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Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.
Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work? Position Description: Job Summary:The Service Coordinator - SOM:• Enters tickets directly into tracking tool as warranted.• Researches missing information and updates ticket with same.• Reviews incoming calls and tickets for appropriate routing based on team, remote desktop, and/or technician visit.• Tier 1 IT support troubleshooting for attempted first call resolution.• Primary administrative interface for PSOM PennKey and Email Account management.• Liaison with third party vendors and service providers.• Answers customer questions as it relates to ticket status and scheduling.• Updates tickets and assignments according to established procedures.• Performs administrative tasks for assigned team(s), including parts ordering, ticket creation, and other administrative tasks as assigned.• Provides coverage for other queues as assigned.• Participates in projects as assigned.• Performs other duties as assigned.• Creates job-related documentation as assigned.Accountabilities:• Delivers customer service to IS clients seamlessly across system boundaries.• Ensures safety, confidentiality & security of employee and Patient data.• Clearly communicates problems, issues and potential solutions to team members, clients and organizational administration.• Excellent interpersonal & communication skills to work with users, fellow team mates and management.• Good organization & time management skills. Demonstrates good follow up and follow through skills to ensure that all break/fix and project assignments are completed timely and in a quality fashion.• Develops a detailed knowledge of end user device and tech locations in order to appropriately assign tickets.• Monitors queue(s) and assigns tickets appropriately and in a timely manner (generally within 1 hour of receipt).• Collaborates with peers across the enterprise to develop and/or implement new policies and procedures.• Participates in the creation and maintenance of all documentation and/or metrics/reports, as assigned.• Performs regular secure data uploads and secure record management according to customer needs and timetables.• Demonstrates analytical and problem solving skills. Ability to solve non-complex missing information and/or ticket routing problems.• Performs duties in accordance with Penn Medicine and entity values, policies, and procedures• Other duties as assigned to support the unit, department, entity, and health system organization Minimum Requirements: Required Education and Experience:• H.S. Diploma/GED • 1+ years of professional experience in a related field or a combination of experience and educationRequired Skills and Abilities:• Demonstrated interpersonal/verbal communication skills required• Ability to communicate effectively with all levels of staff required • Excellent organizational and follow-up skills required• Must be able to function as part of a team providing a high level of quality service to clients required• Must be flexible and able to multitask required• Knowledge of healthcare operations and the use of information system applications in an academic research institution preferred• Experience utilizing help desk/workflow tools preferred• Proficient with database use including queries and reporting preferred Additional Information: As part of our COVID-19 response, this position may currently be offering partial or full remote work. However, in the near future this position will require full or partial on-site work.Be a part of the exciting and ground-breaking upcoming years for the Penn Medicine Information Services department!Because growth is essential to continuing to meet the current and future needs of patients, Penn Medicine continues to expand its capabilities. Penn Medicine's Information Services (IS) Department focuses its efforts on the clinical and financial systems that support the day-to-day operations of six (6) hospitals, several satellite practices, and more than 8,923 physicians. Learn more about Information Services We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.Penn Medicine http://www.pennmedicine.org/careers/ Live Your Life's Work We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.- ID: #42676579
- State: Pennsylvania Philadelphia 19019 Philadelphia USA
- City: Philadelphia
- Salary: USD TBD TBD
- Job type: Permanent
- Showed: 2022-06-09
- Deadline: 2022-08-07
- Category: Et cetera