Customer Communication Coordinator

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Job ID: 53716
Area of Interest: Clerical
Location: Baltimore, MD US
Hours of Work: Rotating Schedule
Job Facility: University of Maryland Medical Center
Employment Type: Full Time
What You Will Do:

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.


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 and prioritize incoming requests for service during emergent and non-emergent scenarios.  Transmit requests via multi-line telephone console, multi channel two way radio base unit, FAX, computer terminal(s), pagers and alarm systems / panels (fire alarm system, kinderguard, security access system, oxygen, medical air and nitrogen), etc.
  2. Maintain information in the facilities data system and advises the customer on a proactive basis of the status of their request.
  3. Make hospital rounds to investigate ongoing repairs on customer requests and identify additional issues for input into the system.  Develop relationships with the assigned customer base and educate, train and support customers in division protocol and procedures.
  4. Prepare documents, reports, charts, tables, graphs, meeting summaries and other materials to support department projects and programs.
  5. Communicate changes in department policies and procedures to the affected medical center and call center staff.
  6. Communicate maintenance, security and safety issues to peers and managers with recommended solutions, updates and reports. Communicate status of requested service to the customer; record the information and follow up to ensure successful completion in a timely fashion.
  7. Record issues, policy changes, facility emergencies and major disturbances in the Daily Log in a detailed and professional manner and inform all call-center personnel according to the communication processes in place of such occurrences.
  8. Record, update, and file information regarding Safety & Security, Operations & Maintenance, Transportation Services, Environmental Services, Bed Management, Pathology, Guest Services, Baltimore City Police Dept., Baltimore Fire Dept. and UMAB Police Dept. activities.  Retrieve data and prepare reports as needed.
  9. Respond to telephone and intercom requests for assistance and information from all callers (staff, patients, visitors, etc.) during elevator entrapments and emergency conditions.  Ascertain customers’ needs and direct them accordingly. Ensure that all system equipment is in operating condition and report equipment malfunction immediately.
  10. Independently monitor and follow up on Customer Connect requests.
  11. Communicate effectively and provide guidance and support to patients, staff, visitors and other Medical System personnel during complaints, pathological transitioning, emergent and non-emergent incidents regarding customer satisfaction problems and all major activities.
  12. Provide support for special projects and assignments. Research, analyze, develop and monitor activities and information, as appropriate. Prepare reports and communicate and pass on information gathered to the rest of the communications team. Participate in the development and review of training manuals, policies and procedures, and protocols
  13. Assign Emergency Purchase Order numbers to service contractors and track work status through to completion, on weekends and after normal working hours.  Issue ceiling permits, assign dust permits and advise Facility Manager on call of repair status when requested.
  14. Attend quarterly Division meetings and monthly department meetings. 
  15. Staff the EmergencyCommunicationsCenter during disasters and emergencies.

What You Need to Be Successful:

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


Knowledge, Skills and Abilities

  1. Demonstrated ability to accurately type and enter data in a timely manner required. 
  2. 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.
  3. 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.

We are an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. 
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