Lead Customer Service Representative - 40 Hour Days

Location: Winchester, MA
Job ID: 163511-1A
Date Posted: Oct 20, 2020
Category: Specialist

Save Job Job Saved

Job Description

Welcome To

Welcome to Winchester Hospital, part of Beth Israel Lahey Health. Winchester Hospital was the first hospital in Massachusetts to earn Magnet recognition, the American Nurses Association’s highest honor for nursing excellence, three times. It has since received the recognition a fourth time. As the northwest suburban Boston area’s leading provider of comprehensive health care services, the 229-bed facility provides care in general, bariatric and vascular surgery, orthopedics, pediatrics, cardiology, pulmonary medicine, oncology, gastroenterology, rehabilitation, radiation oncology, pain management, obstetrics/gynecology and a Level IIB Special Care Nursery.


About the Job

JOB SUMMARY:  Contributes to the Hospital’s mission by providing excellent customer service to patients, visitors and staff, expediting work orders/service related requests, dispatching and following up with customers regarding work order status.  This customer service staff position will have an impact on employee and patient satisfaction by being the first point of contact in our efforts to create and maintain a desirable work/patient care environment.




Required:  High School Diploma or equivalent

Preferred:  Associates Degree



Required:  Two years previous experience in a customer service related role

Preferred:  Phone customer service experience


Other Skills/Knowledge


?        Excellent customer service and communications skills

?        Ability to communicate effectively over the phone and via email

?        For safety and quality reasons, must be able to read, write and communicate effectively in English with patients, visitors and fellow members of the hospital team.

?        Ability to type 40 words per minute.

?        Basic word, excel and email applications skills.

Preferred:  Intermediate competence with Microsoft Office applications especially Word and Excel







On-call Requirement:  NA


Schedule Requirements:  Weekend rotation is required for all staff.   Schedules may be adjusted based on business needs

Travel Requirements:   N/A



?        Reports to the Service Response Center Supervisor.

?      Not responsible for supervising the work of others.


As part of the Guest Services team, this position:

?        Answers all Service Response Center calls, completing comprehensive work orders with the pertinent information and issues.

?        Dispatches work order requests for a variety of service-related departments.

?        Books conference rooms, catering and assists in meeting conference room needs, including shifting room assignments around to meet multiple customers’ needs.    Communicates changes. 

?        Takes responsibility for reported issues from call to completion, ensuring that service excellence standards are followed and patient, visitor, physician and employee satisfaction is exceeded.

o   Follows up (via phone or email) on outstanding work orders to assess status.  When appropriate acts as the liaison with the customer to give status updates and estimated times of completion.

o   Follows up with customers to assess their satisfaction and to ensure their needs were being met.

o   Closes out work orders.

o   Escalates concerning trends to the Supervisor

?       Functions as main point of contact with outside vendors and contractors to request services and/or inquire about outstanding service related issues.

?       Leads the day to day activities of the Service Response Team and acts as a mentor to junior staff.  Ensures daily work assignments are performed timely and accurately.

?       Creates and tracks preventative maintenance work orders for all off-site facilities

?       Uses Grand PM to close out preventative maintenance tasks for the hospital.

?       Maintains the preventative maintenance system (Grand PM) by: Updating dictionaries and vendor information, establishes schedules, prints and distributes preventative maintenance schedules, and maintains/reconciles PM records.

?       Functions as system admin for Grand PM and keeps system updated to meet all Joint Commission requirements.

?       Compiles Preventative Maintenance reports for manager and other hospital departments as needed or for Joint Commission purposes.

?       Works with Engineering & Vendor to facilitate temperature adjustments using Metasys’ Building Automation System

?       Handles issues in Supervisor’s absence

?       Calls discharged patients to conduct patient satisfaction surveys.

?       Supports calls to the patient advocate by handling complaint and billing issues in the Patient Advocate’s absence.

?       Orders specialty beds on behalf of the nursing units.  This includes calling vendors to remove excess specialty beds from the facility

?       Calls appropriate vendor for bed and stretcher repairs as needed.

?       Oversees the distribution of facility master keys to contractors and vendors.

?       Assists Environmental Services with conference room set ups when needed.

?        Pulls various scheduled and ad hoc excel reports to support departments.  Manipulates excel data to make reports easier to comprehend and read.

?        Files service response center materials/reports

?        Maintains collaborative, team relationships with all customers and service providing departments and vendors, fostering a collaborating, respectful relationship among users and providers of the services.  

?        Communicates regularly with Supervisor and staff.  Keeps team informed of issues that might delay/impact work order response. 

?        Maintains accurate and useful database records by entering system information correctly

?        Meets Quality Assurance requirement standards and other key performance indicators

?        As the phone volume and staffing allows, may perform other clerical duties, recognizing that covering the phones is the priority.  Functions may include:

o   Supports affiliated departments during downtime as requested or required.

o   Collating and stuffing mass and other periodic mailings.

o   Alphabetizing and collating materials

o   Filing

o   Copying and scanning



Full time

About Us

Beth Israel Lahey Health is an integrated system providing patients with better care wherever they are. Care informed by world-class research and education. We are doctors and nurses, technicians and social workers, innovators and educators, and so many others. All with a shared vision for what healthcare can and should be. We are committed to attracting, developing and retaining top talent. We strive to create a diverse and inclusive workplace that reflects the communities in which we work and serve. With a team approach to care, we encourage learning and growth at all levels and offer competitive salaries and benefits.

Equal Opportunity Employer/Minorities/Females/Disabled/Veterans.