Description

Description

Job Summary

Coordinates daily administrative and operational work for the Facilities Department by managing intake, prioritization, assignment and follow-up of Service Now work order system requests. Serves as a central point of contact for emergency and non-emergency facilities issues, ensuring timely communication, escalation, and dispatch based on established priority levels and operational impact. Maintains departmental logs, compliance documentation, and shift handoff records. Supports preventive maintenance scheduling follow-up, vendor and contractor badge documentation, purchase requisitions, invoice inquiries, office supplies coordination, and prepares routine productivity, medical gas, work orders and readiness reports. Assists with outage communications, inspections readiness, and customer service follow-up to support safe, efficient, and compliant facilities operations across the organization.

Job Specific Duties

• Coordinates a high-volume incoming call center function by receiving, triaging, prioritizing, and routing facilities-related calls in a professional respectful and customer-focused manner. Creates, updates, monitors and distributes work orders in the proper electronic system. Helps ensure requests are accurately documented, appropriately assigned and tracked through completion, and provides customer service, status updates, and service recovery when appropriate.
• Coordinates emergency communications and dispatches mechanics for urgent as needed issues including emergency work orders, fire alarms, elevator entrapments, and similar events. Communicates all crisis conditions to Leadership following the emergency tree call out process.
• Complies, validates and distributes monthly work order productivity report and response report to Leadership for review, follow up and operational planning.
• Assists visitors and vendors with directions on how to get to NCHS facilities.
• Receives and relays commands, information, and requests using two-way radios; performs daily radio checks with mechanics and supervisors to support communication readiness.
• Completes shift handoff checklists and maintains comprehensive documentation of life safety events, utility management interruptions, alarms, major issues, and other significant operational occurrences. Ensures all events are accurately recorded in the appropriate logs, including the Events Compliance Log, and follows through on related notifications and required actions. Additionally, maintains an organized and up-to-date filing system.
• Assists with requisitioning of purchase orders coordinating office supplies inventory and supporting routine invoice and receipt follow-up for each departmental purchase.
• Coordinates vendors and contractors badge request documentation, compliance records, access-related paperwork and renewal follow ups.
• Promotes participation in NCHS special events and activities. Coordinates departmental special events and activities.
• Coordinates follow-up for preventive maintenance scheduling, vendor visits, open service requests, open work orders, response times, and aging items; follows up with facilities staff, vendors, and requestors regarding status, delays, and completion updates to support timely completion and continuity of operations.
• Supports planned outage and utility interruption communications by helping prepare notices, update affected departments and maintain documentation of event timelines and recovery status.
• Assists readiness for inspections, audits, and accreditation review by organizing facilities documentation, logs and support materials.
• Serves on the Disaster Readiness Team and Hurricane Team A/B.

Qualifications

Minimum Job Requirements

• 1-3 years of experience in facilities operations, hospital operations, dispatch, service coordination, or related operational environment
• Prior Customer Service experience

Knowledge, Skills, and Abilities

• Associate degree in business, facilities, healthcare administration, or related field is preferred.
• Able to comprehend verbal and written instructions and communicate clearly with leaders, staff, vendors, contractors, patients and visitors.
• Able to relate cooperatively and constructively with vendors, contractors, coworkers and other stakeholders while supporting a customer-focused environment.
• Ability to prioritize competing requests, apply established escalation protocols, and use sound judgement when issues affect life safety, patient care, or business operations.
• Excellent customer service, follow-up, and recovery skills with strong attention to detail.
• Computer literate and able to learn new software, electronic work order systems and reporting tools.
• Proficient in Microsoft Office, including outlook, word, and excel, with the ability to prepare routine reports and mainatain accurate records .

Job:

Clerical/Administrative

Department:

FACILITIES-OPERATIONS-2100-834001

Job Status:

Professional