Telecommunications Service Assistant - 0.9 FTE

Schedule Weekly Hours:

In Telecommunications, we are committed to a culture of service that is built on the foundational values of respect, transparency, and trust. Strong customer service skills, attention to detail, and an ability to multi-task in a fast-paced environment are important in this role. Telecommunications Service Assistants provide quality 24/7 customer service, for both external and internal callers, following our screening guidelines and maintaining an empathetic, calm, and professional attitude.

Major Responsibilities:

1. In every interaction, display active listening and communicate in a clear and respectful manner, while determining the appropriate call flow to follow for their specific request.
2. Adhere to the Gundersen mission statement, employee compact, customer service standards and organizational policies and departmental procedures.
3. Appropriately activate specialized teams and notify staff of designated events or conditions via group paging, Enotify (ENR), or the overhead alert system following flow charts.
4. Enter EPIC encounters for Telephone Nurse Advisor' patient's overflow calls, escalating defined emergent medical issues to the TNA emergent line for immediate triage.
5. Effectively answer and direct callers with complaints to Patient Experience, ensuring that their concerns are heard and addressed.
6. Access patient charts to confirm or cancel appointments and verify locations, after hours.
7. Demonstrate and maintain core competencies in our various computer systems and applications.
8. Collaborate respectfully within and across teams and departments.
9. Compassionately provide after hour answering service for Hospice patients and family members.
10. Assist with paging, pager status updates, or pager replacement for colleagues. Refer requests for pager or text to cell assignments, group paging administration to Telecommunications coordinator or manager.
11. Provide on call scheduling assistance and ensure assignment coverage.
12. Adhere to regular and predictable attendance practices.
13. Perform other job-related responsibilities as requested.

Education:

REQUIRED

High School or equivalency

Work Experience:

REQUIRED

One year customer service 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 HR-Recruitment@gundersenhealth.org or call 608-775-0267

We inspire your best life by relentlessly caring, learning and innovating. This is our purpose. Together with our values - belonging, respect, excellence, accountability, teamwork and humility - our pillars set our foundation and our future.

Equal Opportunity Employer