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Client Service Analyst Associate in Altamonte Springs, FL at Adventist Health System

Date Posted: 12/7/2018

Job Snapshot

  • Job Schedule
  • Job Category
  • Date Posted:
  • Job ID:
  • Job Function
    Information Systems
  • Travel
  • Shift
    1 - Day
  • AHS Zone
    1-Shared Services
  • Organization
    Adventist IT

Job Description

Full time, Monday-Friday
Be part of the Adventist Information Technology family.
Where you work matters. Working here is like being part of a family. Not just with those you serve, but also with your team members. It’s about making a difference, saving lives, and helping others live a fuller one. You’ll be joining a family of tens of thousands of team members who understand that what they do is bigger than healthcare. It is living out our mission to Extend the Healing Ministry of Christ and being there for someone every step of the way-body, mind, and spirit.
This is more than a career. It is a calling.
With hospitals and facilities in 9 states, you’ll have endless opportunities to take your talents, develop your skills, and grow as a professional in a place that truly cares about your success. If you are driven, compassionate, someone who always wants to go above and beyond because you care and believe what you do makes a difference - AdventHealth is for you.
The Client Services Analyst is a key member of the AIT Service Desk team and plays a critical role in providing a first point of contact for internal and external customer support pertaining to the following lines of service: patient / equipment transportation, interpreter services, facility work orders, Aeroscout (RTLS) alerts, and the various consumer patient portal applications
What you will be responsible for:
  •  Responds to incoming phone calls, alerts, and emails pertaining to patient / equipment transports, interrupter s ervices, Aeroscout (RTLS), facility work orders, and patient portal incidents & requests
  • Navigates through multiple computerized ticketing systems / applications to document and input incoming customer requests for service
  • Delivers customer service that is knowledgeable, empathetic, patient, prompt, and courteous by positively engaging with each customer and establishing a high degree of satisfaction
  • Creates a positive customer support experience by building strong relationships through problem analysis, clear communication, and a consummate professional attitude
  • Addresses and resolves Level 1 incidents and requests at the first point of contact by exhausting all available resources to provide consistent and high quality service
  • Provides clear, detailed, and concise documentation (including customer communication, troubleshooting & resolution steps) in the various computerized ticketing systems to ensure high accuracy and quality of work
  • Responds and escalates customer inquiries as needed by collaborating with Level 2 teams to ensure the customer~s ticket is addressed in a timely manner
  • Contributes to the overall success of the team by achieving quality assurance and productivity goals
What you will need:
  • High school diploma or GED equivalency Minimum of 1 year experience working at a Service Desk, Call Center, or Customer Facing role
  • Associate's degree in related field Minimum of 2 years~ experience working at a Service Desk, Call Center, or Customer Facing role
  • ITIL Foundation certification or willing to obtain within sixty days of employment

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.

Location | Organization | Category | Job Function