I. General Summary

Under general supervision, using a customer service orientation, receive requests for service and performs call center and emergency communications functions including transport, emergency repairs, general maintenance and housekeeping, safety and security alerts and construction requests. Investigates and communicates the status of the requests to the customer and provides administrative support for relevant departments to address the outstanding issues. Researches, collects, and prepares data for processing, spreadsheet applications and data management in performing tasks.

II. Principal Responsibilities and Tasks

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

1. Receive, prioritize, and log incoming requests for service during emergent and non-emergent scenarios. Transmit requests via multi-line telephone console, multi-channel dispatch computer system, FAX, computer terminal(s), pagers, public announcement systems, various alarm systems / panels (fire alarm system, kinderguard, elevator entrapment system, security access systems, oxygen, medical air and nitrogen), etc.

2. Process and maintain customer service requests / patient care support group’s data in various, computer systems (work order data system, patient care food/medication data system), etc.; advises service request status to the customer and support service groups. Support linen department, facilities, and EVS, by taking calls and processing work orders. Receive and communicate shuttle requests to parking department,

3. Plan / facilitate customer and support group's educational sessions focused on various presentations and simulations for developing quality work relationships; understanding the work flow and service provisions of each other

4. Communicate critical infrastructure, maintenance, security and safety issues to appropriate leadership with service status updates and reports

5. Prepare documents, reports, charts, tables, graphs, meeting summaries and other materials to support department projects and programs

Renowned as the academic flagship of the University of Maryland Medical System, our Magnet®-designated facility is a nationally recognized, academic medical center with opportunities across the continuum of care. Come join UMMC and discover the atmosphere where talents and ideas come together to enhance patient care and advance the science of nursing. Located in downtown Baltimore near the Inner Harbor and Camden Yards, you won’t find a more vibrant place to work! 

III. Education and Experience

1. High School Diploma or equivalent (GED) is required.

2. Five years work experience in a multi-task environment to include two years performing administrative duties and two years performing customer service duties.

3. Familiarity with medical terminology is preferred.

4. Experience in a healthcare environment, maintenance work order management and/or dispatching for security or emergency response is preferred.

IV. Knowledge, Skills and Abilities

1. Ability to work weekends, and have flexibility for shift change or emergency shift coverage, with adequate notification, as needed. Attend quarterly Division Meetings and Department Meetings.

2. Demonstrated ability to accurately type and enter data in a timely manner required.

3. Ability to effectively operate a multi-line telephone console and multi channel radio required. Must utilize professional etiquette and maintain flexibility as many requests simultaneously come into the call center in a tactful and courteous manner.

4. Ability to read, write and speak English in a clear and articulate manner required. Highly effective interpersonal and verbal communication skills including courtesy are necessary in order to work with patients and all levels of staff. Effective listening and problem-solving skills.

4. Knowledge and ability to understand division practices, procedures and protocol, and lay-out of hospital.

5. Ability to observe and enforce departmental and general UMMC policies and procedures, particularly relating to the practice of safety and security measures, contacting outside service contractors, and on-call maintenance staff.

All your information will be kept confidential according to EEO guidelines.