Customer Service Center Coordinator (Help Desk)

Henderson Hospital; Tredyffrin Township (Chester County); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Challenging work environment

Growth opportunities within UHS

Competitive compensation

Medical, dental, vision, prescription

401k with company match

Generous PTO

Job summary

Universal Health Services, Inc. (UHS) in King of Prussia, PA seeks a Help Desk Technician to support the implementation of UHS applications and manage user requests from Acute Care hospitals, behavioral health facilities, and corporate teams.

The role emphasizes timely resolution, documentation, and professional communication. The position requires a high school diploma or GED and 1+ years in Information Systems, with advanced Windows OS skills and familiarity with enterprise tools listed in the

Qualifications

• HS diploma or GED required.
• 1+ 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.
• Working knowledge of 1st and 2nd level PC support issues to troubleshoot and assist end users.

Responsibilities

• Supports the implementation of UHS applications.
• Receives, evaluates, resolves and assigns user requests for assistance.
• Escalates issues to appropriate IS staff.
• Maintains and communicates status of user requests and problems.
• Adheres to Service Level and Change Management policies.
• Communicates with Acute Care and Corporate users with professionalism and decorum.
• May contact vendor personnel regarding issues.

Skills

Windows operating systems

PC support

Customer support

Communication skills

Problem escalation

Healthcare IT

Education

High school diploma or GED

Tools

Exchange

Lawson Self-Service Portal

Invision

AS400

Document Imaging

Express Query

ServiceDesk (CA)

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

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.