We offer a flexible work environment that includes the opportunity to work remotely

Baystate Health, a nationally recognized leader in healthcare quality and safety, and home to our Call Center. Baystate’s Call Center, located in Holyoke, MA, supports our Baystate Medical Practices, the largest multispecialty group in the region. We are seeking a Command Center Coordinator to join our team!

SCHEDULE:

• Per diem. The more availability the better!

• Flexible schedule. M-F between the hours of 7am-5pm. No weekends or Holidays.

LOCATION :

• Holyoke, MA

DEPARTMENT DESCRIPTION:

• A tight-knit and dynamic team

• Supportive Leadership

• Opportunities for Growth

RESPONSIBILITIES:

• Oversees the Command Center daily. Includes answering Command Center phone line, sick line, shared Command Center email box and responding and providing support and assistance to on site and remote agents with a variety of technical and departmental needs.

• Assists with navigation and technical support within Genesys applications. Knowledge of Genesys Administrator to assist with assigning skills, resetting passwords, and troubleshooting agent configuration and assignment.

• Identify, troubleshoot and rectify system issues. Monitor issues for resolution, providing timely and appropriate feedback to all affected parties.

• Monitor and support intraday operations for the Service Center. Ensures consistent coverage of Command Center. Make adjustments to intraday staffing assignments and schedules in response to unplanned events to ensure that product line teams meet intraday service level and productivity goals.

• Advise and assist Access product line management in system use to optimize agent performance and service levels and to ensure call routing meets business needs.

• Assist with maintaining hardware inventory and desktop applications inventory to ensure applications and hardware meets end user requirements.

• Assists with requests for Access hardware distribution for all staff including maintenance and replacement.

• Communicates effectively with all levels of leadership regarding requirements necessary for successful remote work and performance.

THE ADVANTAGES OF WORKING WITH BAYSTATE!

• Excellent Compensation High-quality, low-cost medical, dental and vision insurance

• Generous PTO – up to 25 days in the first year, with scheduled earned increases

• Continuing education support and reimbursement

• First Time Home Buyers Financial Packages

• Farm Share Memberships

• 403b retirement company match & annual company contribution increase based on years of service

• Free money coach advice from a certified professional

• Wellbeing programs that include but are not limited to mental, physical, and financial health

• Pet, home, auto and personal insurance

• Life insurance

• Reimbursement for a variety of wellbeing activities, included but limited to gym membership and equipment, personal trainer, massage and so much more!

• Wellbeing programs that include but are not limited to mental, physical, and financial health

Baystate Health, western Massachusetts’ only academic center and tertiary care provider has a long and proud tradition of continuous learning and improvement. We educate and train hundreds of healthcare workers every year and advance knowledge about new approaches to care. At Baystate Health we know that treating one another with dignity and equity is what elevates respect for our patients and staff. We are committed to increasing diverse representation across our organization. Together our inspired and compassionate teams manage the whole health needs of all communities in need.

QUALIFICATIONS:

Requirements:

High School diploma or GED

Preferred Experience:

Prefers 3-5 years' experience with telephony application/software for contact center. Strong understanding of customer service technical solutions including Genesys and Salesforce. Must be organized and demonstrate superior communication and customer service skills. Is adaptable to changes in requirements of role and reports as related to the evolution of healthcare including healthcare reform.

Advanced knowledge of computer systems and applications to include Contact Center management and telecommunications and Microsoft Office suite of applications.

Ability to work well independently and as a team member.

Experience in cloud-based solutions and an assiduous attention to detail.

Strong computer skills (MS Office: Word, Excel, Power Point, Tableau, and Salesforce ) required and have awareness of Cerner, Centricity, Infoview and Business Intelligent software.

We strive to be the place where we can help you build the career you deserve – apply today – YOU belong at Baystate!

OUR COMPENSATION PHILOSOPHY

We offer competitive total compensation that includes pay, benefits, and other recognition programs for our employees. The base pay range shown above considers the wide range of factors that are considered in making compensation decisions including knowledge/skills; relevant experience and training; education/certifications/licensure; and other business and organizational factors. This base pay range does not include our comprehensive benefits package and any incentive payments that may be applicable to this role.

You Belong At Baystate

At Baystate Health we know that treating one another with dignity and equity is what elevates respect for our patients and staff. It makes us not just an organization, but also a community where you belong. It is how we advance the care and enhance the lives of all people.

DIVERSE TEAMS. DIVERSE PATIENTS. DIVERSE LOCATIONS.

Education:

GED or HiSET (Required)

Certifications:

Equal Employment Opportunity Employer

Baystate Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, genetic information, disability, or protected veteran status.

Ab out Baystate Health

Baystate Health (BH) is one of New England’s leading and largest integrated health care organizations, serving a population of nearly one million people throughout western New England. With roots dating back to the founding of Springfield City Hospital in 1873, Baystate Health has been providing high-quality and compassionate health care in western Massachusetts for more than 145 years. With more than 12,000 employees, a medical staff of nearly 3,100 physicians, and a net patient service revenue of more than $1.4 billion, the ever-growing health system includes five Massachusetts hospitals and the Baystate Mary Lane Outpatient Center in Ware:

• Baystate Medical Center in Springfield

• Baystate Children’s Hospital (located at Baystate Medical Center)

• Baystate Franklin Medical Center in Greenfield

• Baystate Wing Hospital in Palmer

• Baystate Noble Hospital in Westfield