Customer Service Center II

Berkshire Health Systems, Inc. Pittsfield , MA 01202

Posted 2 months ago

DEFINITION/PRIMARY FUNCTION Customer Service Center Specialist II specialist serves the customer by providing support to staff, patients, and the public on a wide range of problems, issues and questions by determining requirements, answering inquiries, fulfilling requests, maintaining data base and records. This position requires strong communication skills.

Ability to assist all user community requests with resetting minor application passwords, entering requests for service tickets for IT, support services areas and others as needed and escalate to the proper personnel for service when needed. Be able to triage calls for technical assistance by asking appropriate questions to determine need and criticality. Communicate technical information clearly both orally and written.

Must have strong analytical and communication skills as triaging and helping others are vital parts of the job. Must be able to run daily and weekly user status reports, create tickets and network accounts as needed. Must be able end sessions that reside within terminal server clusters.

Provide primary answering service duties and follow up reporting for Health System practices as required by answering calls, relaying messages in a quick, accurate manner while ensuring a positive customer experience. Serves as first call emergency response for the triage of critical and non-critical alerts involving various clinical and non-clinical staff, as well as the city and county emergency response teams. Monitor essential video surveillance displays and facility alarms for employee, public and patient safety.

These include fire, access control, nurse call, medical air and gas systems, medical emergencies and radio transmissions. Must be able to communicate effectively using two way radio and paging systems while maintaining proper protocol. Keep accurate records and logs of these activities and related work as required.

Provide critical information and telecommunication support for all emergency operations. Perform minor custodial maintenance and analysis of problems related to the telecommunication equipment. Must attend communication training and pass a competency test upon completion.

Failure to follow procedures, both verbal and written, can disrupt vital services and jeopardize the health and welfare of patients and staff or have a negative effect on the care given. Optimizes use of resources to effectively and efficiently achieve goals and objectives of the department. Provide assistance and support for other staff, patients, and public as needed.

POSITION QUALIFICATIONS (Minimum qualifications are required unless stated otherwise.) Experience: Three years of telecom experience with multi-line console experience preferred. One year experience providing technical support preferred.

Education and Training: High school diploma or equivalent. Associates degreee in Business or Information Technology preferred. License, Certification


Registration:


Business certification, Comp TIA A+ Technician, MCSE or MOS preferred Other Requirements:
Above average ability to multitask under stressful situations, with multiple distractions around you, while remaining calm at all times.

Basic knowledge of medical terminology preferred.

Basic knowledge of procedures and communication protocols, personal computers and operating systems, Microsoft products and other applications. Ability to speak English in a clear concise manner, be able to listen carefully and communicate.

Demonstrated independent decision making skills, most importantly in emergency situations.

Ability to grasp best practices and company policies and use them as needed. Proven ability to handle complaints, and unpleasant people while remaining calm.

Must be able to receive and relay messages clearly and accurately both verbal and written.

Must be able to follow written directions and procedures and apply them. Demonstrate ability to handle confidential, patient sensitive information, when using computer systems or while speaking to staff, physicians, patients or the public, both inside and outside of the workplace.

Demonstrate ability to follow the tenants of our Customer Service Standards, including maintaining good relations with coworkers, physicians, residents, internal and external departments staff and the general public.

Since a basic staffing level must be maintained at all times flexible scheduling is required. Must be able to work weekends, holidays and other shifts when necessary. Must be able to come to work in adverse weather.
  • DEFINITION/PRIMARY FUNCTION

  • Customer Service Center Specialist II specialist serves the customer by providing support to staff, patients, and the public on a wide range of problems, issues and questions by determining requirements, answering inquiries, fulfilling requests, maintaining data base and records. This position requires strong communication skills.

    Ability to assist all user community requests with resetting minor application passwords, entering requests for service tickets for IT, support services areas and others as needed and escalate to the proper personnel for service when needed. Be able to triage calls for technical assistance by asking appropriate questions to determine need and criticality. Communicate technical information clearly both orally and written.

    Must have strong analytical and communication skills as triaging and helping others are vital parts of the job. Must be able to run daily and weekly user status reports, create tickets and network accounts as needed. Must be able end sessions that reside within terminal server clusters.

    Provide primary answering service duties and follow up reporting for Health System practices as required by answering calls, relaying messages in a quick, accurate manner while ensuring a positive customer experience. Serves as first call emergency response for the triage of critical and non-critical alerts involving various clinical and non-clinical staff, as well as the city and county emergency response teams. Monitor essential video surveillance displays and facility alarms for employee, public and patient safety.

    These include fire, access control, nurse call, medical air and gas systems, medical emergencies and radio transmissions. Must be able to communicate effectively using two way radio and paging systems while maintaining proper protocol. Keep accurate records and logs of these activities and related work as required.

    Provide critical information and telecommunication support for all emergency operations. Perform minor custodial maintenance and analysis of problems related to the telecommunication equipment. Must attend communication training and pass a competency test upon completion.

    Failure to follow procedures, both verbal and written, can disrupt vital services and jeopardize the health and welfare of patients and staff or have a negative effect on the care given. Optimizes use of resources to effectively and efficiently achieve goals and objectives of the department. Provide assistance and support for other staff, patients, and public as needed.

  • POSITION QUALIFICATIONS (Minimum qualifications are required unless stated otherwise.)

  • Experience:

  • Three years of telecom experience with multi-line console experience preferred. One year experience providing technical support preferred.

  • Education and Training:

  • High school diploma or equivalent. Associates degreee in Business or Information Technology preferred.

  • License, Certification & Registration:

  • Business certification, Comp TIA A+ Technician, MCSE or MOS preferred

  • Other Requirements:

  • Above average ability to multitask under stressful situations, with multiple distractions around you, while remaining calm at all times.

    Basic knowledge of medical terminology preferred.

    Basic knowledge of procedures and communication protocols, personal computers and operating systems, Microsoft products and other applications. Ability to speak English in a clear concise manner, be able to listen carefully and communicate.

    Demonstrated independent decision making skills, most importantly in emergency situations.

    Ability to grasp best practices and company policies and use them as needed. Proven ability to handle complaints, and unpleasant people while remaining calm.

    Must be able to receive and relay messages clearly and accurately both verbal and written.

    Must be able to follow written directions and procedures and apply them. Demonstrate ability to handle confidential, patient sensitive information, when using computer systems or while speaking to staff, physicians, patients or the public, both inside and outside of the workplace.

    Demonstrate ability to follow the tenants of our Customer Service Standards, including maintaining good relations with coworkers, physicians, residents, internal and external departments staff and the general public.

    Since a basic staffing level must be maintained at all times flexible scheduling is required. Must be able to work weekends, holidays and other shifts when necessary. Must be able to come to work in adverse weather.

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Customer Service Center II

Berkshire Health Systems, Inc.