Customer Service Lead

Job Profile Summary

This role focuses on activities related to the support services functions, such as dietary and food services, environmental services, general facilities, repair and maintenance, parking, sterilization and transportation to ensure all required support activities are completed in a timely manner and meet the organization's quality standards and expectations. In addition, this role focuses on performing the following Transportation duties: Organizes the transportation for hospital shuttles and any travel needs hospital administration may need and provides support on the transportation of patients. An organizational related support or service (administrative or clerical) role or a role that focuses on support of daily business activities (e.g., technical, clinical, non-clinical) operating in a "hands on" environment. The majority of time is spent in the delivery of support services or activities, typically under supervision. A senior level role that requires broad knowledge of operational procedures and tools obtained through extensive work experience and may require vocational or technical education. Works under limited supervision for routine situations, provides assistance and training to lower level employees, and problems typically are not routine and require analysis to understand.

Job Overview

This position is responsible for quality service excellence audits, monthly equipment and safety inspections, inter-department customer relations (SRC ASCOM) and supervision of Service Tracking to maintain inpatient testing flow. This position will also perform various other tasks to aid the shift they are assigned to by the ES department. Including covering shift positions when the department has scheduling constraints.

Job Description

Minimum Qualifications:

1. High School Diploma or Equivalent.

2. One (1) year of related experience.

Preferred Qualifications:

1. Three (3) years of related experience.

Duties and Responsibilities: The duties and responsibilities listed below are intended to describe the general nature of work and are not intended to be an all-inclusive list. Other duties and responsibilities may be assigned.

1. Performs beginning and end of shift lead checklist and completes equipment rounding.

2. Carries the Transport Lead Ascom and Service Tracking alert pager to support patient flow.

3. Ensures the IVR phone system is followed by shift staff when taking requests from Service Tracking.

4. Performs monthly safety and equipment inspections to maintain compliance with regulatory standards. (TJC, DPH, IC).

5. Supports Management with department process improvement projects and initiatives.

6. Performs monthly Quality Service Excellence Audits.

7. Performs daily transport walk log inspections and maintains documents on file.

8. Analyzes Service Tracking patient flow daily and prioritizes requests based on SLA's.

9. Participates in ES/Transport Monthly Safety Committee.

10. Coordinates and follows up on Transport equipment repairs with Facilities/BioMed to ensure Environment of Care readiness.

Physical Requirements:

1. Standing or walking a majority of shift, bending and lifting and other physical effort with medium weight equipment or supplies (30-35 lbs)

2. Pushing and pulling of beds, wheelchairs, stretchers, etc. (up to 60 lbs.).

3. Able to maneuver wheelchairs and stretchers in order to safely transport patients.

4. Requires manual dexterity using fine hand manipulation to operate computer keyboard.

5. Frequent contact with professional and other staff. patients and visitors.

6. Frequent exposure to dust, dirt, blood, body waste and contaminated waste.

7. Possible risk of cuts, needle punctures, and strains.

Skills & Abilities:

1. Demonstrates proper phone and pager handling; ensures proper functioning of pager at all times.

2. Acts as a positive role model; possesses, integrity, focus, commitment, flexibility, diplomacy and a team spirit.

3. Ability to operate stretchers, wheelchairs and patient beds to safely move patients throughout hospital.

4. Able to communicate both verbally and in writing in English. Able to follow written and verbal instructions.

5. Able to identify scope of task and perform it in a timely and efficient manner.

6. Ability to read, write, perform simple mathematical calculations and have basic knowledge of physical sciences at a level generally acquired through a high school education.