Associate Customer Service Center Coordinator

UHS•Tredyffrin Township, PA

About The Position

One of the nation’s largest and most respected providers of hospital and healthcare services, Universal Health Services, Inc. (NYSE: UHS) has built an impressive record of achievement and performance. Growing steadily since its inception into an esteemed Fortune 300 corporation, annual revenues were $15.8 billion in 2024. During the year, UHS was again recognized as one of the World’s Most Admired Companies by Fortune; and listed in Forbes ranking of America’s Largest Public Companies. Headquartered in King of Prussia, PA, UHS has approximately 99,000 employees and continues to grow through its subsidiaries. Operating acute care hospitals, behavioral health facilities, outpatient facilities and ambulatory care access points, an insurance offering, a physician network and various related services located all over the U.S. States, Washington, D.C., Puerto Rico and the United Kingdom. www.uhs.com The Associate Customer Service Center Coordinator supports the implementation of UHS applications. Meets deadlines and ensures continued progress toward assignment completion. Shares experience with other members of team. Receives, evaluates and assigns or otherwise addresses Acute Care hospital and Corporate user requests for assistance regarding problems related to IS systems in accordance with department problem resolution and escalation protocols.

Requirements

High School diploma or equivalent required
One or more years of Help Desk\ Information Systems knowledge is preferred.
Basic knowledge of support methods, practices and hardware.
Basic Windows operating system ability.
Knowledge of problem resolution and escalation protocols.
Must have general working knowledge of 1st level PC support issues to affectively troubleshoot and assist.
Demonstrated written and verbal communication skills sufficient to inquire, ascertain and communicate the exact nature of the problem or request for assistance.
Basic knowledge of IS standards and quality management methods.

Responsibilities

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, BH 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 system issues and escalating problems related to their applications.
Working knowledge of report generator applications, Email, Windows Operating systems and Microsoft applications such as Word, Excel, etc.
Supports the implementations of applications and assists by working in the facility Command Center or UHS Corporate to help process issues.