|The Service Desk Associate I for SW - Communications 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 serve as the principal customer service liaison to multiple clients so strong positive customer service skills are essential and will answer a multi-line telephone system directing our callers appropriately. 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.|
Talent Pool: Administrative & Clerical
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 enter, retrieve and manipulate data.
Monitor codes, 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 caller’s 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
Utilizes hospital electronic medical record to retrieve required patient information and follows HIPAA procedures for communication of information.
|High School Diploma or equivalent, Required|
Preferred: Continued education
|One year in a direct customer service role, Required|
One year working in a call center environment, Preferred
Valid Driver's License | Valid Driver's License