Service Response Center Representative Lead

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.

• 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.

• 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.

• 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.

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:

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.