Customer Service Support I

POSITION SUMMARY

Provides support to Mount Nittany’s patients, community, providers and staff with a high degree of customer service and timeliness. Duties include receiving and recording support line calls, initiating responses, providing first-line solutions for patient portal related problems and questions. This individual also assists in the design of optimization efforts as they relate to the electronic patient experience.  Incumbent works closely with Mount Nittany Health (MNH) users and Information Technology (IT) staff by providing first, second, and occasionally third-tier support with a high degree of customer service, technical expertise, and timeliness including documentation, troubleshooting, and resolving technical or administrative issues. Uses appropriate software and monitoring tools to ensure continuous operation of patient and provider portal information systems. Performs routine maintenance and daily tasks necessary to ensure MNH information system integrity. Supports organizational projects that enhance the operations of MNH’s information systems. 

MINIMUM REQUIREMENTS

Education:

1. High school diploma required.
2. Bachelor’s Degree in related field (IT, Health Administration, etc.) preferred.

Experience:

1. One year experience in a health care environment preferred. 
2. One year experience with current Microsoft operating systems and Microsoft Office applications in either a work or educational setting is required.
3. Minimum of one year face-to-face or telephone-based customer service experience required.

Knowledge, Skills, Abilities:

1. Exercises strong interpersonal and communication skills, especially in the area of communication between technical and clinical staff.
2. Attends and participates in all scheduled departmental training.
3. Participates in other education opportunities and is aware of current trends in field.
4. Conducts business in a professional and cordial manner that upholds the integrity and reputation of Mount Nittany Health.
5. Excellent organizational and teaching skills.
6. Excellent analytic and interpretive skills and the ability to understand and adapt to changes in requirements and priorities.
7. Strong abilities in Microsoft operating systems and Microsoft Office applications (excluding Access)
8. Ability to work independently and/or collaboratively toward stated goals.
9. Knowledge of portals and web development tools.
10. Interest in, and enthusiasm for, computerization and its potential for improving inter- and intra-departmental efficiency and effectiveness.

License/Certification/Registration:

None

SUPERVISION RECEIVED

Receives general supervision from the Supervisor, Information Technology Customer Service

SUPERVISION GIVEN

None

ESSENTIAL FUNCTIONS

1. Supports MNH’s patients, community, and staff by providing first-line support for the patient portal.
   1. Demonstrates knowledge of the patient portal.
   2. Receives initial support calls and email, logs them into the designated IT support system.
   3. Runs reports and incorporates solutions into the knowledge base.
2. Provides support to department projects that enhance the operations of MNH’s IT department. 
   1. As assigned by the supervisor, assists second tier staff in completing the daily operations.
   2. As assigned and per protocol, actively participates in departmental projects.
3. Supports MNH’s users, patients, providers and IT staff by providing support through the IT systems.
   1. Demonstrates knowledge of the support tools – particularly the patient portal software, Edge (InfoCenter) and report development, Meditech, SharePoint, Configuration Manager (SCCM), Bomgar, KACE System Management Appliance (k1000), Active Directory, Active Directory Manager, and the IT ticketing system.
   2. Receives initial support requests via phone or online and responds appropriately per protocol.
   3. Provides immediate telephone resolution to the end-users’ technical problems and questions whenever possible.
   4. When necessary and appropriate (per departmental protocol), locates the end user and troubleshoots/resolves the issue on-site if it cannot be resolved remotely.
   5. Refers technical problems to appropriate support personnel (per protocol) when a solution cannot be found in a reasonable timeframe.
   6. Develops and maintains entries in Wisdom (knowledge base) as assigned.
   7. Develops, produces, and monitors reports and incorporates solutions into the knowledge base.
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