At Virtua Health, we exist for one reason – to better serve you. That means being here for you in all the moments that matter, striving each day to connect you to the care you need. Whether that's wellness and prevention, experienced specialists, life-changing care, or something in-between – we are your partner in health devoted to building a healthier community. 
 
If you live or work in South Jersey, exceptional care is all around. Our medical and surgical experts are among the best in the country. We assembled more than 14,000 colleagues, including over 2,850 skilled and compassionate doctors, physician assistants, and nurse practitioners equipped with the latest technologies, treatments, and techniques to provide exceptional care close to home. A Magnet-recognized health system ranked by U.S. News and World Report, we've received multiple awards for quality, safety, and outstanding work environment.

In addition to five hospitals, seven emergency departments, seven urgent care centers, and more than 280 other locations, we're committed to the well-being of the community. That means bringing life-changing resources and health services directly into our communities through our Eat Well food access program, telehealth, home health, rehabilitation, mobile screenings, paramedic programs, and convenient online scheduling. We're also affiliated with Penn Medicine for cancer and neurosciences, and the Children's Hospital of Philadelphia for pediatrics.

Location:

Lippincott - 301 Lippincott Drive

Remote Type:

Hybrid

Employment Type:

Employee

Employment Classification:

Regular

Time Type:

Full time

Work Shift:

1st Shift (United States of America)

Total Weekly Hours:

40

Additional Locations:

Job Information:

Job Summary

Supervises team’s activities to ensure a smooth flow of operations by setting priorities and managing daily work queues.  Provides second level technical support for all technicians; represents Technology Support Manager in their absence; interfaces with other IS teams and service vendors to resolve problems and support projects.  Responsible for projecting a professional, friendly, customer service focused image in all customer communication. Develops and maintains productive and professional relationships with other teams within IS. Provides quality service by enforcing quality and customer service standards through people-centered, supportive and flexible support. 

Position Responsibilities:
 

Oversees daily work of team members in a 24/7 environment. Coaches, trains, develops and holds the team members accountable resulting in well-trained, reliable, customer service-oriented employees; performs assessments of work ; creates commitment and ownership within team by encouraging responsibility, recognizing achievements, setting goals, priorities and delegating with clear expectations Completes annual reviews for team members, monitors employee productivity and provides constructive feedback and coaching thru the year; reviews and corrects team members API entries 

Maintains rapport with customers by meeting to determine quality of service and makes necessary adjustments to accommodate needs; examines and resolves issues; routinely rounds in customer areas to identify any trending issues or concerns and makes suggestions to correct the situation; monitors call volume and reallocates resources as needed  

Monitors and analyzes Service Now tickets & incidents to ensure team has documented a prompt and accurate response with a good clear resolution documented in Service Now; reviews team updates and notes include progress and resolution; follows up with customer to ensure satisfaction; leaves follow up notice when servicing customer equipment in their absence; identifies