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Providence Health & Services Call Center Representative in Torrance, California


Providence is calling a Call Center Representative (Full time/Day Shift) at Providence Little Company of Mary Medical Center Torrance in Torrance, CA.

We are seeking a Call Center Representative who will report to the Director of Facility Service and is the link between hospital staff and facility service requests for the following departments: Engineering, Maintenance, Bio­ Medical Services, Security, EVS, Dietary, Construction Services, and Regulatory Compliance. All requests will be entered into an electronic data base and then dispatched to the appropriate personnel. Requests will be tracked for timely completion and re-assigned as necessary. All requests are tracked and coordinated and the status of their final completion is communicated to the customer. The Call Center Representative will be responsible for customer service satisfaction and regularly provides satisfaction reports.

In this position you will:

  • Answer phones in an efficient, professional manner

  • Accurately and efficiently enter service requests into an electronic data base

  • Assign priority status to service requests based on a pre-determined criteria (patient safety, emergency, corrective maintenance/unscheduled prevention, and projects/predictable maintenance)

  • Communicate anticipated completion timeframes to caller

  • Run accurate reports as requested and/or needed to assist with ensuring the highest level of timely quality service is being provided

  • Track requests for completion and follows-up on incomplete or delayed requests

  • Develop professional relationship with hospital and department staff to aid in the management of service requests

  • Display a team approach by communicating with others, integrating and accepting ideas, and accepting and offering help to others

  • Documentation/Information Management:

  • Written work is grammatically correct, understandable, complete and appropriate for the intended recipient

  • Work is done in a timely manner

  • Organization of service requests is managed appropriately and timely

  • Communicate in a clear, concise, calm and constructive manner

  • Appropriately evaluate, validate and /or respond when challenged during a verbal conversation

  • Complete assignments on time and accomplishes documented objectives within established time limits with a minimum amount of supervisory follow-up

  • Able to organize and prioritize job duties and work assignments and appropriately delegates work

  • Maintain an organized work area as shown by having orderly chronological orders, files, record keeping, updating of procedures, as well as a neat and clean work space

  • Supervision: Is able to work independently with little supervision

  • Development:

  • Know and demonstrates basic work principals and skills

  • Show willingness to learn new ideas and work skills as evidenced by receptiveness to management initiated changes in department procedures

  • Seek personal challenge and growth through additional assignments and developmental goals

  • Performance Improvement:

  • Apply standards of performance improvement to exceed the needs of the customers and improve services

  • Observe, recognize, evaluate and resolve problems and/or needs as they arise

  • Accountable for decisions/recommendations even when the results are unfavorable

  • Present solutions when presenting problems

  • Recommend viable alternative solutions and implements changes to resolve problems permanently

  • Demonstrate confidence and assurance when facing problems

  • Budgetary:

  • Use work time productively

  • Show good judgment when ordering supplies


Required qualifications:

  • H.S. Diploma or GED

  • 3 years customer service experience

  • 45 WPM typing required

  • Computer proficiency

  • Administrative experience

Preferred qualifications:

  • MPro3 and Meditech experience

About the ministry you will serve:

Providence Little Company of Mary Medical Center Torrance is a 436-bed non-profit hospital that has served the greater South Bay communities of Los Angeles since 1960. We have a reputation for clinical excellence and sophisticated technology while providing care with a personal, healing touch. In addition to the finest general medical, surgical and critical care services, we offer a number of specialty programs including Cardiovascular Services, Women’s and Children’s Health, Oncology, and Emergency Care. We are proud to be named one of the Top 50 U.S. Hospitals for Heart Care by Thomson Reuters, the only community hospital in California to receive this honor. We were one of five hospitals in the United States recognized by American Hospital Association-McKesson for leadership and innovation in quality improvement. We received The Choice Award by AAHCP for Outstanding Customer Service Delivery, and were one of 24 hospitals and health systems in the nation to receive the Premier Award for Quality by the Premier healthcare alliance. As a member of Providence Health & Services, a Catholic-sponsored healthcare ministry, we believe strongly in respecting the dignity of each person, and give special concern to the most vulnerable members of our community.

We offer a full comprehensive range of benefits - see our website for details

Our Mission

As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.

About Us

Providence Health & Services is a not-for-profit Catholic network of hospitals, care centers, health plans, physicians, clinics, home health care and services guided by a Mission of caring the Sisters of Providence began over 160 years ago. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.

Schedule: Full-time

Shift: Day

Job Category: Administrative (Non-Clinical)

Location: California-Torrance

Req ID: 262796