Customer Service Center Coordinator (Help Desk)

ignoredontpost; Tredyffrin Township (Chester County); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Challenging and rewarding work

Growth and development opportunities

Competitive compensation

Excellent medical, dental, vision and

401k plan with company match

Generous paid time off

Job summary

Universal Health Services, headquartered in King of Prussia, PA, is seeking a Help Desk Technician to support the implementation of UHS applications and resolve user requests across acute care and behavioral health facilities.

The role requires handling tickets, gathering information, escalating issues, and maintaining SLA adherence while communicating with corporate and clinical users. Excellent knowledge of Windows/Office and vendor coordination are essential.

Qualifications

• High school diploma or GED required.
• One or more years of Information Systems experience.
• Knowledge of support methods, practices and hardware.
• Advanced Windows operating system ability.
• Familiar with enterprise level applications including clinical/financial systems.
• Strong written and verbal communication skills.

Responsibilities

• Researches and resolves Customer Support Center Tickets under guidance of senior team members.
• Gathers information via online forms, calls, email or in person.
• Escalates problems to appropriate IS staff and communicates status.
• Documents problem impact and assigns priority and resolution target time.
• Adheres to Service Level and Change Management policies.
• Maintains regular communications with users about requests and resolutions.
• Contacts vendor personnel for issues and escalation as needed.
• Prepares and submits status reports to supervisor.

Skills

Customer support

Problem resolution

Communication skills

Windows operating systems

Microsoft Office

Ticket systems

Education

High school diploma or GED

Tools

Exchange

Lawson Self-Service Portal

Invision

AS400

Document Imaging

Express Query

CA ServiceDesk

Job description

Responsibilities

Headquartered in King of Prussia, PA, Universal Health Services, Inc. (NYSE: UHS) is one of the nation’s largest and most respected providers of hospital and healthcare services. Since our founding in 1979, UHS has grown steadily into a premier Fortune 500® corporation perennially recognized by multiple esteemed national rating entities. Through its subsidiaries, UHS operates inpatient acute care facilities, inpatient behavioral health facilities, outpatient and other facilities, nationwide virtual behavioral health services, an insurance offering, a physician network and various related services with physical locations in the U.S., Puerto Rico, Ireland and United Kingdom. www.uhs.com

The Help Desk Technician supports the implementation of UHS applications. Meets deadlines and ensures continued progress toward assignment completion. Shares experience with other members of team. Receives, evaluates, resolves and assigns or otherwise addresses Acute Care hospitals, BH facilities and corporate user requests for assistance regarding problems related to IS systems in accordance with department problem resolution and escalation protocols.

Key Responsibilities include:

• Researches and resolves Customer Support Center Tickets under the guidance of senior team members.
• Gathers all necessary information via on-line request form, telephone calls, facsimile, e-mail or in person.
• Escalates and communicates the problem to the appropriate IS staff.
• Documents the impact of the problem. Assigns a priority level and resolution target time.
• Adheres to UHS Service Level and Change Management Policies.
• Establishes and maintains regular communications with Acute Care and Corporate users regarding the description and disposition of user requests for assistance, requiring normal business courtesy and decorum, telephone etiquette, and the ability to ascertain the exact nature of the problem.
• May contact vendor personnel regarding issues and escalating problems related to their applications.
• Advanced knowledge of report generator applications, Email, Windows Operating systems and Microsoft applications such as Word, Excel and applications and systems used in the healthcare industry.
• Maintains Service Excellence principles.
• Prepares and submits status reports to supervisor as required.
• Keeps management well informed of activities, needs, problems.
• Performs other tasks as required by management.

Qualifications

Position Requirements:

• High school diploma or GED required.
• One or more years of Information Systems experience.
• Intermediate to advanced knowledge of support methods, practices and hardware.
• Advanced Windows operating system ability.
• Proven knowledge of problem resolution and escalation protocols.
• Must exhibit working knowledge of 1st and 2nd level PC support issues to affectively troubleshoot and assist end users or other technicians.
• General familiarity with a variety of enterprise level applications including clinical and financial systems (Exchange, Lawson Self-Service Portal, Invision, AS400, Document Imaging, Express Query, Computer Associates ServiceDesk or other ticket systems).
• Demonstrated written and verbal communication skills sufficient to inquire, ascertain and communicate the exact nature of the problem or request for assistance. Experienced knowledge of IS standards and quality management methods Travel Requirements.

Available Shifts

3:00pm-11:00pm Wednesday-Sunday

This opportunity provides the following

• Challenging and rewarding work environment
• Growth and development opportunities within UHS and its subsidiaries
• Competitive Compensation
• Excellent Medical, Dental, Vision and Prescription Drug Plan
• 401k plan with company match
• Generous Paid Time Off

*UHS is a registered trademark of UHS of Delaware, Inc., the management company for Universal Health Services, Inc. and a wholly-owned subsidiary of Universal Health Services, Inc. Universal Health Services, Inc. is a holding company and operates through its subsidiaries including its management company, UHS of Delaware, Inc. All healthcare and management operations are conducted by subsidiaries of Universal Health Services, Inc. To the extent any reference to "UHS or UHS facilities" on this website including any statements, articles or other publications contained herein relates to our healthcare or management operations it is referring to Universal Health Services' subsidiaries including UHS of Delaware. Further, the terms "we," "us," "our" or "the company" in such context similarly refer to the operations of Universal Health Services' subsidiaries including UHS of Delaware. Any employment referenced in this website is not with Universal Health Services, Inc. but solely with one of its subsidiaries including but not limited to UHS of Delaware, Inc.

UHS is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at UHS via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of UHS. No fee will be paid in the event the candidate is hired by UHS as a result of the referral or through other means.

EEO Statement

All UHS subsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. UHS subsidiaries are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state or local laws.

Avoid and Report Recruitment Scams

We are aware of a scam whereby imposters are posing as Recruiters from UHS, and our subsidiary hospitals and facilities. Beware of anyone requesting financial or personal information.

At UHS and all our subsidiaries, our Human Resources departments and recruiters are here to help prospective candidates by matching skill set and experience with the best possible career path at UHS and our subsidiaries. During the recruitment process, no recruiter or employee will request financial or personal information (e.g., Social Security Number, credit card or bank information, etc.) from you via email. Our recruiters will not email you from a public webmail client like Hotmail, Gmail, Yahoo Mail, etc.

If you suspect a fraudulent job posting or job-related email mentioning UHS or its subsidiaries, we encourage you to report such concerns to appropriate law enforcement. We encourage you to refer to legitimate UHS and UHS subsidiary career websites to verify job opportunities and not rely on unsolicited calls from recruiters.