JOB DESCRIPTION: Facilitates Service Operations workflow by handling escalated issues and resolving problems impacting service goals. Acts as a resource for Service Assistants and Service Operation Specialists to provide technical and operational support. Processes requests for the Emergency Code pages that alert responders to patient and life safety issues. Provides directory assistance, paging, answering and messaging services, and general information for staff and the general public.
Responsible for resolving any open answering service cases, and provides after hours answering services for medical staff and other critical on call functions to ensure continuity of care. Retrieve and relay closed answering service cases for further follow up instructions when requested including .
Receives and researches escalated calls from all levels of Service Operations Specialists. Handles challenging calls to resolve issues; escalates to Leadership for assistance if needed.
Acts as paging escalation contact for all levels of Service Operations. Troubleshoots staff pager issues; confirms and updates staff pager status to maintain communications, and completes paging requests to connect doctors, patients, and staff.
Serves as backup to Applications Analyst to make requested Amcom (SPOK) real time data changes to update directories, profiles, and on call calendars. Backup to Applications Analyst as a vendor and support contact for open issues.
Assist Service Operations Specialists to resolve complex problems and engages leadership as needed, work with Service Operations specialist to improve skills and refine techniques; acts as a resource for Service Operation Specialists to provide technical and operational support; completes delegated assignments to support staff projects and initiatives.
MINIMUM QUALIFICATIONS: High School Diploma or equivalent. Four years of call center (Healthcare preferred) experience or similar environment. Advance MS Office Suite skills. Advance proficiency on multi-line phone and ACD system.
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