Able to promptly answer support related emails, phone calls and other electronic communications
Self-motivated and detail-oriented
Competencies
Satisfactorily complete competency requirements for this position.
Responsibilities of all employees
Represent the Company professionally at all times through care delivered and/or services provided to all clients.
Comply with all State, federal and local government regulations, maintaining a strong position against fraud and abuse.
Comply with Company policies, procedures and standard practices.
Observe the Company's health, safety and security practices.
Maintain the confidentiality of patients, families, colleagues and other sensitive situations within the Company.
Use resources in a fiscally responsible manner.
Promote the Company through participation in community and professional organizations.
Participate proactively in improving performance at the organizational, departmental and individual levels.
Improve own professional knowledge and skill level.
Advance electronic media skills.
Support Company research and educational activities.
Share expertise with co-workers both formally and informally.
Participate in Quality Assessment and Performance Improvement activities as appropriate for the position.
Job Responsibilities
Uses internal call handling procedures and ticketing system for management of issue resolution data.
responds to requests for technical assistance via phone, electronically or in-person at assigned site
diagnoses and resolves technical hardware and software issues
researches questions using available information resources
advises users on appropriate action
follows standard help desk procedures
logs all help desk interactions in detail
redirects problems to appropriate resources
identifies and escalate situations requiring urgent attention immediately
Ensures service levels are met with regard to handling calls or other requests.
Assists in production of system training which includes user manual preparation and distribution.
Assists in IT training as part of Organization’s orientation for all new employees.
Assists in the maintenance of various software applications.
Assists in various aspects of network administration as assigned.
Assists IT management in development and maintenance of policies and procedures relating to IT system.
Assists with creation and maintenance of procedure checklists.
Remains current with system information, changes and updates.
Performs other duties as assigned.
Compensation Pay Range
$20.26 - $30.16
This position requires consent to drug and/or alcohol testing after a conditional offer of employment is made, as well as on-going compliance with the Drug-Free Workplace Policy.
All Chapters Health System employees performing services for Florida affiliates are submitted through the Florida Care Provider Background Screening Clearinghouse to verify eligibility after a conditional offer of employment is made as well as ongoing eligibility. For more information, please visit https://info.flclearinghouse.com/.
