Customer Service Analyst I (Per Diem)

Overlake Hospital Medical Center; United States; On-site; USD 33,000 - 54,000; Full time

Benefits offered by this job

Medical Insurance

Tuition Reimbursement

Retirement Plan Matching

Pre-tax & Roth options

Employee Assistance Program

Caregiver Support

Free Parking & Orca Transit

Job summary

Overlake Medical Center is seeking a Customer Service Analyst-Level 1 for per diem shifts. You will handle inbound/outbound calls, dispatch medical and facility codes, triage issues, and connect callers to the right location, acting as the main liaison between customers and the IS department.

You will also respond to first-contact inquiries via email or chat and progress unresolved tickets. Requirements include a high school diploma and at least two years of customer service experience;

Qualifications

• High school diploma is required.
• Two years prior customer service experience is required.
• Healthcare experience preferred.
• Microsoft Office products training desired.
• Ability to triage systems and user problems quickly.
• Excellent oral and written skills desired.

Responsibilities

• Handling inbound and outbound calls
• Dispatching critical Medical and Facility Codes
• Listening to customers’ needs or issues
• Connecting the caller to the correct location
• Providing helpful solutions to their problems
• Acting as the main point of contact between a customer and the IS department
• Answering first contact calls, emails or chat bots for customers’ computer questions
• Completing tickets to elevate issues not able to be resolved

Skills

Customer service

Phone support

Troubleshooting

Communication

Multiline phone systems

Interpersonal skills

Written communication

Education

High School Diploma

Tools

Microsoft Office

Job description

Welcome to a medical center where you're the center of attention. Pay range: - Hourly $24.49 - $39.68

The responsibilities of the Customer Service Analyst-Level 1 include handling inbound and outbound calls, dispatching critical Medical and Facility Codes, listening to customers’ needs or issues, connecting the caller to the correct location and providing helpful solutions to their problems. This role is also the main point of contact between a customer and the IS department. Additional duties will include answering first contact calls, emails or chat bots for customers’ computer questions, and completing tickets to elevate any issues not able to be resolved. Customer Service Analysts use good organizational and communication skills to assist customers while maintaining the company’s positive reputation. The definition of Customers includes physicians, staff, patients, visitors and partners throughout this job description.

PER DIEM Variable Hours and Shifts

Responsibilities

• Handling inbound and outbound calls
• Dispatching critical Medical and Facility Codes
• Listening to customers’ needs or issues
• Connecting the caller to the correct location
• Providing helpful solutions to their problems
• Acting as the main point of contact between a customer and the IS department
• Answering first contact calls, emails or chat bots for customers’ computer questions
• Completing tickets to elevate issues not able to be resolved

Qualifications

• High school diploma is required.
• None required.
• Microsoft A+ certification is a plus.
• Two years prior customer service experience is required.
• Healthcare experience preferred.
• Training in customer services, phone support, Microsoft Office products, or IT basic technical issues desired.
• Demonstrated ability to quickly triage systems and user problems and process correctly.
• Exceptional interpersonal skills with a strong emphasis on customer service.
• Excellent oral and written skills desired.
• Able to effectively deal with diverse personalities across all levels of the organization.
• Familiarity with complex or multi-line phone systems also desired.

Benefits

• Medical insurance premiums as low as $0 per month.
• Many Overlake services covered at 100%.
• Tuition reimbursement up to $10,000 per year.
• Generous retirement plan matching starting at 5% and increasing to 7% after five years with immediate vesting.
• Pre-tax and Roth after tax retirement savings plans.
• An expanded Employee Assistance Program.
• A caregiver support program to help with everything from childcare to eldercare.
• Free parking and Orca transit passes.

Overlake Medical Center is a 349-bed, nonprofit regional medical center offering a full range of advanced medical services to the Puget Sound region. Led by a volunteer board of trustees, we employ nearly 3,000 people and have some 1,000 active and courtesy providers on our medical staff, including more than 200 providers who are employed by the organization. We were the first Level III Trauma Center on the Eastside and we are known for providing award-winning, compassionate and patient-centered care. Our commitment to maintaining the highest standards in medical care is a major reason our patients and their families choose Overlake. It is also the reason why we've received many awards and recognitions both regionally and nationally. Overlake was started by community volunteers, and still depends upon volunteers to support the operations of the hospital. Find out more about volunteer opportunities. To find out how to get to Overlake, view our maps and directions. Overlake has a variety of publications that you can receive in your home for added health and wellness information in addition to our annual report. We also produce a community health needs assessment (CHNA) and Implementation Strategy to help us outline how the hospital will give back to the community in the form of health care and other community health services to address unmet community needs. For questions and comments related to CHNA, please email us.

How much will this job pay? Posted pay ranges represent the entire pay scale, from minimum to maximum. For jobs with more than one level, the posted range reflects the minimum of the lowest level and the maximum of the highest level. Some positions also offer additional pay based on shift, certification or level of education. Job offers are determined based on a candidate's years of relevant experience and internal equity. If you have questions about Overlake's pay practices, employee benefits or the pay for a specific position, please contact [e-mail]

COVID-19 vaccination requirement: After October 18, 2021 all Washington state healthcare employees, contractors and volunteers will be required to provide proof of full COVID-19 immunization as a condition of employment. You must provide this proof before your first day of employment with Overlake. Please remember to bring your COVID-19 immunization card to your pre-hire health screening with our Employee Health team.