Customer Service Lead

This a a wonderful opportunity for a Customer Service Clerk Leadto be part of a Magnet recognized community hospital, where our mission is to put patients first in everything we do. AtLowell General Hospital we strive to be one of the best community Hospitals in America and our Customer Service Clerkswill play a crucial part in accomplishing this pursuit.The Customer Service Lead Clerk performs/supervises services in the Service Response Center according to the policies, procedures, philosophy, and objectives of the department and hospital.

Hours: 40 Hours per week / Full-Time

11:00am-7:30pm shift times with every other weekend and every other holiday shifts required

Location: Lowell General - Main Campus

Job Overview

This position is responsible for quality service excellence audits, monthly equipment and safety inspections, inter-department customer relations (SRC ASCOM) and supervision of Service Tracking to maintain inpatient testing flow. This position will also perform various other tasks to aid the shift they are assigned to by the ES department. Including covering shift positions when the department has scheduling constraints.

Job Description

Minimum Qualifications:

1. High School Diploma or Equivalent.

2. One (1) year of related experience.

Preferred Qualifications:

1. Three (3) years of related experience.

Duties and Responsibilities: The duties and responsibilities listed below are intended to describe the general nature of work and are not intended to be an all-inclusive list. Other duties and responsibilities may be assigned.

1. Performs beginning and end of shift lead checklist and completes equipment rounding.

2. Carries the Transport Lead Ascom and Service Tracking alert pager to support patient flow.

3. Ensures the IVR phone system is followed by shift staff when taking requests from Service Tracking.

4. Performs monthly safety and equipment inspections to maintain compliance with regulatory standards. (TJC, DPH, IC).

5. Supports Management with department process improvement projects and initiatives.

6. Performs monthly Quality Service Excellence Audits.

7. Performs daily transport walk log inspections and maintains documents on file.

8. Analyzes Service Tracking patient flow daily and prioritizes requests based on SLA's.

9. Participates in ES/Transport Monthly Safety Committee.

10. Coordinates and follows up on Transport equipment repairs with Facilities/BioMed to ensure Environment of Care readiness.

What We Offer:
* Competitive salaries & benefits that start on day one!
* 403(b) retirement plan with hospitalmatch
* Opportunities for growth
* Tuition reimbursement
* Free on-campus parking

About Lowell General
For more than 125 years, Lowell General has served the Greater Lowell community with pride. We balance the first-rate care of a premier medical center with the warmth of a four-time Magnet-recognized community hospital. As a member of our team, you'll join over 3,000 dedicated care providers to offer complete, connected care, when and where patients need it most.

Magnet Designation:
TheAmerican Nurses Credentialing Center(ANCC) honored Lowell General Hospital withMagnet Recognitionfor excellence in nursing care, our fourth designation achieved in March 2025! The Magnet Recognition Program recognizes healthcare organizations dedicated to nursing excellence, professionalism, and patient-focused care. It is the highest level of recognition an organization can receive for providing the very best quality in patient care. Only nine percent of hospitals in the United States have achieved Magnet status and fewer than one percent of hospitals have achieved a fourth consecutive Magnet designation.