JOB SUMMARY

Serves as the critical point of contact for both public and internal (employee, patient, visitor) customers: properly greeting and recording requests. Serves as the link between customers and various hospital departments for problem resolution. Efficiently performs all duties related to directory assistance and documentation and dispatch of work requests utilizing the hospital - designated software(s).

• Utilizes telephony and software systems to accurately identify and greet callers, record requests, document and properly assign work requests for all services helped by the CSC.
• Effectively handles and resolves challenging customer situations through appropriate communication methods. Promptly identifies and escalates challenging situations to appropriate leadership.
• Responds calm and performs effectively during emergent and/or stressful situations.
• Monitors and responds to web and email requests in an efficient manner.
• Ability to evaluate and prioritize emergency calls. Successfully passes proficiency checklists for dispatch of all urgent requests.
• Performs all position-appropriate duties in a competent, professional and courteous manner.
• Demonstrates commitment to customer service - and ability to work positively and productively as part of a team environment - are basic requirements.
• Expectations listed are intended to describe “essential” functions only and management retains the right to reassign duties and responsibilities to this position at any time.