Provider Help Desk Analyst

The Provider Support Specialist reports to the Manager of Provider Support and Engagement. Daily activities include providing technical support to Provider end-users through the department's telephone support line, including Tier 2 workflow assistance, troubleshooting technical issues, and assisting with basic access problems. Provide support for other Steward IS teams as needed. Must have the ability to maintain a flexible schedule and cover any shift which can include occasional after-hours and weekend hours.

KEY RESPONSIBILITIES:

Answer and record online calls coming into the Provider Help Line
Perform troubleshooting to end users for Steward Health Care and all its entities
Utilize stored information and documentation to help resolve issues
Utilize various communication methods including email and instant messaging applications
Prioritize and escalate problems within given guidelines
Triage issue to appropriate group(s) if request cannot be resolved
Provide daily turnover reports
Maintain proper shift coverage for answering calls
Work with groups external to the Help Desk to ensure a timely and effective hand-off of triaged calls
Participate in an on-call rotation
Perform other duties as assigned
Travel for on-site work as required to support system initiatives
Demonstrates respect and regard for all patients, families, visitors, and fellow employees to ensure a professional, responsible, and courteous environment.
Commits to recognize, respect cultural diversity for all and communicates effectively with respect of differences in cultures, values, beliefs and ages, utilizing interpreters when needed.

REQUIRED KNOWLEDGE & SKILLS:

One year experience in Customer Service, phone experience preferred, Healthcare IT preferred
Knowledge of wireless devices (iPhone, Tablets)
Strong analytical and problem-solving skills

Ability to function effectively in a high stress environment
Ability to multitask and prioritize work requirements
Excellent interpersonal and communications skills, including the ability to establish and maintain effective working relationships with others
Excellent organizational skills
Ability to follow direction, to work independently and take initiative over diverse project areas.
Ability to be flexible, versatile and adaptable in day-to-day activities conducted in a multi-site environment
Rely on experience and judgment to plan and accomplish goals
Ability to express ideas concisely and clearly (verbal & written)
Ability to prioritize projects and daily workflow.
Ability to effectively prepare presentation material and present information to IS staff, management, hospital and public groups
Ability to read, analyze and interpret applicable technical documentation, system reports, software licenses and contracts
Adhere to the department Mission statement and values

EDUCATION/EXPERIENCE/LICENSURE/TECHNICAL/OTHER:

• Education: 2 year college program certificate, or equivalent work experience

• Experience (Type & Length): One year experience in Customer Service; phone experience preferred and healthcare IT preferred
• Software/Hardware: Ability to use Microsoft Teams for internal communication and external outreach (screen share / remote desktop)
• Other: Ability to have a flexible schedule; to cover any shift, which can include occasional after hours and weekend hours.