Facilities Call Center Specialist I (night shift)

1.0 FTE Full time Night - 08 Hour R2655020 Onsite 108460008 Facilities Svcs Response Ctr Other MENLO PARK, 3700 Haven Ct, California

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Night - 08 Hour (United States of America)

Located in the heart of Silicon Valley, Stanford Health Care’s mission is to heal humanity through science and compassion, one patient at a time. The Facilities Services division plays a key role in helping Stanford Health Care accomplish this mission. With a fast-paced, tech-savvy, and lean culture that focuses on goals, metrics, and continuous improvement, Facilities Services provides non-clinical operational support to Stanford Health Care and other Stanford Medicine entities to ensure safe and successful non-clinical operations 24/7 and plan for the organization’s future facility needs.

Facilities Services Response Center (FSRC) encompasses the five independent response centers that support the full scope of Facilities Services. As a unit, FSRC provides a broad range of operational support across Stanford Medicine.

Night shift: 10:00 p.m.-630 a.m.

This is a Stanford Health Care job.

A Brief Overview
The Facilities Call Center Specialist I receives and manages incoming calls/inquiries, typically in emergency or service-related situations. Responsible for gathering information, assessing urgency, and dispatching the appropriate personnel or resources to address the call. Facilities Call Center Specialist acts as a crucial link between callers and field units, ensuring timely and effective response.

Locations
Stanford Health Care

What you will do

• Answers a high volume of telephone calls, emails and Microsoft Teams messages promptly and professionally.
• Dispatches the appropriate facilities services personnel or equipment needed to address urgent and non-urgent service requests to the appropriate location.
• Relay information clearly and concisely to field units, including directions, updates and any relevant details.
• Assess the urgency and nature of each call and prioritizes dispatch accordingly.
• Maintains accurate records of calls/inquires, dispatches and other relevant information.
• Actively engage in briefing oncoming shift personnel on awareness or evolving issues.
• Follows and provides feedback on standard procedures, protocols and regulations to ensure all urgent and non-urgent operations are carried out efficiently
• Provides excellent service to callers/inquiries, even in stressful situations, and builds positive relationships.
• Responsible for escalating complex or unresolved issues to Facilities Call Center Specialist III or management.
• Perform additional duties as assigned to support departmental needs.

Education Qualifications

• High School Diploma or GED equivalent.

Experience Qualifications

• Minimum of two (2) years of progressively responsible and related work experience.

Required Knowledge, Skills and Abilities

• Ability to adapt to and deal with change and ambiguity.
• Ability to multi-task, handle multiple tasks simultaneously, including answering calls, dispatching resources, and documenting information.
• Ability to plan, organize, prioritize, work independently to meet deadlines.
• Maintains composure and focus during stressful and urgent situations is vital.
• Problem-solving able to think critically, analyze situations, and make sound decisions under pressure is essential.
• Capacity to work in a fast-paced environment and work as part of a team to collaborate effectively.
• Excellent verbal and written communication skills are crucial for gathering information, relaying instructions, and maintaining clear communication with field teams.
• Proficient computer skills including work order management systems. Microsoft Office and other relevant applications.
• Excellent customer service, even in challenging situations is important.
• Physical requirements as needed to perform the job functions

Physical Demands and Work Conditions
Blood Borne Pathogens

• Category III - Tasks that involve NO exposure to blood, body fluids or tissues, and Category I tasks that are not a condition of employment

These principles apply to ALL employees:

SHC Commitment to Providing an Exceptional Patient & Family Experience

Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.

You will do this by executing against our three experience pillars, from the patient and family’s perspective:

• Know Me: Anticipate my needs and status to deliver effective care
• Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
• Coordinate for Me: Own the complexity of my care through coordination

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

Base Pay Scale: Generally starting at $31.30 - $35.25 per hour

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.