Customer Service Representative - Support Services

By joining our team, youll be part of our life-changing Mission and Vision. Youll work in a truly inclusive environment where diversity and equity are championed through words and actions. Youll contribute to an innovative culture that is second to none, one that embraces curiosity, discovery, and compassion. Youll play a role in something thats never been done before as we integrate science and clinical care to help patients achieve better, faster outcomes - as we Advance Human Ability, together.

The Customer Service Representative - Support Services will serve as the first point of contact for patients, visitors, and employees who have support service needs (Housekeeping/Facilities/Bio-med). The Support Services Customer Service Representative will be responsible for dispatching and tracking all service needs, and providing follow-up to ensure the needs have been met. In addition, the Support Services Customer Service Representative will be responsible for the daily monitoring and dispatching of the Bed Control System. Serves as an office clerical role, maintaining documents and providing support to the Support Services leadership team.

The Customer Service Representative - Support Services will consistently demonstrate support of the Shirley Ryan AbilityLab statement of Vision, Mission and Core Values by striving for excellence, contributing to the team efforts and showing respect and compassion for patients and their families, fellow employees, and all others with whom there is contact at or in the interest of the institute. The Customer Service Representative - Support Services will demonstrate Shirley Ryan AbilityLab Core Attributes: Communication, Accountability, Flexibility/Adaptability, Judgment/Problem Solving, Customer Service and Core Values (Hope, Compassion, Discovery, Collaboration, & Commitment to Excellence) while fulfilling job duties.

The Customer Service Representative/Housekeeping - Support Services will:

• Answers phone calls and evaluates caller needs to determine which department to appropriately dispatch.
• Follows up to ensure all calls have been handled to the callers satisfaction before closing out the call ticket.
• Assists with issues regarding cleanliness, facilities and equipment
• Tracks patient discharges and notifies EVS discharge team when rooms are ready for cleaning, tracking time stamps to ensure performance metrics are met.
• Assists patients with all other requests and questions, and direct patient to appropriate site/staff when applicable.
• Performs basic, and moderately complex record keeping and file maintenance tasks such as gathering and sorting file materials and identification and preparation of new files
• Performs a wide variety of typing and word processing tasks of simple to moderately complex documents such as forms, letters, correspondence, memos, and lists.
• Perform all other duties that may be assigned in the best interest of the Shirley Ryan AbilityLab.

Reporting Relationships:

• Reports directly to the Director, Environment Services

Knowledge, Skills & Abilities Required:

• High School Diploma required. Experience in a health care field with a knowledge of health care systems preferred.
• Proficiency in Microsoft applications: intermediate level skills in the use of Outlook, Word, and Excel.
• Proficiency in keyboarding skills. Application of a variety of moderately complex PC software and office equipment (multi-line phone, metrics board, etc.)
• Strong understanding of data entry and the ability to integrate multiple applications of hospital information systems.
• Active listening and attention to detail.
• Ability to engender trust with both customers and team members.
• Strong organizational skills, including attention to detail and follow through.
• Demonstrated problem solving and decision-making skills.
• Ability to handle heavy call volume and stressful situations when quick action is required.
• Strong customer service skills and experience that work well with our Customer Service Standards.
• Effective verbal and writing communication skills.
• Capability to identify, trouble shoot and resolve escalated customer problems including follow through to ensure customer satisfaction.
• Ability to talk and type - Required
• Ability to work successfully in a fast-paced work environment - Required
• Bilingual - fluent in Spanish - A plus

Additional Responsibilities:

• Transition with first shift Customer Service Rep, Coordinator and Management team.
• Performs general housekeeping responsibilities such as moping, dusting, vacuuming, carpet shampooing and other related duties.
• Cleans and polishes sinks, tubs, mirrors, and similar equipment; replenishes supplies.