Service Response Center Rep

At Moffitt Cancer Center, we strive to be the leader in understanding the complexity of cancer and applying these insights to contribute to the prevention and cure of cancer. Our diverse team of over 9,000 are dedicated to serving our patients and creating a workspace where every individual is recognized and appreciated. For this reason, Moffitt has been recognized on the 2023 Forbes list of America's Best Large Employers and America's Best Employers for Women, Computerworld magazine's list of 100 Best Places to Work in Information Technology, DiversityInc Top Hospitals & Health Systems and continually named one of the Tampa Bay Time's Top Workplace. Additionally, Moffitt is proud to have earned the prestigious Magnet® designation in recognition of its nursing excellence.
Moffitt is a National Cancer Institute-designated Comprehensive Cancer Center based in Florida, and the leading cancer hospital in both Florida and the Southeast. We are a top 10 nationally ranked cancer center by Newsweek and have been nationally ranked by U.S. News & World Report since 1999.

Working at Moffitt is both a career and a mission: to contribute to the prevention and cure of cancer. Join our committed team and help shape the future we envision.

Summary

Job Summary

The Service Response Center is the 24/7 central hub for system monitoring and customer communications related to the Facilities & Support Services division, which includes Facilities, Environmental Services, Parking & Transportation, and Safety & Security.

The Service Response Center Rep is the first point of contact for the facilities support services division and serves as the telecom operator for the Cancer Center. The SRC Rep will take all incoming calls, create work orders, and dispatch the appropriate response via radio. The SRC Rep will monitor various alarm systems, make appropriate overhead announcements to the appropriate location when needed, and document/log all telephone calls and alarms.

The SRC Rep will dispatch emergency response by following established procedures, which may include contacting 911.

The Service Response Center Representative is responsible for two primary functions:

• Answering and processing all requests via phone, radio, or web request


• Monitoring multiple systems including Fire Alarm Panel, Building Automation System, Freezer


• Monitoring, Elevator Monitoring, Tube system, Access Control, Security Video Monitoring, and Patient Room Closures and dispatching appropriate staff.

Additional Responsibilities:

• Monitors radio receiver and telephone; answers and processes routine and emergency calls from department staff; deploys staff as appropriate. Must always give callers accurate information, especially those who cannot reach their intended party.


• Obtains and records information as to exact location of situation, uses telephone or radio to transmit information to necessary personnel and maintains radio contact with crews on site.


• Receives complaints, exercises judgment in determining proper course of action and monitors maintenance requests for completion


• Follows departmental rules and regulations regarding emergency calls and dispatches crews in accordance with pre-determined plans.


• Alarm Monitoring


• Work order/Ticket intake and dispatching

Minimum Requirements:

• High School Diploma or GED


• Minimum of one (1) year of experience in a high volume call center/answering service or switchboard experience environment.


• Requires excellent communication skills, both written and oral, including the ability to interact with staff, patients and families.


• Ability to work with minimal direction.


• Experience in utilizing the Windows office suite and Microsoft Word. Basic proficiency is absolutely required.


• Ability to multi-task and thrive in a fast-paced environment, have strong communication (voice quality, grammar, and articulation), listening, computer, keyboarding, writing, interpersonal (people skills), multitasking, conflict management and telephone etiquette, and customer service skills-a "TEAM" player.


• Proven effective communicator with the ability to work as part of a team.

Preferred

• Preferred, at least one year of experience working in a healthcare facility, doctor's office, or dispatch center.


• Bilingual English/ Spanish is a plus.


• Associate's Degree


• Valid Florida driver's license

Equal Employment Opportunity

Moffitt Cancer Center is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, or protected veteran or disabled status. We seek candidates whose skills, and personal and professional experience, have prepared them to contribute to our commitment to diversity and excellence.

Reasonable Accommodation

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.
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