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

Position Highlights:

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.

Responsibilities:

• Responsible for promptly answering incoming calls and processing calls for internal and external customers. Always give callers accurate information, especially those who cannot reach their intended party. Meets internal and external customer service expectations and promotes continuous quality and performance improvement in the department and hospital. Monitors camera systems and uses cameras to assist in investigations. Observes and reports security and safety issues.
• Responds promptly to any of the various hospital emergency situations that may arise and carries out established emergency plans and procedures, accordingly, without hesitation.
• Monitors all critical system alarms and notifies staff as appropriate. This may include, but is not limited to, fire alarms, generator alarms, security cameras, duress alarms, elevator alarms, med-gas alarms, tube station and irradiator alarms.
• Make announcements over the radio, public address system, and page staff as needed.
• Uses good judgment in determining major or minor telephone system problems when reporting to a telecommunications specialist. Reports and records system problems immediately.

Credentials and Qualifications:

• High School Education/GED required.
• 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, and the ability to interact with staff, patients, and families. Ability to work with minimal direction.
• 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:

• Associates degree.
• Valid Florida driver’s license.
• Preferred, at least one year of experience working in a healthcare facility, doctor's office, or dispatch center.
• Bilingual English/ Spanish is a plus.

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. Moffitt endeavors to make moffitt.org/careers accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact one of the Human Resources receptionists by phone at 813-745-7899 or by email at HRReceptionists@moffitt.org. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. If you’d like more information on your EEO rights under the law, please click here.