Information Systems – Customer Experience Representative Job Vacancy in Sky Lakes Medical Center Klamath Falls, OR – Latest Jobs in Klamath Falls, OR

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Full Details :
Company Name : Sky Lakes Medical Center
Location : Klamath Falls, OR
Position : Information Systems – Customer Experience Representative

Job Description : POSITION TITLE: Customer Experience Representative
POSITION SUMMARY:
Customer service/experience representative, responsible for the receiving, prioritizing, documenting, actively resolving and following up on internal and external customer service requests in a professional, knowledgeable and courteous manner. Problem resolution involves the use of diagnostic and help request tracking tools, trending analysis, software and hardware knowledge, personal hands on follow-up, email and phone support. Reports to the Manager of Technology Services in Information Systems.
ESSENTIAL JOB FUNCTIONS:
Responsible for professional, knowledgeable and courteous customer communication – verbally and written focusing on empathy, patience and positivity.
Receives, prioritizes, documents, actively resolves, and provides consistent follow-up on internal and external customer service requests.
Serves as Information Systems primary contact, phone and email support, having first contact with SLMC’s customers. Focuses on a positive customer experience in the pursuit of excellent customer service.
Trained on appropriate Epic modules to support customers throughout the organization.
Conducts follow-up communication with customers in a timely manner.
Assists with Information Systems projects as assigned – software and/or hardware. Provides support to both software and hardware as needed.
Presents recommendation(s) and solution sets to customers; informs customer and leadership of what will be involved in the resolution of tickets/project(s) and documents the process, focusing on the impact on customer experience. Supports additional modules/systems as needed.
Participates in communication and planning for planned and unplanned downtimes, application support, and optimization. Provides on-call support as needed.
Communicates effectively with leadership, Providers, management, supervisors and operational staff, both internally and externally, providing, clarity and feedback, assessing the customers experience.
Rounds/solicits/surveys the organization in assessing the effectiveness of information systems and the impact on the customer experience.
Participates in hospital committees as appropriate and assigned. Assists with related policies and procedures as needed.
Consistently demonstrates a professional, self-directed approach to cooperative relationships throughout the organization. Excellent verbal and written communication with peers, co-workers, directors, physicians, office staff, and other departments; works independently and with others.
Ability to adapt to change rapidly; ability to prioritize activities complete tasks in a timely manner.
MARGINAL JOB FUNCTIONS:
Perform other duties as assigned.
Minimum Requirements
QUALIFICATIONS:
REQUIRED:
Technical/Associates or Bachelor’s Degree or equivalent level of training/experience; familiar with information technology/systems; healthcare operational and business workflows a plus; ability to organize work and attend to detail; and an ability to work collaboratively across multiple departments and multiple schedules. Works closely with organizational wide customers, Information Systems and focuses on premier customer experience/service and follow-up with customers.
PREFERRED:
Three (3) years healthcare experience; experience working with Epic Information Systems; Bachelor’s degree in Healthcare Informatics or the like or equivalent level of experience; Technical Information Systems experience and previous customer service training/experience.
TYPICAL PHYSICAL/MENTAL DEMANDS:
Medium physical demands capability required. Ability to lift ten pounds. Able to work within time constraints; high stress situations and multiple tasks; ability to maintain a professional attitude and appearance; be courteous to co-workers and patient/family. Participate and promote teamwork.
PAY RANGE: $20.75 – $31.60

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