Schedule Weekly Hours:
28Join our team as a Telecommunications Service Assistant and contribute to providing exceptional service to our patients, families, and staff!
What You'll Do:
As a Telecommunications Service Assistant, you will be responsible for handling external and internal phone calls for GHS departments/staff on the Onalaska or La Crosse main campuses, while maintaining an empathetic, calm, and professional manner. Our software application tools provide the screening questions and appropriate call flows required to determine the best outcome for the caller and support our various directives. Pager and on-call schedule administration/activation, emergent events, documentation, and clerical duties are included in many of our call flows.
What's Available: 0.7 FTE: 56 hours bi-weekly
Alternating Schedule:
Week 1: Monday-Friday 8:00am-1:00pm
Week 2: Monday-Wednesday 8:00am-1:00pm and Friday and Saturday 3:00pm-11:00pm
Week 3: Monday-Friday 8:00am-1:00pm
Week 4: Monday-Wednesday 8:00am-1:00pm and Saturday and Sunday 9:00am-5:00pm
Location:
Onsite at our Onalaska, WI - Support Services Building
Starting pay of $17.00/hour and up, based on your years of experience, with applicable shift differentials
What You'll Need:
High School Diploma or equivalency
Strong customer service skills
Excellent problem-solving abilities and attention to detail
Proficient in using computer systems and software applications
Strong communication skills, both verbal and written
Ability to multitask and prioritize tasks in a fast-paced environment
In addition to this meaningful and important work, we offer a competitive benefits package:
Benefits: In addition to medical and dental, we have pet insurance and a substantial contribution to retirement
Work/life balance: 24/7 Employee Assistance Program for employees and their families, generous PTO and paid holidays
Health/Wellness: GunderZen Relaxation Room including massage chairs, corporate gym and yoga, local gym discounts
Professional Development: Tuition Invest Program totaling up to $2k per year, access to a catalogue of hundreds of internal courses, corporate incubator, Career Development Center
DEI: 12 months of Celebration to include monthly educational events
Job Description:Handle incoming calls for Gundersen Health System.
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
Equal Opportunity Employer