Description

Job Summary

Provides Level 1 support to customer’s requests. Solves requests such as password resets, common software application (including systems applications), and hardware related issues. Provides first contact with customer to analyze, troubleshoot, and resolve or escalate. Performs basic systems build and customer callbacks.

Essential Job Functions

• Call Processing

• Processes telephone calls promptly, accurately, efficiently and courteously.

• Creates and sends messages that are legible and accurate.

• Projects a positive voice image to customers, keeping in mind the tone, inflection and enunciation to all callers.

• Communications Skills

• Interacts with individuals using words and language appropriate to their level of understanding.

• Assists with the distribution of pertinent information throughout the system.

• Maintains positive interdepartmental relationships.

• Demonstrates positive verbal communication skills including active listening.

• Prepares written materials using correct grammar, spelling, punctuation and format.

• Customer Service Skills

• Keeps a "smile in your voice" with all internal / external callers.

• Maintains a positive attitude with staff and customers.

• Assures that customer needs are met in a timely fashion.

• Keeps the patient in mind.

• Other duties as assigned.

Specialty Essential Functions

• Support Center Support

• Answers incoming calls, intranet/email requests, providing immediate solutions to standard issues 50% of the time.

• Researches, resolves and responds to incoming issues in a timely manner.

• Partners with IT teams to expand the knowledgebase solution.

• Accesses knowledge base to aid in problem resolution.

• Escalates problems when appropriate, utilizing Support Center Tracking software to manage problem identification, escalation, and resolution.

• Calls customers to assist them with signing up for portal access.

• Timely follow ups with customers to make sure problem/request was handled or to notify them of changes in status to their open trouble tickets

• Keeps informed and current with all procedures for systems and equipment, ensuring that documentation in Best Solutions Knowledge Base is up-to-date and accurate.

• User Management

• Provides instruction to end-user in the use of hardware, personal computer operating systems, and approved software products.

• Demonstrate exemplary customer service communications

• Conduct all oral communications in a delightful, clear, concise, courteous, respectful, and pleasant manner.

• Build customer confidence in information services by demonstrating open mindedness, good listening, and empathy for customer situations.

• Deliver all information services to customers in accordance with organizational goals and strategies.

• Identify urgency of customer needs and respond accordingly.

• Provide frequent feedback to customers on the status of their requests.

Required Qualifications

• Associate's Degree or higher in Information Technology or related field OR pursuing associate degree and completion within 18 months of hire or transfer into position.

• Three (3) years of experience in customer service.

• Strong leadership ability, good organizational skills, independent and critical thinking skills, sound judgment.

• Strong ability to communicate complex and/or controversial topics and concepts to a wide and diverse audience.

• Proficient on a PC and Related Software (Microsoft Office, Windows).

• Exceptional troubleshooting skills

• Analytical and detail oriented

• Must possess vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone.

Preferred Qualifications

• Clinical Knowledge

• Medical Terminology

• Auditing Electronic Records

• Testing Computer Systems

License, Certification & Clearances

• Act 34-PA Criminal Record Check from the PA State Police system

Supervisory Responsibilities

• This position has no direct supervisory responsibilities, but does serve as a coach and mentor for other positions in the department.

Position Type/Expected Hours of Work

• Incumbent will be scheduled based on operational need (rotate shifts, standby, on-call, etc.).

• Travel may be expected locally between Excela Health locations.

LEAN

• Actively promotes a Lean work culture by performing team member duties to encourage consistent use of LEAN principles and processes, including continually seeking work process improvements. Recognizes the necessity of taking ownership of one’s own motivation, morale, performance and professional development. Strives for behavior consistent with being committed to Excela’s missions, vision and values.

AAP/EEO

• Excela Health is an Equal Opportunity Employer. It is the policy of Excela Health to prohibit discrimination of any type and to afford equal employment opportunities to employees and applicants, without regard to race, color, religion, sex, national origin, age, marital status, non-job related disability, veteran status, or genetic information, or any other protected class. Excela Health will conform to the spirit as well as the letter of all applicable laws and regulations.

• Ability to perform the Essential Functions listed on the Physical Conditions and ability to perform the Essential Functions on the Working Condition chart below.

Work Environment

Effective March 2020 or during pandemic: goggles, face shield and mask are required according to CDC guidelines

When lift requirement is in excess of 50#, lift assistance (2 person) and/or transfer device is required.

Essential – Absolute Necessity.

Marginal – Minimal Necessity.

Constantly – 5.5 to 8 hours or more or 200 reps/shift.

Frequently – 2.5 to 5.5 hours or more or 32-200 reps/shift.

Occasionally – 0.25 to 2.5 hours or 2-32 reps/shift.

Rarely – Less than 0.25 hours or less than 2 reps/shift.

Physical Condition

Essential

Marginal

Constantly

Frequently

Occasionally

Rarely

Never

Extreme Heat

X

Extreme Cold

X

Heights

X

Confined Spaces

X

Extreme Noise(>85dB)

X

Mechanical Hazards

X

Use of Vibrating Tools

X

Operates Vehicle (company)

X

Operates Heavy Equipment

X

Use of Lifting/Transfer Devices

X

Rotates All Shifts

X

8 Hours Shifts

X

X

10-12 Hours Shifts

X

X

On-Call

X

Overtime(+8/hrs/shift; 40/hrs/wk)

X

X

Travel Between Sites

X

X

Direct Patient Care

X

Respirator Protective Equipment

X

Eye Protection

X

Head Protection (hard hat)

X

Hearing Protection

X

Hand Protection

X

Feet, Toe Protection

X

Body Protection

X

Latex Exposure

X

X

Solvent Exposure

X

Paint (direct use) Exposure

X

Dust (sanding) Exposure

X

Ethylene Oxide Exposure

X

Cytotoxic (Chemo) Exposure

X

Blood/Body Fluid Exposure

X

Chemicals (direct use) Exposure

X

X

Mist Exposure

X

Wax Stripper (direct use)

X

Non-Ionizing Radiation Exposure

X

Ionizing Radiation Exposure

X

Laser Exposure

X

Physical Demands

When lift requirement is in excess of 50#, lift assistance (2 person) and/or transfer device is required.

Essential – Absolute Necessity.

Marginal – Minimal Necessity.

Constantly – 5.5 to 8 hours or more or 200 reps/shift.

Frequently – 2.5 to 5.5 hours or more or 32-200 reps/shift.

Occasionally – 0.25 to 2.5 hours or 2-32 reps/shift.

Rarely – Less than 0.25 hours or less than 2 reps/shift.

Physical Condition

Essential

Marginal

Constantly

Frequently

Occasionally

Rarely

Never

Bending (Stooping)

X

Sitting

X

X

Walking

X

X

Climbing Stairs

X

X

Climbing Ladders

X

Standing

X

X

Kneeling

X

Squatting (Crouching)

X

Twisting/Turning

X

Keyboard/Computer Operation

X

X

Gross Grasp

X

Fine Finger Manipulation

X

Hand/Arm Coordination

X

X

Pushing/Pulling(lbs. of force)

X

Carry

X

Transfer/Push/Pull Patients

X

Seeing Near w/Acuity

X

X

Feeling (Sensation)

X

Color Vision

X

X

Hearing Clearly

X

X

Pulling/Pushing Objects Overhead

X

Reaching Above Shoulder Level

X

Reaching Forward

X

X

Lifting Floor to Knuckle

X

<10#

Lifting Seat Pan to Knuckle

X

Lifting Knuckle to Shoulder

X

Lifting Shoulder to Overhead

X

When lift requirement is in excess of 50#, lift assistance (2 person) and/or transfer device is required.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)