The Service Desk Associate will is a frontline contributor to the customer satisfaction through fostering collaboration among and between team members as well as other support service departments. The Analyst will communicate with and dispatch a wide variety of customer service requests to the department?s staff that the call center supports. The analyst will serve as the principal customer service liaison to multiple clients so strong positive customer service skills are essential. In addition, the associate may be responsible for the life safety and communications hub for our patients, visitors and employees in the health system. This position is system critical and staffed system wide 24 hours a day, 365 days a year to include holidays, weekends and inclement weather.
This role is 2nd shift 3p-11p. Talent Pools: Corporate Services/Professional
Continuously observes performance monitors and reports problem areas by responding to system messages as quickly as possible. Demonstrates ability to respond appropriately (calmly and efficiently) to internal and external disaster drills. Prioritizes calls and maximizes utilization of available personnel according to urgency of work requested.
--------------------------------------------------
Continuously utilizes various communication tools, computers, and software to complete daily work to include: Various office product systems; deciphering information for data input into one of the following computer software applications; ST, Minuteman, Facility Center or other SRC programs as may be determined; deciphers information for data input into ticketing programs as may be determined; and provides troubleshooting and incident ticketing for calls on IT support.
--------------------------------------------------
Manage customer inquiries utilizing technical applications such as EPIC, Cone Connects, AMION, and SPOK
--------------------------------------------------
Monitor alarms, status boards, emergency phones, email, and daily status checks for any abnormities. Maintains detailed documentation.
--------------------------------------------------
Provides excellent customer service by answering calls in a courteous, respectful and professional manner. Identifies caller•s needs by asking questions to interpret, analyze and anticipate the callers situation in order to resolve problems, route requests or initiate emergency dispatch. Takes initiative to address callers concerns and complaints.
--------------------------------------------------
Stays abreast of procedures, policies and events occurring across the multiple campuses in the health system. Updates call reference materials based on changes in telephone and pager numbers.
--------------------------------------------------
Utilizes hospital electronic medical record to retrieve required patient information and follows HIPAA procedures for communication of information.
--------------------------------------------------
EDUCATION: High School Diploma or equivalent, Required
Associates, Preferred
Preferred: Continued education
EXPERIENCE: One year in a direct customer service role, Required
One year working in a call center environment, Preferred
LICENSURE/CERTIFICATION/REGISTRY/LISTING: REQUIRED
Valid Driver's License | Valid Driver's License
PREFERRED
