JOB SUMMARY

The Customer Service Representative serves as the critical point of contact for both public and internal (employee, patient, visitor) customers. The Customer Service Representative serves as the link between customers and various hospital departments for problem resolution. The role efficiently performs all duties related to directory assistance and documentation and dispatch of work requests utilizing the hospital - designated software(s).

The Customer Service Representative job duties also include, but are not limited to:

• Utilizes telephony and software systems to accurately identify and greet callers, record requests, and document and properly assign work requests for all services supported by the CSC.
• Effectively handles and resolves challenging customer situations through appropriate communication methods.
• Promptly identifies and escalates challenging situations to appropriate leadership.
• Ability to evaluate and prioritize emergency calls. Successfully passes competency checklists for dispatch of all urgent requests.
• Demonstrates commitment to customer service - and ability to work positively and productively as part of a team environment - are basic requirements.
• Performs all position-appropriate duties in a competent, professional and courteous manner.

The ideal candidate for the Customer Service Representative will have excellent phone and customer service skills, and the ability to be successful in a stressful, fast-paced environment, handling difficult situations and conflict resolution when necessary.

• Location/Facility - [Enter Facility Name] (i.e. Baylor Regional Medical Center at Plano)
• Specialty/Department/Practice - [Enter Spec/Dept/Prac] (i.e. Critical Care, Radiology, Family Care)
• Shift/Schedule - [Enter Shift & Schedule] (i.e. Days, Nights, PRN or Weekends; 30 hours/week_full-time_part-time)
• Benefits - Our competitive benefits package includes*:
  • Immediate eligibility for health and welfare benefits
  • 401(k) savings plan with dollar-for-dollar match up to 5%
  • Tuition Reimbursement
  • PTO accrual beginning Day 1

*Note: Benefits may vary based upon position type and/or level.

QUALIFICATIONS - EDUCATION - H.S. Diploma/GED Equivalent