Telecommunications Service Assistant

Schedule Weekly Hours:

Gundersen Health System is looking to add a Telecommunications Service Assistant to our team. If you enjoy helping others, have excellent communication skills, and thrive in a fast-paced environment, this position may be a great fit for you! Join our team and contribute to providing exceptional service to our patients, families, and staff.

What You'll Do:

As a Telecommunications Service Assistant, you will be responsible for handling external and internal phone calls for GHS departments/staff on the Onalaska or La Crosse main campuses, while maintaining an empathetic, calm, and professional manner. Our software application tools provide the screening questions and appropriate call flows required to determine the best outcome for the caller and support our various directives. Pager and on-call schedule administration/activation, emergent events, documentation, and clerical duties are included in many of our call flows.

What's Available:

• 64 hours biweekly (0.8 FTE) and 40 hours biweekly (0.5 FTE)

• Rotating 8-hour shifts (Days, Evenings, Nights) with every other weekend. The department is staffed 24/7. Schedules will be posted 4-6 weeks in advance.

• Located at Onalaska, WI - Support Services Building

• Starting pay of $16.77/hr and up, based on your years of experience, with applicable shift differentials

What You'll Need:

• High School Diploma or equivalency

• Strong customer service skills

• Excellent problem-solving abilities and attention to detail

• Proficient in using computer systems and software applications

• Strong communication skills, both verbal and written

• Ability to multitask and prioritize tasks in a fast-paced environment

• Previous experience in a customer service or call center role is preferred

What You'll Get:

• A work environment that supports you personally and professionally, and a work culture where you are valued and appreciated

• Comprehensive and generous benefits package (Medical, Dental, Life Ins, HSA/FSA) ensuring your comfort and well-being as a valuable team member

• Substantial Retirement Contribution (401k & Base Contribution)

• Work/Life Balance: Paid Time Off (PTO) combines vacation, sick, and personal days into one balance to allow you the flexibility to use your time off as you need

• Support for your career growth through Professional Development Opportunities, our Tuition Reimbursement Program, and the Career Development Center

• Other benefits include a Wellness program with incentives, employer-paid life insurance and AD&D, optional short-term and long-term disability coverage, an employee assistance program, identity theft protection, pet insurance, Inspire & Celebrate colleague recognition and rewards program, a discount program, and more!

• Unlimited potential at one of the leading health systems in the midwestern United States

About Gundersen Health System:

Gundersen Health System is a physician-led, not-for-profit healthcare system that includes a teaching hospital; community clinics; affiliate hospitals, clinics, and nursing homes; behavioral health services; vision centers; pharmacies; and air and ground ambulance services. We serve more than 500,000 residents throughout 19 counties throughout western Wisconsin, northeastern Iowa, and southeastern Minnesota. Our La Crosse, WI main campus is a 325-bed teaching hospital, tertiary referral center, and a Level II Trauma Center. Our mission is to deliver Love Medicine every day to change lives in our communities and enrich the lives of our employees.

Answers incoming calls and performs triage of inquiries.

In ITDS, we are committed to a culture of service to all that is built on the foundational values of respect, transparency, and trust. The culture of service includes providing excellent customer service to the end-users by adhering to these principles:

• In every interaction, display active listening and communicate in a clear, respectful, and timely manner across a variety of channels (in-person, phone, email, live chat, etc.).
• Maintain an empathetic, calm and professional attitude toward colleagues and end users.
• Collaborate within and across teams and departments to resolve issues quickly and efficiently.

Major Responsibilities:

1.Responds to telephone and/or Internet inquiries from customers seeking information and/or resources following a set standard.

2.Collects relevant caller data to assist with measurement, tracking and reporting activities.

3.Track inquires, questions and answers and provide resolution.

4.May perform clerical or administrative duties.

Education:

REQUIRED

High School or equivalency

Work Experience:

REQUIRED

One year experience

License and Certifications:

N/A

Age Specific Population Served:

Nonage Specific (N/A)

OSHA Category:

Category III - No employees in this job title have a reasonably anticipated risk of occupational exposure to blood and/or other potentially infectious materials.

Environmental Conditions:

Not substantially exposed to adverse environmental conditions (as in typical office or administrative work).

Physical Requirements/Demands Of The Position:

Sitting Continually (67-100% or 8 hours)

Static Standing Continually (67-100% or 8 hours)

Reaching - Shoulder Level Continually (67-100% or 8 hours)

If you need assistance with any portion of the application or have questions about the position, please contact or call 608-775-0267

Equal Opportunity Employer