Answering Service System Coordinator (24 hrs/wk)

Description

Wage Range: $28.26 - $45.23 per hour

Posted wage ranges represent the entire range from minimum to maximum. For jobs with more than one level, the posted range reflects the minimum of the lowest level and the maximum of the highest level. Some positions also offer additional premiums based on shift, certifications or degrees. Job offers are determined based on a candidate's years of relevant experience, level of education and internal equity.

1.  In partnership with management maintains the layout and content of call handling procedures, ensuring the operators can easily, quickly, and accurately ascertain the appropriate destination for callers.
2.  Collaborates with software vendors, operators, IT and management to customize and modify the call handling software as necessary to ensure fast and accurate transferring and paging. Identifies operator needs and develops database or information-based solutions to ensure successful daily operations. Keeps operators apprised of any changes to call handling procedures or directory layout.
3.  Maintains department workflows and develops new ones as answering service work processes change.
4.  Maintains the department SharePoint site and all documentation contained within, including training materials, emergency procedure, logs and statistics. Conducts training of staff as needed.
5.  Works with management in seeking out ways in which the answering service can improve its efficiency and reliability in a safe, cost-effective manner. Applies continuous process improvement and lean methodology to refine the department information systems, reducing error and increasing operator quality/productivity.
6.  May attend and participate in meetings with management to report progress on current and long-term projects.
7.  Assists with the creation and maintenance of the department resource directory which includes all accounts, providers, and clinics supported by telecommunications; edits directory as needed.
8.  Uses knowledge of operator job functions to provide technical support. Assist operators with malfunctioning software by troubleshooting and providing alternative work methods until problem is resolved.
9.  May perform on-call clinic schedule data entry and/or assist Telecommunications Tech with invoices and billing as needed.
10.  Performs other duties as assigned.

•  Associate’s degree
•  2 years of PBX, answering service, call center, or medical provider office experience
•  1 year of directly related systems support/coordination experience
•  Previous experience and knowledge working with similar system or application
•  Typing/keyboarding at a minimum of 35 words per minute
•  Excellent customer service skills
•  Excellent telephone skills
•  Ability to work successfully in a team setting
•  Ability to function independently and utilize critical thinking skills when making decisions
•  Ability to alphabetize and determine intended recipient of incoming mail

•  Experience with electronic mail machine equipment
•  Bachelor's degree

• Medical, vision and dental insurance
• On-demand virtual health care
• Health Savings Account
• Flexible Spending Account
• Life and disability insurance
• Retirement plans (457(b) and 401(a) with employer contribution)
• Tuition assistance for undergraduate and graduate degrees
• Federal Public Service Loan Forgiveness program
• Paid Time Off/Vacation
• Extended Illness Bank/Sick Leave
• Paid holidays
• Voluntary hospital indemnity insurance
• Voluntary identity theft protection
• Voluntary legal insurance
• Pay in lieu of benefits premium program
• Free parking
• Commuter benefits