Service Center Manager

Service Center Manager is a comprehensive, feature-rich internal support services call center application designed to centralize support service requests and better serve the hospital facility, staff, and patients. Designed to support the needs of patient support services, including Clinical Engineering, Plant Operations, Food and Nutrition Services, Linen Distribution, Environmental Services, Patient Transport, and Technology Services, Service Center Manager manages the entire lifecycle of a service requests from receipt to dispatch to resolution. In the healthcare environment of care, where efficiency and safety are essential to patient care, standardizing and automating the receipt of requests, and incorporating resource intelligence into the dispatch process ensures that requests are responded to in a timely, efficient, and cost-effective manner. More importantly, that no request is overlooked. Consolidate the volumes of internal service requests across the Environment of Care

Give everyone access to easy-to-use request tool
Easy-to-use and always available, this Web-based solution lets any authorized employee quickly create, submit, and review the status of service requests. Designed to facilitate both electronic and phone submitted requests, auto-assigned control numbers start the request management lifecycle of —identification—assignment—dispatch—resolution—and escalation where needed, ensuring no request is overlooked.

Efficiency and Productivity for Service Departments
Manage service operations with speed and efficiency. Service personnel have instant visibility into open requests, their urgency, date, time, location, modality or request type, and the latest action taken to respond to or resolve a request. Real-time visibility helps speed resolution benefiting the requester, the hospital, and ultimately the patient—all of which have a positive impact on hospital operating resources and costs.


Seamlessly Create Work Orders
Immediately create a Work Order or link to an existing Work Order, eliminating the need for duplicate data entry or lost requests. Connectivity to asset and equipment data via St. Croix's Asset Manager Solution aids in determining if request is assigned to an internal resource or a contracted third party. Seamless connectivity results in fewer phone calls, less duplication of efforts, and faster resolution.


Optimize workforce scheduling
Access to worker schedules is instantly visible and managed through a comprehensive dashboard populated according to skill level, specialty, location, and availability. Individual employees can manage availability according to working hours, scheduled meetings or training, personal time off, job status, and time worked. A defined hierarchy of resources facilitates dispatching and auto-escalation alerts to ensure requests are responded to in a timely manner.


Measuring Service Performance
Maximize utilization of equipment and resources while delivering a high-level of service to employees and patients. A single-source for accepting, tracking and responding to requests captures consistent and measurable metrics including response time, performance time, deployment costs, third-party performance, escalation instances, and workforce coverage. Use this data to demonstrate departmental value or to provide detailed reports to external regulatory bodies such as JCAHO or FDA.

Features and functionality of Service Center Manager
Aligning Resources to Assets
  • Multi-entity, multi-department capabilities
  • Extensive routing options according to Work Center (Clinical Engineering, Facilities, Sterile Processing)
  • Available 24x7x365
  • Flexible assignment and re-assignment of resources
  • Assign by modality, specialty, location, facility, device type, department, work center, and more
  • Assign external resources according to third-party service contracts
  • Set worker rankings to prioritize workers for specific assets

Worker Scheduling
  • Built-in calendar for logging worker schedules
  • Schedule dashboard giving immediate visibility to worker schedules and availability
  • Customizable urgencies and escalation time periods

Vendor Management
  • Escalate to vendors and log actions related to vendor work
  • Manage vendor acknowledgements
  • Manage and approve vendor involvement
  • Include vendors as a component of available resources
  • Access and view contract terms and equipment warranties

Work Orders
  • Automatic work order creation
  • Ability for a dispatcher to review work order notes and other work order details
  • Progress on work orders reported back to dispatchers

Leveraging Communications
  • Single-point of entry for all web-phone requests
  • Email
  • Pagers
  • PDA's
  • Cell Phones
  • Quick-page feature for broadcast page/email in emergency situations

Reporting
  • Availability of request list report for listing requests by a variety of criteria
  • Responsiveness report to show trends in response times
  • Availability report to show individual worker and team calendars
  • Ability to create custom reports

Administrative Features
  • Custom field labels
  • Ability to create user defined fields
  • Advanced search capabilities
  • Filtering capabilities
  • Log notes, customer issues, vendor notes
  • Customizable filters allow for monitoring requests meeting specific criteria (i.e. emergency requests, specific facility requests)
  • Method for managing and assigning requests when control number is unknown
  • Anonymous login option for electronic submission of requests by nurses and others
  • Various security options to customize the access rights of each user