GENESIS HEALTHCARE SYSTEM
In order to fill our Mission of serving our community by helping each person achieve optimal health and well-being by providing compassionate, exceptional, and affordable healthcare services, all employees of Genesis HealthCare System must be committed to living the Genesis Mission and Genesis values of Compassion, Excellence, Integrity, Team, and Innovation. All employees must regard themselves as an ‘owner’ of Genesis and keep our patients at the center of everything we do - always.
Position Details:
Work Shift:
Varied Shift (United States of America)
Scheduled Weekly Hours:
24
Department:
Service Response Ctr
Overview of Position:
The purpose of this position is to receive, input, dispatch, and track requests through the use of telecommunications and the Service Response Center software for all non-clinical support services. ESSENTIAL DUTIES
1. Answers the telephone promptly and speaks professionally to patients and customers in a courteous manner using approved scripts.
2. Responds to requests in a customer friendly manner at all times and handles upset customers in a calm and courteous manner.
3. Collects and appropriately handles detailed information over the phone and then inputs information into the computer system to enable dispatching of appropriate staff to appropriate location with appropriate equipment to remedy the situation.
4. Tracks customer requests to ensure they are completed to their satisfaction and reports any concerns to the proper management.
5. Monitors support service activities, and makes assignments to complete ad hoc tasks, e.g. patient transports, housekeeping, maintenance, etc.
6. Prepares and distributes software reports for management.
7. Receives training and effectively applies lessons to daily work activities.
8. Responds to complaints in a customer friendly manner, and then refers complaint to appropriate supervisor in a timely manner.
9. Contacts and professionally communicates with Public Safety Officers via radio using appropriate radio language.
10. Packs, collates, and prepares paperwork along with other recordkeeping tasks.
11. Follows through in a timely manner with direction from SRC/Transport Supervisor, clinical staff, or departmental leadership.
12. Follows hospital and departmental policies with special attention to safety, dress, attendance, punctuality, and regulatory compliance.
13. Handles all work-related information in a confidential manner.
14. Works effectively with team members to meet constantly changing needs and deliver care that is customer oriented and cost effective.
15. Demonstrates initiative and creativity to continuously improve services, departmental and interdepartmental processes, and any other activities that affect quality.
QUALIFICATIONS
1. Requires high school diploma or equivalent.
2. Must read, comprehend, and follow written and verbal instructions.
3. Must read and understand English and have basic arithmetic skills.
4. Good interpersonal and communication skills.
5. Ability to multi-task, assess situation needs, and problem solve.
6. Experience operating a Fax Machine, Copy Machine, Multi Line Phones, and other office equipment.
7. Ability to type a minimum of 30 WPM with an accuracy rate of 95%.
8. Have a working knowledge of computer software programs (MS Office, Windows OS, etc.).
PATIENT CENTERED CARE & BEHAVIORAL EXPECTATIONS
1. Living the Genesis Mission, Vision and Values:
• Performs work in a manner that is quality focused.
• Treats patients, co-workers, visitors and volunteers with courtesy, compassion, empathy and respect.
• Results oriented and focused on achievement of objectives.
• Acknowledges and responds to the diversity of people and the situation.
• Encourages peers (others) to be owners of change.
• Always makes the effort to anticipate and exceed customer needs and expectations.
• Possesses the ability to engage others with patience…