IT Call Center Associate - Information Tech (Nights) (On-Site)

Tanner Health•Carrollton, GA

28d•Onsite

About The Position

The IT Call Associate is responsible for the effective and efficient handling of calls for all Tanner facilities and initiating response for emergency codes. The work is performed in a fast-paced environment where your ability to multi-task and prioritize your work is crucial in the accomplishment of your work tasks. Work tasks include the processing of general information and business calls along with emergency calls. The IT Call Associate also monitors the alarm systems for the hospitals, as well as acting as a backup for Tanner Security. The job must be performed with the highest regard for professionalism, confidentiality, speed, and accuracy.

Requirements

High School Diploma or GED
Two years of related experience.
Requires working knowledge of specialized practices, equipment, and procedures.
Two years of switchboard experience or related experience in a high-volume operator, switchboard, or dispatch role.
Two years of experience required using computer in professional setting.
Competent and trained on all Tanner Systems necessary to work the Switchboard.
Excellent customer service and communication skills required. Distinct speaking voice that is clear and easily understood.
Requires critical thinking skills and good judgment under pressure. Must be capable of reacting logically to unusual situations.
Position requires the ability to work at a fast pace and make swift decisions to facilitate effective and efficient communication during stressful and emergency events.
Interpersonal skills are necessary in order to communicate effectively with a wide variety of hospital personnel, patients and outside callers in gathering and exchanging approved information.
Must demonstrate a friendly, responsive, service-minded attitude to all internal and external customers.
Ability to multi-task and work with frequent interruption.
Required to maintain a collaborative, team relationship with peers and colleagues in order to effectively contribute to the group's achievement of goals and to help foster a positive work environment. Communicates ideas effectively. Shares information and keeps others properly informed. Gives and is open to useful feedback. Actively contributes to the development and application of process improvements.
All operators must display excellent grammar, spelling, and professional communication techniques.
Must be able to work shift work that includes weekends, holidays, and extended shifts. Shifts are subject to change with or without notice.
Ability to read and write
Individual must successfully complete position training course to a Satisfactory review within the first 90 days of employment.

Nice To Haves

Emergency communications experience considered a plus.
Experience using computer in professional or academic setting is preferred.

Responsibilities

Operates a telephone computer console (switchboard), directing incoming operator assisted and outgoing calls to appropriate individuals, departments and outside contacts.
Facilitates the use of the Language Line for non-English speaking customers.
Works with confidential data consistently. Is accountable for maintaining the confidentiality and security of all Hospital, Staff, and Patient related data and information.
Responsive to emergency codes, responds quickly and effectively using proper hospital procedure.
Performs communication procedures for actual disaster and disaster exercises.
Responsible for monitoring various computer system status screens. Examples -- APS alarms system, codes systems.
Utilizes overhead paging system for employee requests, special announcements, and the calling of emergency codes.
Pages on-call staff as needed, which includes many support areas as well as physicians. Examples -- Engineering, Clinical Engineering, Chaplains, EAP, Administration, etc.
Responsible for handling after hours IT calls, entering tickets correctly in the Service Desk issue tracking system, and paging out the proper IT analysts for urgent issues.
Shares the responsibility for user support, including assisting users with equipment and software problems.
Logs issues for Information Systems on call staff within the Service Desk service issue tracking system, and assures the assigned person responds to the issue.
Updating and maintaining the quality assurance logs to ensure proper documentation of all codes, alarms, trouble signals, weather radio checks, panic alarm testing, and daily code checkoffs.
On occasion, assists with updating data on various outside web sites related to bed counts for hospitals within the Tanner System GHA911 bed count system.
Meets all competencies in assigned competency checklist(s).
Employee performs within the prescribed limits of Tanner Health System's Ethics and Compliance program. Is responsible to detect, observe, and report compliance variances to their immediate supervisor, the Compliance Officer, or the Hotline.