Patient Service Center Analyst

St. Luke's is proud of the skills, experience and compassion of its employees. The employees of St. Luke's are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care. The Patient Service Center Analyst is a high profile patient facing position tasked with providing technical and application phone support for St. Luke's patient end user community. This role is responsible for documenting service calls, identifying opportunities for first call resolution, notification and escalation of essential support entities, service call monitoring and patient/customer follow-up. The expectation is that the Patient Service Center Analyst consistently exercises a high level of excellent customer service representing the positive image of St. Luke’s University Health Network. The Patient Service Center Analyst is often the first point of contact for our patients seeking help in utilizing our online applications such as St. Luke’s mobile application, MyChart, Bill Pay, and other patient facing online capabilities that we make available. The intent of this job description is to provide a summary of the major duties and responsibilities of this position and shall not be considered as a detailed description of all the work requirements that may be inherent in the position. JOB DUTIES AND RESPONSIBILITIES: Identify and resolve service requests received from our patient user community into the Service Center. These issues are related to but are not limited to team benchmarking for First Call Resolution overall productivity based on individual goals and KPI’s set by Manager. Enter all customer related information, questing for accurate and concise data for the creation of valid reports into the Work Order system. Dispatch escalated service requests to correct technicians or vendors as appropriate. Act as a central point of contact in application outage/incident situations and disseminate pertinent information as necessary according to Patient Service Center procedures. Monitor trends related to potential service interruptions. Change passwords as required in SLUHN patient facing systems. Maintains extensive knowledge of standard SLUHN patient facing application software, as documented in the IT Knowledge base. Follows Monitoring policies & procedures as outlined in the IT Knowledge base. Completes competencies related to Support Desk Training on Applications & Monitoring processes as determined by the Manager. Functions as an integral part of the Information Technology Department staff. Maintains confidentiality of all materials handled within the Network/ Entity as well as the proper release of information. PHYSICIAL AND SENSORY REQUIREMENTS: Sitting for up to 7 hours per day, 4 hours at a time; standing for up to 7 hours per day, 4 hours at a time; walking for up to 2 hours a day, 1 hour at a time. Requires crouching, kneeling, and lifting of objects weighing up to 60 pounds, pushing objects weighing up to 80 pounds. Requires hand and finger dexterity to perform repairs of small equipment and to use computer equipment. Seeing as it relates to general, near, color and peripheral vision. Hearing as it relates to normal and telephone conversations. ADDITIONAL REQUIREMENTS: Is self-directing and takes initiative to improve departmental workflow and to further Network goals and objectives. Maintains positive interpersonal and interdepartmental relationships. Demonstrates responsibility and follow-through with assigned projects. Possesses well-developed verbal and written communication skills. Works closely with other Service Center staff. Involves others on the Information Technology staff as needed. MINIMUM QUALIFICATIONS EDUCATION: Bachelor or Associates degree in healthcare, data processing, computer science or electronic technology or other related field or comparable years experience. TRAINING AND EXPERIENCE: At least two years experience with personal computers, tablets/smart phones, and internet or mobile applications. Previous experience in a customer Service Center or Service Desk environment is desired. WORK SCHEDULE: As established by Manager or as job demands. The patient Service Desk is staffed in shifts required to meet the demand of our patient end user population. Please complete your application using your full legal name and current home address. Be sure to include employment history for the past seven (7) years, including your present employer. Additionally, you are encouraged to upload a current resume, including all work history, education, and/or certifications and licenses, if applicable. It is highly recommended that you create a profile at the conclusion of submitting your first application. Thank you for your interest in St. Luke's!! St. Luke's University Health Network is an Equal Opportunity Employer.