This job was posted by https://illinoisjoblink.illinois.gov : For more
information, please see:
https://illinoisjoblink.illinois.gov/jobs/11878203 By joining our team,
you\'ll be part of our life-changing Mission and Vision. You\'ll work in
a truly inclusive environment where diversity and equity are championed
through words and actions. You\'ll contribute to an innovative culture
that is second to none, one that embraces curiosity, discovery and
compassion. You\'ll play a role in something that\'s never been done
before as we integrate science and clinical care to help patients
achieve better, faster outcomes - as we Advance Human Ability, together.
Job Description Summary
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.
Job Description
The Customer Service Representative - 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 caller\'s
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
Working Conditions
- Normal office environment with little or no exposure to dust or
extreme temperature.
The above statements are intended to describe the general nature and
level of work being performed by people assigned to this classification.
They are not intended to be construed as an exhaustive list of all
responsibilities, duties and skills required of personnel so classified.