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Description

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Entity: Corporate Services

Department: Contact Center PAH

Hours: Hybrid, Day Shift

The User Support Specialist of Corporate Operator Services (COS) provides support to the Manager and Lead Operator System Coordinator within the three-shift 24/7 Contact Center for the University of Pennsylvania Healthcare System (UPHS). The position handles data requests and reports for both internal and department use to aid in decision-making. They assist with transferring HR feed updates into the MediCall database and research data sources to verify information validity for MediCall database updates.

The User Support Specialist assists the Lead Operator System Coordinator with technical issues at the Main Office and Disaster

Recovery site and assists with monthly MediCall server reboots. In addition, the position manages and keeps reconciliation of all Contact Center laptops and manages/updates the COS SharePoint page. S/he assists with retrieving agent calls upon request by departments for review and troubleshoots/offers solutions for project needs.

This position also enters and reviews data and editing queries within the SPOK/MediCall database.

The User Support Specialist must display a high degree of reliability, initiative, and decision-making ability. They must think quickly, critically, and carefully in troubleshooting and resolving system user issues. The position requires focused attention to details and accurate data entry, review, and edits. The System User Support Specialist must have a clear and concise communication style. They must remain calm and display human qualities of empathy, compassion, kindness, and patience. The System User Support Specialist must exemplify Penn Medicine Core Values, a collaborative team spirit, and the ability to think creatively. This position requires proficiency in the use of the Contact Center's communication technology (e.g., SPOK, MediCall, eNotify, WebXchange, QGenda, Avaya, Online Phone book, Athena and Medview).

Accountabilities

Internal Clients:

• Ensures that internal entity clients find COS Contact Center services supportive and cost effective.

• Ensures internal entity clients are aware of services offered.

External Clients:

• Reviews UPHS and department service standards annually.

• Ensures ease of access in obtaining a Communication Specialist in the Contact Center

Handles data requests and reports for internal usage and for departments to aid in decision-making.

Completes several supports activities related to the MediCall database, including:

• Assists with transferring HR feed updates into the MediCall database.

• Researches data sources to verify validity of information in order to update MediCall database.

• Assists Lead Operator System Coordinator with monthly MediCall server reboots.

Assists Lead Operator System Coordinator with technical issues at main office and at disaster recovery site.

Manages and keeps reconciliation of all Contact Center laptops.

Manages and updates the COS SharePoint page.

Assists with retrieving agent calls upon request by departments for review.

Troubleshoots and offers solutions for project’s needs.

Creates, edits, and reviews database queries

Performs basic data entry functions related to practice/department on-call schedules.

Collects database update forms from COS employees, reviews for accuracy, and confirms questionable/missing data.

Contacts UPHS clinical practices, departments, and physicians to obtain accurate demographic and office information.

Manages information flow to all appropriate entities and individuals including changes and updates; coordinates and distributes COS information to the appropriate UPHS personnel.

Creates, edits, and runs standard database reports that support UPHS requests.

• Develops reports to illustrate the utilization of Corporate Operator Services and resources.

• Proofs the reports and information on an ongoing basis to assure utmost accuracy.

Develops/maintains an accurate filing system; records/reports outstanding incidents, and issues appropriate paperwork.

Performs special data projects and other duties as directed by COS Contact Center Manager.

Recommends improvement work processes, systems, as relevant and appropriate.

Performs duties in accordance with Penn Medicine and entity values, policies, and procedures

Other duties as assigned to support the unit, department, entity, and health system organization

Minimum Requirements

Required Education and Experience

3+ years of Customer Service Experience is required

Experience in hospital communication console systems, databases, etc. is required

Previous experience in troubleshooting and technical support of system users

Previous experience in a Healthcare setting

Previous experience at Penn Medicine

Required Skills and Abilities

Attentive to details and to accurate data entry, review, and edits

Able to think critically and carefully in troubleshooting and resolving system user issues

Able to think quickly and use a clear and concise communication style

Demonstrates initiative, judgment, and creative thinking

Exercises judgment in dealing with sensitive and confidential information

Has a professional telephone voice and manner, good diction, and acceptable grammar

Able to respond to priority requests and meet deadlines

Able to read, understand, and follow verbal and written instruction

Able to work within a busy, stressful, patient-focused environment; willing to assist co-workers when needed

Demonstrates discretion when selecting pertinent data from multiple data sources

Recommends improvement work processes, systems, as relevant and appropriate

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Live Your Life's Work

We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.

REQNUMBER: 272965