Support Coordinator

Jo-Ann Fabrics Hudson , OH 44236

Posted 3 months ago

Summary

This team member will join a group of IT professionals focusing on Operations first level support, including trouble identification, information gathering, initial troubleshooting and escalation. This group manages service alerts through automated reporting mechanisms, monitors and user-initiated calls. As a team member within the IT organization, this role will contribute daily to the health and welfare of JOANN Stores IT Systems. Through a mix of daily support and project deliverables, this position will be provided with opportunities for growth that may lead to future advancement. Along with formal training, Lead and Senior team members will provide ongoing direction and mentoring. The Level One Support Coordinator will be supporting and handling IT system issues reported by our store and corporate personnel. Call center operates 18 hours per day, 7 days per week. The successful candidate will have the ability to work a wide variety of shifts (days, evenings, weekends, etc.)

Responsibilities & Competencies

  • Systems Support- Provides support for current production systems Resolves problems and incidents in compliance with established resolution SLA Determines and documents root cause of problem
  • Works to improve systems and processes to enforce simplicity, stability and efficiency.
  • System Process / Monitoring- Supports technical standards and processes, including service methodologies and compliance standards. Proactively monitors environments in order to resolve issues in a timely manner.

  • Incident Management- Ensures timely escalation of issues by documenting the impact and urgency

  • Drive incident and problem resolution, including rationalization and prioritization

  • Capture all appropriate information needed for incidents that are unable to be resolved immediately.

Core Competencies

  • Accountability & Results Orientation - demonstrates a high degree of personal accountability, driving progress in the organization.

  • Communication - proactively shares timely updates and information with peers, supervisor and upper management.

  • Creativity & Innovation - seeks out fresh perspectives and breakthrough ideas that add value to a solution.

  • Customer Focus - applies a consistent approach to serving customers and supports methodologies that meet or exceed established customer service levels.

Education Requirements:

Minumin: Associate's Degree in computer science, business or related field or equivalent work experience

Preferred: Bachelor's Degree in computer science, business or related field

Experience Requirements:
2 years relevant professional experience


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Intake Coordinator LPN Hudson

University Hospitals

Posted 6 days ago

VIEW JOBS 10/9/2019 12:00:00 AM 2020-01-07T00:00 As a Third Party Administrator (TPA) Health Design Plus (HDP) offers customized approaches to help organizations provide high-quality, cost-effective health care to employees. Our core business includes care management, network development and management, claims payment, customer service and benefit support services. At HDP, we are committed to delivering innovative, member-centered solutions for our clients. We partner with employers to design and administer healthcare programs that achieve their goals. Our ability to implement creative new programs and new approaches to population health management has led to successful and sustained relationships with our TPA clients and interest in the wider market place for our non-core programs. Our recent affiliation with University Hospitals of Cleveland, OH (UH) allows us to optimize our organizational strengths and enhance our offerings. At HDP, we value capable and motivated individuals who strive for excellence. If you value a casual dress environment, enjoy a challenge and a fast-paced work setting, we invite you to apply today so you can be part of the HDP team. The Intake Coordinator II functions as the gateway to the Care Management Department. The person in this position is responsible for collecting incoming information from varied sources and involves a combination of customer service capabilities, personal skills in communication, computers, problem solving ability and clinical knowledge. The person must utilize skills and experience to support comprehensive collection and coordination of medical services including making initial coverage determinations and authorizations based on established criteria, screening and referrals to other HDP programs (utilization, case, maternity and disease management). The person in this position will make decisions that are timely, appropriate, follow HDP guidelines while under the direction of a Registered Nurse. * Perform intake of service requests from providers or members received electronically, or via telephone or fax. * Triage and respond to incoming phone calls providing information and assistance to meet the caller's needs. * Access care management documentation systems for data entry and to support the existing programs and processes by collecting information, utilizing appropriate department policies, procedures and guidelines specific to members' eligibility, benefits and contracts. * Protects the confidentially of the member information and adheres to the Company policies regarding confidentiality * Support a team atmosphere. * Participate in department meetings and education in-services. * Identify and refer service requests to the appropriate clinical team member based on established processes. * Consult and accept guidance from appropriate clinical team members. * Document in a standardized format in the care management documentation systems in a timely, accurate and thorough manner. * Demonstrate knowledge of all programs and services available for members and proactively identify and refer cases to the appropriate program or service. * Maintain current professional licensure. * Identified/reports problems to the Manager Position Requirements: * Strong clinical background with a minimum of 3 years experience in a medical office or other clinical setting * Knowledge of medical terminology and ICD9, ICD10, CPT, and DRG codes * Previous managed care or benefits experience desirable * Member advocacy skills and experience * Effective written and verbal communication skills required * Well organized and ability to multi-task essential * Must have fluency in software products used by the company * Telephonic customer service skills Education Requirements: * Licensed Practical Nurse License Requirements: * Licensed Practical Nurse Preferred Qualifications: Equal Opportunity Employer - Minorities/Females/Protected Veterans/Disabled University Hospitals Hudson OH

Support Coordinator

Jo-Ann Fabrics