Facilities Service Center Representative

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Position Summary:

According to established procedures and general directions, triages incoming phone calls, electronic service, fax and email requests for Facilities Management customers concerning routine and emergency issues. Processes requests and calls to the main phone number for JHHS Facilities Management (1,000 employees). The Department provides Environmental Care, Clinical Engineering and Engineering Operations services to the Johns Hopkins Hospital (6 million sq. feet); The Bayview Medical Center (1.5 million square feet) and Howard County General Hospital (500,000 square feet). Triages calls via multiple media (radio, pager, creation of work order, phone, etc.). Determines priority to ensure timely response to emergency and urgent calls while minimizing disruption and overtime. Escalates to department leadership emergencies, utility outages and any other issue which poses risk to patient, life support, or utilities that are critical to patient safety and safe procedures. Understand and identify critical utilities and operations that are critical to patient care. Triage emergencies that may include medical equipment repair during a procedure, loss of life support facilities, electrical, HVAC, medical gas, water and sewage that are critical to maintaining operations in order to avoid evacuation. Provides excellent customer service to customers who may be upset or in a hurry and who may have little understanding of the technical details that will enable effective triaging. Takes time to explain to the customer in a tactful and professional manner of what is needed in order to process their request efficiently (i.e. room number, building location, etc...). Creates a positive experience for customers providing efficient and empathetic service. Provides clear, brief and accurate information to technical teams. Accurately and timely entry of Bargaining Unit time sheets. Identifies discrepancies and refers them to the Supervisor. Monitors electronic service requests and completely and accurately creates work orders for each component of the request. Monitors In-house Construction Inspection requests and accurately and timely schedules this work. Works closely with Bed Management to identify patient room cleaning priority and work load, communicates discharge forecasts, precaution rooms and critical Hospital volume date to EVC management. Monitors discharge bed board and OR cleaning board for EVC and escalates when necessary to supervisors, managers and director of EVC. Communicates room and OR cleaning status to customer and Bed management. Places florescent dots in patient rooms as part of the Environmental Cleaning Monitoring program, scans clinical engineering equipment throughout hospital, including but not limited to patient rooms, ORs and other area's throughout the facility. Utilizes departmental web-based programs for elevator and pneumatic tube requests. Identifies trends which may signify utility failure and notifies technical and departmental leadership. Keeps Supervisor abreast of any trends or circumstances observed that may delay or cause disruptions of service standards.

Competencies:

Education:

Requires a high school diploma or equivalent.

Familiarity with terminology relating to engineering, maintenance, biomedical engineering and environmental services.

Basic knowledge of a variety of computer applications (PC- and network-based), including Windows, departmental e-mail package, maintenance/work order processing applications and web-based programs.

Familiarity with buildings, utilities and clinical units of three campuses: JHH, JHBMC and HCGH.

Extensive understanding of the scope of services provided by JHH Environmental Care (36 shops); JHH Clinical Engineering (5 Teams); HCGH Clinical Engineering (1 team); BMC Clinical Engineering (2 Teams); JHH Engineering Operations (14 Shops); JHBMC Engineering Operations (5 Shops); HCGH Engineering Operations (1 shop).

Requires proficient written and verbal English communication skills, at least on a high school graduate level.

Utilizes excellent verbal customer service skills to efficiently obtain information from customers.

Treats all customers with respect and dignity and informs customers which team will respond and the service standard.

Works with Supervisors to communicate status to customers as necessary.

Applies and integrates knowledge indicated herein.

Ability to use equipment indicated herein.

Possesses the ability to solve problems and manage information indicated herein.

Ability to assess and dispatch departmental resources to address customer's maintenance, biomedical and/or environmental services issues.

Ability to dispatch clearly and effectively via radio. Must speak articulately, clearly and efficiently.

Ability to create written work orders that accurately describe the issue, location and identify the requestor and are assigned to the appropriate shop and shift with the necessary priority.

Interacts professionally with clinical staff, support staff and departmental staff.

Enters time sheets for assigned shops.

Functional computer skills.

E.

Work Experience:

One year experience triaging front line calls. Experience in a hospital, and/or engineering/maintenance/clinical engineering or environmental services environment is preferred.

F.

Machines, Tools, Equipment:

General office equipment such as computers, fax machines, copiers, phones, dispatch radio system. Minimum typing speed requirement is 50 wpm.

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Diversity and Inclusion are Johns Hopkins Medicine Core Values. We are committed to creating a welcoming and inclusive environment, where we embrace and celebrate our differences, where all employees feel valued, contribute to our mission of serving the community, and engage in equitable healthcare delivery and workforce practices.

Johns Hopkins Health System and its affiliates are drug-free workplace employers.