Telecommunications Service Assistant | 0.8 FTE - PMs

Gundersen Health System•Onalaska, WI

10d•$18•Hybrid

About The Position

Emplify Health is seeking a Telecommunications Service Assistant to handle external and internal phone calls for GHS departments and staff at the Onalaska or La Crosse main campuses. The role requires an empathetic, calm, and professional approach while using software tools that provide screening questions and call flows to determine the appropriate outcome for callers and support organizational directives. Duties also include pager and on-call schedule administration and activation, responding to emergent events, documentation, and clerical work. This position is 0.8 FTE, with 64 hours biweekly. The typical schedule is second shift, 3:00 p.m.–11:00 p.m., with rotating weekend coverage every third weekend. Weekend shifts may be days (9:00 a.m.–5:30 p.m.) or evenings (3:00 p.m.–11:00 p.m.), and the employee must be able to work both day and PM shifts. Training is typically Monday through Friday, between 8:00 a.m. and 5:00 p.m. The role is onsite in Onalaska, Wisconsin, at the Support Services Building during training; afterward, it may shift to remote work from home. Employees must reside in Wisconsin, Minnesota, or Iowa. Starting pay is $17.93 per hour and up, depending on experience, with applicable shift differentials.

Requirements

High school diploma or equivalent.
Strong customer service skills.
Excellent problem-solving abilities and attention to detail.
Proficiency in using computer systems and software applications.
Strong verbal and written communication skills.
Ability to multitask and prioritize tasks in a fast-paced environment.
Ability to work both day and PM shifts and rotating weekend coverage every third weekend.
Must reside in Wisconsin, Minnesota, or Iowa.

Responsibilities

Handle external and internal phone calls for GHS departments and staff.
Maintain an empathetic, calm, and professional manner when assisting callers.
Use software application tools, screening questions, and call flows to determine appropriate outcomes and support organizational directives.
Administer and activate pager and on-call schedules.
Handle emergent events, documentation, and clerical duties included in call flows.

Benefits

Comprehensive benefits package including medical, dental, life insurance, and HSA/FSA.
Substantial retirement contribution, including a 401(k) match and annual discretionary base contribution.
Paid Time Off (PTO) combining vacation, sick, and personal days.
Professional development opportunities, a Tuition Investment Program, and Career Development Center.
Wellness program with incentives.
Employer-paid life insurance and AD&D.
Optional short-term and long-term disability coverage.
Employee assistance program.
Identity theft protection.
Pet insurance.
Colleague recognition and rewards program.
Employee discounts and other perks.