Department:

11597 Non Enterprise Corporate - Switchboard

Status:

Full time

Benefits Eligible:

Yes

Hours Per Week:

Schedule Details/Additional Information:

Training for the position up to 90 days will be held on weekdays up between 8a-7p followed by Permanent Position which is Mid-Shift 11a-7p.

Pay Range

$21.85 - $32.80

Join a fast‑paced, mission‑driven team dedicated to supporting patients, visitors, and hospital staff across multiple campuses. As part of the 24/7 Service Response Center (SRC), you’ll play an essential role in ensuring that critical hospital services—from patient meals to transportation to facilities support—run smoothly and efficiently. This customer‑focused position is ideal for someone who thrives under pressure, communicates with care, and enjoys variety in their daily responsibilities.

Essential Functions

Receive and assist with inbound calls from inpatients regarding meal orders; guide patients through options that meet dietary restrictions and requirements.
Review medication and allergy reports to ensure meal selections are safe and compliant; update records in appropriate software systems.
Identify patients who have missed meals and perform follow‑up outreach; communicate with nursing staff and document all interactions.
Receive, prioritize, and dispatch service requests for Patient Transport, Linen Services, Housekeeping, Engineering, and Clinical Equipment.
Maintain knowledge of evolving processes, contacts, and workflows across multiple service departments to ensure accurate call resolution.
Escalate unresolved service requests to departmental management based on SRC guidelines; place outbound calls to gather follow‑up and customer satisfaction feedback.
Assist the SRC Manager with employee training, orientation of new staff members, and updates to resource materials.
Stay informed on updates across all Health System campuses (Main, Lexington, Davie, and West) to ensure efficient switchboard support.
Provide exceptional customer service on all switchboard calls by demonstrating professionalism, courtesy, and problem‑solving initiative.
Perform additional responsibilities as assigned.

Education, Experience & Licensure Requirements

High school diploma or GED.
Minimum of three years in a direct consumer service role with demonstrated success resolving issues under stressful conditions.
Experience handling multiple calls in a high‑volume or call center environment preferred.
Previous experience in a medical or healthcare setting preferred.
Experience training adults is preferred.
Valid state driver’s license.

Skills & Qualifications

Clear, calm telephone speaking voice.
Strong interpersonal and customer service skills.
Basic computer proficiency with the ability to navigate multiple software systems simultaneously.
Ability to type at least 45 words per minute.
Self‑motivated and able to work independently.
Positive attitude and strong resilience under pressure.

Shift & Schedule Details

This is a severe weather–critical position in a department that operates 24/7, 365 days a year. Team members may be required to work days, evenings, nights, weekends, holidays, and during inclement weather, with flexibility essential to support around‑the‑clock hospital operations.

Our Commitment to You:

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:

Compensation

Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
Premium pay such as shift, on call, and more based on a teammate's job
Incentive pay for select positions
Opportunity for annual increases based on performance

Benefits and more

Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Flexible Spending Accounts for eligible health care and dependent care expenses
Family benefits such as adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program

Note: Eligibility for programs listed above may depend on your FTE or status (e.g., full-time, part-time, per diem, temporary, etc.); please ask a Recruiter for more information during an interview.

About Advocate Health

Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.

Service Response Center Representative Lead

Advocate Aurora Health

Job Description

Essential Functions

Education, Experience & Licensure Requirements

Skills & Qualifications

Shift & Schedule Details

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Job Details