Service Response Center Representative

The Service Response Center Representative I serves as the primary point of contact for internal and external customers by managing incoming calls, service requests, and communications in support of hospital operations. This position is responsible for answering calls from both internal and external customers, including overflow and after-hours calls from TGMG, Specialty clinics, Kennedy Emergency room, and TGH Outpatient Surgery Center, resolving issues within the scope of their duties. The Representative documents, dispatches, monitors, and communicates service requests using designated service tracking systems to support departments such as facilities, environmental services, patient transport, and other assigned areas. The role requires accurate communication of critical information, including responding to code calls in accordance with hospital policy. Utilizing the Service Tracking Software for Support Service areas to include Rave (TGH Alert), Helpdesk, Brightly, Epic (Patient Information/EVS/Transport), AMCOM, as well as other areas as assigned, is required. Responding to code calls as outlined by hospital policy and accurately communicating vital information and direction is also a requirement of this position. The primary objective of the Representative is to offer the best possible service to all customers in a friendly and respectful manner. Responsible for performing job duties in accordance with mission, vision and core values of TGH. The Service Response Center Representative I provides professional, respectful, and efficient service while rotating between the TGH Main Campus location and the TGH Corporate Center and performs all duties in alignment with the mission, vision, and core values of Tampa General Hospital.

Qualifications

• High School graduate or GED
• Previous customer service and telephone experience, preferably in a call center environment is required.
• The ability to communicate clearly and ensure required information is obtained and disseminated correctly is required.
• Education and/or experience that provides knowledge of office procedures, operation of standard office equipment, and proficiency in standard office software (Word, Windows, Excel)