Client Support Services
Full time/hourly
Second shift Tuesday-Saturday
POSITION SUMMARY: Under the direction of the Director, Information Technology, the Client Support Services Level 1 is responsible for day-to-day operations as defined by the Director, Information Technology. Responsibilities may include first level operational and technical support and other duties as defined in Essential Job Functions. This position also requires the Client Support Services Level 1 to perform job responsibilities in a timely fashion; to personally represent the Company and uphold its standards; to adhere to all Diskriter Policies and Procedures; and to assist in setting the standards of excellence for service and support with internal and external customers.
REQUIRED KNOWLEDGE, SKILLS, TRAINING, AND ABILITIES:
1. Excellent eye, hand and auditory coordination.
2. Knowledge of Microsoft Word and Excel preferred with entry-level computer and database knowledge.
3. Demonstrates the ability to provide reliable and dependable attendance.
4. Ability to work under high-pressure and prioritize multiple complex tasks.
5. Will have the ability to work successfully with employees of all levels of experience and expertise.
EDUCATION AND EXPERIENCE:
Minimum requirements: Associates degree or 2 years related experience in call center/customer service or technical support center. Knowledge of Microsoft Word and Microsoft Excel preferred with entry-level computer and database knowledge. Demonstrates the ability to provide reliable and dependable attendance. Ability to work under high-pressure and prioritize multiple complex tasks. Candidate will have the ability to work successfully with employees of all levels of experience and expertise, ability to work in a team environment, learn quickly and the ability to be self sufficient.
ESSENTIAL JOB FUNCTIONS:
1. Creates and participates in personal position description and performance evaluation with Director, Information Technology twice a year.
2. Demonstrates excellent written and oral communication skills, including English usage, grammar, punctuation, and style.
3. Demonstrates the ability to understand diverse accents and dialects and varying dictation styles.
4. Communicates regularly with Director, Information Technology, providing feedback and offering suggestions for improvement in the processes of the Time Sharing division.
5. Attends required customer, department, and division meetings.
6. Perform other duties as assigned by the Director, Information Technology .
7. Demonstrates the ability to provide regular and predictable attendance at work.
8. Responsible for documenting each and every support call in our support tracking software.
9. Responsible for the search and identification of accurate patient demographic information and inputs on all reports prior to being submitted to the clients.
10. Troubleshoots remote user technical issues including ISP, PC hardware, connectivity and software issues.
11. Responsible for ensuring all patient demographic databases utilized have been updated and reflect the most accurate data available.
12. Responsible for daily data center server monitoring and operations.
13. Ensure the voice files are re-recorded and sent to offshore vendor if deemed necessary.
14. Performs daily first level server platform maintenance.
15. Responsible for the accurate and timely submission of client reports.
16. Responsible for remote user workstation building and shipping.
17. Responsible for daily reconciliation of all re-recorded jobs and communication with client of any missing/skipped voice files
18. Monitors fax machine and distributes documents appropriately.
19. Research missing reports for clients and re-submit if necessary.
20. Enter client's job number into DVI for re-recorded (macro) voice files.
21. Perform edits/corrections accurately when necessary.
22. Respond to and complete appropriate portal requests.
23. Responsible for daily reconciliation of all jobs against MT's production using exception report.
24. Copy and Paste documents received from offshore accurately into CTS for appropriate accounts.
25. Keeps abreast of computer upgrades and enhancements that may affect job performance and
26. Communicates any problems to appropriate personnel.
27. Communicates is a positive, professional manner with management, staff, co-workers, clients, and other healthcare personnel when providing information and services, seeking assistance, clarification and resolving problems.
28. Contribute ideas to guide the Company in ways that will ensure its success and profitability today and in the future.
29. This position requires travel for special projects to local client facilities; interstate travel may be required.
