Receives calls to the Health System centralized call center and assists customers with application support. Fulfills customer needs, resolves issues and ensures customer satisfaction.
* Provides primary support for customer facing application support to customers calling into the centralized call center: * Identifies specific customer needs to determine appropriate call handling steps. * Supports customer on how to access and navigate the application * Reports to Application Manager on outcomes and issues of all applications * Provides input for on-going development of training materials, reference guides and job aids. * Uses procedures, policy manuals, knowledgebase and other reference materials to assist in answering various general inquiries and issues. * Triages specific and complex inquiries to appropriate resource. * Documents customer inquiries, issues, transactions and other relevant information into department computer system. * Identifies unusual events or consistent problem areas and addresses with management. Suggests methods to simplify, enhance or update procedures. * Communicates clearly and timely with customers * Performs related duties, as required. * ADA Essential Functions
* High School Diploma or equivalent, required. Bachelor's Degree in Information Technology, or related field, preferred. * Minimum one (1) year training experience or related computer experience in a healthcare environment, required. * Knowledge of healthcare and outpatient facility work-flow processes, preferred. * Familiarity with windows, mac and mobile devices and technologies. * Ability to troubleshoot. * Strong computer, customer service and interpersonal skills, required. * Ability to communicate effectively.
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