Under little or no supervision has primary responsibility for providing the single point of customer contact, support or resolution of complex inquiries, requests, and problems arising from software/hardware of all supported TIS systems. Acts as a subject matter expert on products, applications, and technical standards and provides related support and training. Responsible for a shift or a functional group of analysts within the IS Service Center and provides a review of statistical data to identify, diagnose and recommend opportunities for process and performance improvement.
Knows, understands, incorporates and demonstrates the mission, vision and values of Trinity Health in leadership behaviors, practices and decisions.
Serves as a role model for addressing all customer inquiries (e.g. phone, email, self-serve, and voicemail, etc.) promptly and within a specific timeframe in order to ensure a defined level of service and availability is provided to all customers. Provides coaching and appropriate training to staff on correct call handling procedures. Escalates complex issues to appropriate teams, outside of IS Service Center, for additional support as needed.
Provides first tier problem resolution support regarding various computer applications, resetting passwords, activating print queues, resetting printers/terminals and providing user education for all TIS supported systems and telecommunications. Provides advanced knowledge and expertise of most applications/systems; trains, mentors and supports staff as needed. Serves as second tier contact and support within the IS Service Center.
Mentors other analysts on methods to improve listening skills, troubleshooting techniques, understanding and anticipating the needs of clients and providing appropriate recommendation ns for issue resolution. Consistently conveys information in a positive, professional, effective and clear manner in individual and group settings and situations. Translates highly complex IS information to non-technical individuals in a call center/command center environment.
Acts as subject matter expert in the use of available resources in order to resolve all issues and train staff on the appropriate use of tools and techniques to improve resolution of customer issues. Documents issues in the call tracking system utilizing clear and concise problem descriptions; reviews documentation of staff for completeness, accuracy and efficiency and makes improvement suggestions as needed.
Actively supports defined departmental policies, procedures and processes in a team environment.
Maintains a working knowledge of applicable Federal, State and local laws/regulations; the Trinity Health Integrity and Compliance Program and Code of Conduct; as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behavior.
A Bachelor's degree in Computer Science, Information Systems or vocational training and certification in computers or equivalent combination of education and experience in a related field is required.
Leadership experience in the call center environment and a demonstrated understanding of the importance of time/call management skills and experience utilizing call tracking and ACD systems are required.
A minimum of four (4) years customer service experience is required.
Proven experience in facilitating Command Center activations and downtime procedures.
A high level of proficiency in the use of computers in order to provide initial system telephone support service. Experience utilizing a call-tracking tool.
A minimum of six (6) years' experience providing basic support and the understanding of IS systems, PC and/or Microsoft applications, mainframe, midrange, WAN, telecommunication and various clinical applications in a call center environment is preferred. An understanding of the interactions between system components is desired.
Knowledge of Core Applications: Cerner, Healthquest, Lawson, PeopleSoft, and Kronos, etc. is strongly preferred.
A solid understanding of the use of Remote Control tools to assist customers is required.
Strong technical writing skills required.
Well-developed typing/keyboard skills required (40 WPM).
Must be able to operate effectively in a collaborative, shared leadership environment.
Must possess a personal presence that is characterized by a sense of honesty, integrity and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals and values of Trinity Health.