ESSENTIAL JOB FUNCTIONS:
Responsible for professional, knowledgeable, and courteous customer communication – verbally and written focusing on empathy, patience, and positivity.
Receives, prioritizes, documents, actively resolves, and provides consistent follow-up on internal and external customer service requests.
Serves as Information Systems primary contact, phone, and email support, having first contact with SLMC’s customers.
Focuses on a positive customer experience in the pursuit of excellent customer service.
Trained on appropriate Epic modules to support customers throughout the organization.
Conducts follow-up communication with customers in a timely manner.
Assists with Information Systems projects as assigned – software and/or hardware.
Provides support to both software and hardware as needed.
Presents recommendation(s) and solution sets to customers; informs customer and leadership of what will be involved in the resolution of tickets/project(s) and documents the process, focusing on the impact on customer experience.
Supports additional modules/systems as needed.
Participates in communication and planning for planned and unplanned downtimes, application support, and optimization.
Provides on-call support as needed.
Communicates effectively with leadership, Providers, management, supervisors, and operational staff, both internally and externally, providing, clarity and feedback, assessing the customers experience.
Rounds/solicits/surveys the organization in assessing the effectiveness of information systems and the impact on the customer experience.
Consistently demonstrates a professional, self-directed approach to cooperative relationships throughout the organization.
Excellent verbal and written communication with peers, co-workers, directors, physicians, office staff, and other departments; works independently and with others.
Ability to adapt to change rapidly; ability to prioritize activities complete tasks in a timely manner.
Participates in after-hours call rotation as needed.
MARGINAL JOB FUNCTIONS:
Performs other duties as assigned.
QUALIFICATIONS:
REQUIRED:
Experience in customer service, front desk, call center or equivalent; ability to organize work and attend to detail; and an ability to work collaboratively across multiple departments and multiple schedules.
Works closely with organizational wide customers, Information Systems and focuses on premier customer experience/service and follow-up with customers.
PREFERRED:
Technical/Associates or Bachelor’s Degree or equivalent level of training/experience; familiar with information technology/systems; healthcare operational and business workflows a plus.
Three (3) years healthcare experience; experience working with Epic Information Systems; Bachelor’s degree in Healthcare Informatics or the like or equivalent level of experience; Technical Information Systems experience and previous customer service training/experience.
TYPICAL PHYSICAL/MENTAL DEMANDS:
Medium physical demands capability required.
Ability to lift ten pounds.
Able to work within time constraints; high stress situations and multiple tasks; ability to maintain a professional attitude and appearance; be courteous to co-workers and patient/family.
Participate and promote teamwork.
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