Former Customer Service Representative at Massachusetts General Hospital
almost 2 years ago
For me, being a Customer Service Representative was hard work and sometimes stressful. My job is often confused with the operation assistance who work up on the floors or a receptionist.
My department was called, "Materials Management". This means that everything that the floor didn't have in the hospital that they needed within 45 min or less would have to be brought to the area of the hospital that wanted the item.
I would sit at a desk, wait for a call from some part of the hospital. I would identify what type of call was it (is it Patient Transport or Customer Service- the system is connected). If it is a customer service call you would 8/10 times speak to an operations assistant who would ask for a supply, equipment, or linen item. Then, if the information was correct, I would go to the room gather the supplies and give them to the customer service runner to send them up after charging the items and inputting the information into the system correctly. However, if it was a patent transport call, you first identify if the patient is an "inpatient or outpatient", confirm there location, set transport to other location, send the correct number or dispatchers and ensure that each dispatcher/transporter is following the proper procedure so that I know where the patient is at all times.
I also made sure that all dispatchers/transporters both patient transport and customer service received a break and lunch.
I also assisted my supervisor create schedules, answered his calls, greet and train new hires, and was in charge of updating our resource logs.