Under direct supervision, processes phone requests for Food and Nutrition services, EVS cleaning requests and stocking Patient Transport requests, Maximo work requests, wound vac ordering and specialty bed orders, while handling patients, customers and nurses' requests/ concerns with respect, empathy and prompt attention. Communicates concerns appropriately to Food and Nutrition Service, EVS, Patient Transport and Facility team members to insure prompt attention and patient visitation are carried out as appropriate. Communicates staffing needs to the appropriate team leader.
The Service Response Center Specialist will work in the Service Response Center providing 24-hour coverage 7 days a week. The main function is to handle customer service interactions through either face-to-face, email or telephone communications. The Specialist will support 4 lines of businesses: Food and Nutrition, Transportation, Environmental Services and Facilities. The Specialist will be dispatching work request to Facility Team Members, assigning cleaning tasks to EVS team members and providing Transporters job task. The Service Response Center Specialist may also be required to record and document various client interactions for management follow-up. The general responsibilities of the position include those listed below, but GBMC may identify other responsibilities of the position. These responsibilities may differ among accounts, depending on business necessities and client requirements.
Education:
High School graduate or equivalent experience required.
Licensures/Certifications:
MS Suite of products (Knowledge)
Experience:
* 0 to 2 years related experience.
* Presents self in a highly professional manner to others and understands that honesty and ethics are essential.
* Ability to maintain a positive attitude.
* Ability to communicate with co-workers and other departments with professionalism and respect.
* Must have intermediate phone and computer skills to include Microsoft Office Suite Applications 2007 and above. Excel proficiency is needed.
Skills:
* Skilled in data analysis and interpretation.
* Skilled in oral and written communication.
* Ability to read and write at the 12th grade level, understand and follow written and verbal instructions, perform non-complex mathematical calculations.
* Ability to work well under time constraints and to work effectively as a team member. Principal Duties and Responsibilities:
* Processes phone, dispatch and/or email request for Food and Nutrition, Transportation, Environmental Services and Specialty Equipment and Facilities. Handles patients and nurses' requests/ concerns with respect, empathy and prompt attention. Communicates concerns appropriately to team members to insure prompt attention and patient visitation as needed.
* Enters patient menu selections, snacks and supplements into food ordering system Ensures patient food preference and allergies are entered into the system appropriately.
* Completes Food and Nutrition, EVS, Transports, Facilities audits as appropriate to ensure compliance to standards. Maintains call logs for missing meals, work orders, EVS calls, specialty beds, wound vacs and attendance.
* Complies with all GBMC, departmental, and regulatory agency policies, procedures and standards.
* Prints reports as needed to support Food and Nutrition, EVS, Facilities and Patient Transport.
* Processes calls received by patients, nursing, staff, family members and visitors in a timely manner and insures accuracy.
* Communicates staffing needs to the appropriate team leader.
* Maintains a professional relationship with all coworkers, vendor representatives, supervisors, managers, customers, and client representatives whether it's in person or over the phone
* At times acts a backup or in support of the Supervisor to ensure productivity is being met. Asking pertinent questions to gain the optimum patient experience
* Attends training programs (classroom and virtual) as designated.
* Reports all accidents and injuries in a timely manner.
* Reviews statistics and trends with appropriate personnel. All roles must demonstrate GBMC Values: Respect I will treat everyone with courtesy. I will foster a healing environment.
- Treats others with fairness, kindness, and respect for personal dignity and privacy
- Listens and responds appropriately to others' needs, feelings, and capabilities
Excellence I will strive for superior performance in every aspect of my work. I will recognize and celebrate the accomplishments of others.
- Meets and/or exceeds customer expectations
- Actively pursues learning and self-development
- Pays attention to detail; follows through
Accountability I will be professional in the way I act, look and speak. I will take ownership to solve problems.
- Sets a positive, professional example for others
- Takes ownership of problems and does what is needed to solve them
- Appropriately plans and utilizes required resources for various job duties
- Reports to work regularly and on time
Teamwork I will be engaged and collaborative. I will keep people informed.
- Works cooperatively and collaboratively with others for the success of the team
- Addresses and resolves conflict in a positive way
- Seeks out the ideas of others to reach the best solutions
- Acknowledges and celebrates the contribution of others
Ethical Behavior I will always act with honesty and integrity. I will protect the patient.
- Demonstrates honesty, integrity and good judgment
- Respects the cultural, psychosocial, and spiritual needs of patients/families/coworkers
Results I will set goals and measure outcomes that support organizational goals. I will give and accept help to achieve goals.
- Embraces change and improvement in the work environment
- Continuously seeks to improve the quality of products/services
- Displays flexibility in dealing with new situations or obstacles
- Achieves results on time by focusing on priorities and manages time efficiently
Pay Range $17.24 - $23.91
Final salary offer will be based on the candidate's qualifications, education, experience and alignment with our organizational needs. Equal Employment Opportunity GBMC HealthCare and its affiliates are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.
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Greater Baltimore Medical Center (GBMC)
Mar 31, 2026