Job Summary This position answers inbound support calls, works with customers to define and document incident scope, research and troubleshoot issues to achieve first call resolution or escalate incidents when appropriate. This position is responsible for and/or participates in creating functional documentation, creating training materials, and facilitating and leading training programs to achieve desired results.
Provides end user application support, defines & documents incident scope, use critical thinking to analyze problems, identifies root cause, troubleshoots issues to achieve first call resolution or escalates issues when appropriate. Triages and prioritize incidents, monitors incident status, takes ownership and follow-up with other departments to ensure timely issue resolution. Reports for emergency response and performs assigned tasks. Follows up with customers to obtain additional information and ensure incident resolution. Effectively utilizes application tools, assist users with access, navigation, and use of supply chain applications. Documents and submits new content to the knowledgebase, maintains team website, creates process maps, develops new framework & processes around problem management, develops training materials for customers and staff. Coaches and trains less experienced users, performs quality assurance on incidents and requests to identify coaching opportunities, provides leadership on projects assigned to Supply Chain Informatics.
Manages the process by identifying, assisting and coordinating standard master data across all facility entities. Manages master data and contract management process from inception to completion.
Uses communication skills to listen to, identify & address customer needs while building a relationship and rapport with customers. Builds positive working relationships with team members, managers & all departments. Prioritizes and responds promptly based on severity levels to needs of the customer. Proactively or timely recognizes opportunities for service recovery and acts to resolve issues.
Creates training and education documentation to support metrics, policies, procedures, and system tools. Provides training view phone, online, and in person.
Completes project job assignments to ensure achievement of established project milestones.
Performs other duties as assigned.
Internal Number: 2018-12580
Let’s transform healthcare together.
Every day, we bring patients convenient, coordinated access to healthcare while providing meaningful service to our community.
Join us and you will:
Develop professionally and achieve your career goals
Enrich your life with a focus on wellness
Enjoy a compassionate, caring culture with outreach to our local communities
Support the well-being of you and your family with a diverse portfolio of benefits
Welcome to HonorHealth.
We are a non-profit, local healthcare organization known for community service and outstanding medical quality. Our organization encompasses five acute care hospitals with approximately 10,500 employees and 3,100 volunteers, urgent care centers, clinical research, medical education, an inpatient rehabilitation hospital, an Accountable Care Organization, two foundations, and extensive community services.