher (EMD), Emergency Medical Technician (EMT), or previous experience in a healthcare setting with knowledge of medical terminology.
• Other Knowledge, Skills, and Abilities:
  • Strong recall, reasoning, and problem-solving skills.
  • Ability to speak clearly, write legibly, and read effectively.
  • Logical thinking and ability to handle multiple priorities in a fast-paced, noisy environment.
  • Able to adapt to frequent change and steady pace.

Schedule

• Designated as essential staff; expected to rotate holidays and weekends.
• Required to report to work during inclement weather or disaster incidents.
• Flexible schedule to ensure continuity of staffing, including short- or long-term shift reassignment or overtime.
• Required to work every other weekend and scheduled holiday hours.
• Schedules may be adjusted as necessary to meet unit requirements or ensure patient safety.

Working Conditions

• General office environment with periods of high stress and fluctuating workloads.
• May be exposed to physical altercations, verbal abuse, and constant interruptions.
• Frequent and intense customer interactions in a noisy environment.

Physical Requirements

• Physical Demands: Lifting/carrying (0-50 lbs.), stooping, kneeling, squatting, climbing, balancing, bending, sitting, walking, standing.
• Additional Physical Requirements: Manual dexterity (eye/hand coordination), shift work, hearing alarms/telephone/tape recorder, reaching above shoulder, repetitive arm/hand movements, finger dexterity.
• Hazards: Depth perception.
• Mental/Sensory: Strong recall, reasoning, problem-solving, hearing, speaking clearly, writing legibly, reading, logical thinking.
• Emotional: Ability to handle a fast-paced environment, steady pace, multiple priorities, and frequent/intense customer interactions.

Pay

Compensation range: $15.69 - $23.53 per hour. Actual salary offers will be based on relevant work experience, credentials, and qualifications.