Service Desk Tech (Thursday-Monday 2:00pm-10:00pm)
Job description
Washington Regional
Washington Regional Medical Center is our region’s only locally governed, community-owned, not-for-profit healthcare system. Our system includes a 425-bed acute care hospital located in the heart of Fayetteville supported by our clinic system - including primary, specialty and urgent care operations - that span across Northwest Arkansas into Harrison and Eureka Springs. Being heavily supported and invested in our community makes Washington Regional a unique employer, encouraging staff to give back to the community in which we live and work … and give back to each other.
Washington Regional Mission, Vision and Values prove to be a firm foundation and inspiration from which we fulfill our purpose.
Mission: Washington Regional is committed to improving the health of people in communities we serve through compassionate, high quality care, prevention and wellness education.
Vision: To be the leading healthcare system in Northwest Arkansas - the best place to receive care and the best place to give care.
Values: To treat others – patients and their families, visitors, physicians, and each other – as we would want to be treated.
Position Summary
The role of the Service Desk Tech reports to the Communications PBX Manager. This position is responsible for providing quality communication amongst multiple entities in a timely and professional manner. This position will spend 90% of work time sitting while performing frequent repetitive motions such as; picking up a telephone, typing, and speaking for the duration of their scheduled shift. This position will spend 10% of work time standing and/or walking short distances while occasionally pushing, pulling, lifting and/or carrying up to 50 lbs.
- Process complex emergency tasks for call teams and safety codes
- Ensure all communication is provided with the highest standard of customer service
- Perform emergency and routine overhead paging, emergency call team notifications, monitor all alarms within PBX and notifies appropriate personnel as required.
- Respond timely and accurately to disaster and emergency situations, as required, maintaining a calm demeanor and following detailed procedures.
- Maintain a high level of competency with expected job duties utilizing all necessary training materials and resources
- Provide level-1 Help Desk support for callers regarding the WR HealthLink Patient Portal and function as the primary Biomed, and Service Desk call center through entering work orders, solving low complexity issues, and communicating with the technicians, as needed.
- Assist with documentation and reporting requirements, maintain a strong understanding of document retention guidelines and requirements
- Answer and dispatch incoming, outgoing, and inter-office phone calls utilizing a digital PBX, radio walkie-talkie, alpha pagers, cell phone, Vocera voice communication units, overhead speaker, while accurately utilizing the features of each system and reporting issues as required.
- Maintain confidentiality, security and integrity of patient and organizational data ensuring the release of information is consistent with all privacy policies
- Maintain a high level of knowledge about the organization to assist with providing information including, but not limited to, hours of operation, wayfinding, service lines, E-Team members, mission, and values
- Complete projects timely as assigned
- Submit ideas for improvement, as necessary
- Assists with maintaining cleanliness, safety, and security of the PBX area
- Education: High school diploma or GED
- Licensure and Certifications: N/A
- Experience: Previous switchboard experience in a healthcare setting or emergency dispatch position, preferred.
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