AIT Service Desk Consumer Support Analyst
at Adventist Health System

Date Posted: 2/28/2017

Job Description



Job:  Information Technology

Organization:  Adventist IT

Shift:  Day

Job Posting:  Feb 27, 2017, 8:50:48 AM

GENERAL SUMMARY:

Our ability to excel depends on the integrity, knowledge, imagination and skill, of each member of our team. To this end, we strive to create an environment of engagement, mutual respect, and growth. As part of our team, you will have the opportunity to collaborate with talented and dedicated colleagues while developing and expanding your career.  The Consumer Support Analyst – Specialized Support Group is a key member of the AIT Service Desk Team and plays a critical role in supporting the growth and development of our consumer centric support model by effectively handling application specific/software support telephone calls from consumers (external) and generating work orders related to facility based equipment issues initiated by clinical and administrative customers (internal). This team will provide assistance to consumers to ensure applications are effectively utilized as designed. Each person is responsible for working to understand and support the needs of individuals using our varied consumer portal products, by performing customer needs assessment, support pull-through activities relative to our consumer support strategy, and ensure that the Adventist Health System is viewed as demonstrating value and better health outcomes to healthcare professionals and their patients.

PRINCIPLE DUTIES AND JOB RESPONSIBLITIES:


•         Creates an exceptional, personalized service experience for each consumer


•         Follows appropriate procedures for both common and urgent consumer issues


•         Demonstrates outstanding attention to detail, ownership, and follow-through


•         Focuses on consumer retention and overall service satisfaction


•         Ability to successfully support all service channels including: a high volume of incoming telephone calls, the management of multiple interactive chat sessions, timely handling of all electronic support requests


•         Demonstrates good judgement and the ability to prioritize both common and urgent system issues and escalates to next level resources as necessary.


•         Effectively provides consultation and education to consumers on the appropriate use of all products within the consumer support model.


•         Demonstrates the ability to think quickly and critically in the researching and testing of system functionality when attempting to duplicate the reported issue.


•         Participation in ongoing training programs related to the expanding scope of support


•         Demonstrated ability to manage change in the environment and within the team’s commitment to service.


•         Adheres to all departmental polices and guidelines regarding necessary documentation of reported issue and resolution steps.


•         Adheres to all organizational guidelines concerning HIPAA and network security policies. Assures the confidentiality and security of all consumer data. 


•         Must have good investigation and problem solving skills.


•         Ability to understand complex software applications.


•         Ability multitask and to excel in a dynamic environment and under the pressure of multiple projects with changing and overlapping timelines for completion


•         Self-motivated individual who can work with minimal direction.


•         Additional duties and responsibilities as assigned.


•         Must like working with others to help them succeed. 


•         Must be willing to continually improve the overall consumer’s experience.


•         Demonstrates the ability to communicate written and verbal information in a clear, logical, organized, and concise manner.


•         Effectively utilizes technology and tools provided such as network printing, faxing, electronic paging, and service vendor communication.  


•         Follows all departmental policies and escalation procedures.


•         Consistently meets or exceeds all departmental performance goals.


•         Keeps current on updated processes, policies and procedures.


•         Demonstrates a willingness to learn new skills and techniques.


•         Remains flexible and adjusts to changes in the work environment.


•         Flexibility to work non-traditional hours (weekends, holidays, split shifts, overtime


•         Performs other duties as assigned or directed to ensure the smooth operation of the department.

The above statements reflect the general duties and responsibilities necessary to describe the principal functions of the job, as identified, and shall not be considered an exhaustive list of job responsibilities which may be inherent to the role as responsibilities are subject to change.

Job Requirements

Specific Knowledge, Skills and Abilities:


•         Excellent interpersonal, written, and oral communication skills.


•         Excellent active listening skills and the ability to ask probing questions, understand concerns, and overcome objections.


•         Strong work ethic and self-starter; able to effectively manage multiple priorities and adapt to change within a fast-paced business environment.


•         Must possess a professional and friendly attitude, and be able to quickly develop a rapport with customers over the phone.


•         Ability to learn and navigate new software applications quickly.


•         Ability to handle customer interactions in a prompt, courteous, and efficient manner.


•         Ability to work in a fast paced environment.


•         Demonstrated ability to type 45 words per minute.


•         Ability to work seated for long periods of time.


•         Ability to demonstrate composure during stressful situations.


•         Ability to speak and/or translate multiple languages.

 

EDUCATION AND EXPERIENCE REQUIRED:


•         Associates degree in related field or relevant work experience.


•         ITIL, HDI and/or other current and relevant certifications.


•         Knowledge of commonly used software applications i.e. Microsoft Office Suite, Internet Browsers, Remote Connection Tools, call center telephone application


•         ServiceNow and/or similar tools


•         Minimum of one year of call center and/or multi-channel technical support experience in a fast paced environment.



EDUCATION AND EXPERIENCE PREFERRED:


•         Bachelor’s degree in related field.


•         Minimum of at least two years of call center and/or multi-channel technical support experience in a fast paced environment.


•         Customer service contact center and/or telephone technical support experience in a fast paced environment.


•         Minimum of at least 1 year of customer support in a healthcare environment.


•         Information Technology Infrastructure Library (ITIL) knowledge:  Incident and Request Management.

Job Snapshot

About Us

About Adventist Health System

Who We Are

We are one of the largest faith-based health care providers in the United States. For 150 years, we have carried on a tradition of providing whole-person care that not only addresses patients' physical ailments, but also supports their emotional and spiritual well-being. We demonstrate the same level of compassion and care for our employees as well, doing all that we can to help them realize their full potential – both personally and professionally.

Who You Are

You are a compassionate, talented professional who wants to work in an environment where you can live out your faith and your values. You are excited about being part of a team that uses the latest technology and medical research to ensure patients receive quality care, but who also recognize that great care is always personal. You enjoy going out of your way to make each patient and their family feel special, and are passionate about guiding them toward optimal health.

Our Community

Our community is global and so is our reach. From coordinating medical mission trips in Ethiopia to planting school gardens in Florida, we are constantly seeking ways to go beyond hospital walls in improving the health of our communities. As a member of our team, you will be encouraged to use your talents in fun, meaningful ways that bring joy and healing to people around the world.

Our Mission

Part of this worldwide network, Adventist Health System was founded in 1973 to support and strengthen the Seventh-day Adventist health care organizations in the Southern and Southwestern regions of the United States. Today it is a national leader in quality, safety and patient satisfaction, comprised of 46 hospital campuses and nearly 77,000 employees.

Although separated by geography, each of our facilities is united by the mission of Extending the Healing Ministry of Christ. Today we continue the tradition of whole-person care by practicing and sharing CREATION Health, a blueprint for living a healthy, happy life based on the principles given in the Bible’s creation story: Choice, Rest, Environment, Activity, Trust, Interpersonal relationships, Outlook and Nutrition.

We provide comprehensive benefits, training and advancement opportunities. We care for our employees as well as we care for our patients.