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Under general supervision and following established procedures, the Customer Service Representative performs a broad range of activities. The Customer Service Representative will actively support the day-to-day operations, focusing on internal/external customer service, patient transport and resolving inquires. Customer Service Representative will work closely with Team Leaders and Supervisors to deliver the highest level of service that meets and exceeds our department standards and service guarantees.
PRINCIPAL OPERATIONAL DUTIES AND RESPONSIBILITIES: I
- Act as patient advocate between Materials Management and patient care units with the sole purpose of delivering excellent service to each and every customer. Excellent customer service is achieved by following the guidelines and procedures as documented.
- Ensure that patient call requests are being dispatched in a timely manner and patients are being transported with little to no delays.
- Ensure that requests for medical products from MM stat room, equipment room, and linen room are delivered to the units in a timely manner with little to no delays
- A Specialist for MM must be able to handle a large call volume while remaining calm and professional at all times, both on and off the phone.
- Answers and directs all incoming calls according to established guidelines for both customer service deliveries and patient transports. Feedback should be accurate and timely to avoid escalations
- Customer Service Representative should take all measures to address customer requests/complaints prior to escalating to Team Lead or Supervisor
- Customer Service Representative should be able to understand and have a working knowledge of the necessary systems needed to complete the day-to-day job requirements. Customer Service Database, PeopleSoft Express, Epic.
- Customer Service Representative must have an understanding of the stat room and where products are normally located to ensure a cohesive work flow.
- Understand and complete the protocol of opening tickets, staging tickets, closing, and scanning ticket requests for orders.
- Manage and maintain the necessary reports associated with both customer service delivery and patient transport. Such as, the Customer Service, KCI report or the Patient Transport, Productivity report.
- The ability to respond to emergency situations in the hospital; severe weather conditions, bio-threat activations, and any others that may require Customer Care assistance.
- The duties listed are not all-inclusive of job duties and responsibilities and an Advocate must be able to perform other duties as assigned pertaining to the day-to-day performance of the job title.
SKILLS/ABILITIES/COMPETENCIES REQUIRED:
- Customer service skills
- Organizational skills.
- Listening skills
- Ability to multi-task
- Problem-solving skills
- Ability to handle and prioritize multiple tasks effectively.
- Attention to detail.
- Basic mathematical skills
- Knowledge of Microsoft Office applications Outlook and PeopleSoft.
- Record keeping and data entry
- Excellent verbal and written communication skills.
- Flexible
- Ability to work in a team environment
- Ability to work in a fast-paced environment.
LICENSES, CERTIFICATIONS, and/or REGISTRATIONS (if applicable):
N/A
EDUCATION:
- High School diploma or GED equivalent.
EXPERIENCE:
- Minimum of 2 years of Customer Service or similar work experience required; healthcare setting helpful.
SUPERVISORY RESPONSIBILITY (if applicable):
N/A
FISCAL RESPONSIBILITY (if applicable):
N/A
WORKING CONDITIONS:
- Lifting/carrying up to 40 lbs. under ideal safe lifting conditions as specified by NIOSH lifting equations
- Pushing/pulling force. 33 lbs. initial force 13 lbs. sustained force.
- Some hazards associated with soiled linens, and soiled equipment.
The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive statement of all duties, responsibilities or skills of personnel so classified.
Massachusetts General Hospital is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. Applications from protected veterans and individuals with disabilities are strongly encouraged.