Location: Chicago, Illinois
Business Unit: Rush Medical Center
Hospital: Rush University Medical Center
Department: IT Operations
Work Type: Full Time (Total FTE between 0.9 and 1.0)
Shift: Shift 1
Work Schedule: 8 Hr (8:00:00 AM - 5:00:00 PM)
Rush offers exceptional rewards and benefits learn more at our Rush benefits page (https://www.rush.edu/rush-careers/employee-benefits).
Pay Range: $46.07 - $77.40 per hour
Rush salaries are determined by many factors including, but not limited to, education, job-related experience and skills, as well as internal equity and industry specific market data. The pay range for each role reflects Rush’s anticipated wage or salary reasonably expected to be offered for the position. Offers may vary depending on the circumstances of each case.
Summary: The Digital Customer Services Manager is responsible for working with our outsourced managed services vendor in support of our front-end user experience. This role will work to ensure that the services provided by this vendor adhere to all agreed upon service levels and key performance indicators. This manager will have a clear understanding of the contract and hold the vendor accountable for successful execution of all outlined services. The Manager will work closely with D&IS leadership as demands change and assist the contract organization with navigating the RUSH culture. The Digital Customer Services Manager will drive the vision and strategy for all outsourced services with a continued vision towards innovation, efficiency, and overall excellence. The Manager will foster an environment of collaboration and inclusivity between both our in-house and outsourced team members.
Other information:
• Bachelor’s Degree in Computer Science, Information Systems or related technical field
• Minimum of 10 years of experience in customer service
• Technical Competency – Minimum of 10 years experience in day to day use of ITSM tools i.e. ServiceNow
• Customer minded – Ability to view a situation from a customer perspective and make decisions that will provide a suitable result for both the customer and the business
• Highly organized and efficient; capable of working in a fast-paced environment
• Exceptional communication skills – Ability to clearly communicate ideas and information through excellent written and verbal communication both internally and externally
• Multi-tasking Skills - Ability to multi-task and prioritize day to day responsibilities and services in an unpredictable environment
• Problem Solving Skills – Demonstrate the ability to analyze a problem for root causes and develop effective solutions to serve both customer and internal team member needs
• Team Building – Ability to bring groups together to effectively work towards a common goal Preferred Job Qualifications:
• Experience with ServiceNow
• Ability to communicate and work effectively with all levels of management and technical teams to influence change and facilitate cooperation
• Strong analytic and process skills to track and improve organizational efficiency and performance
• Organized and detailed oriented
• Experience developing and maintaining SLAs and KPIs Physical Demands: Competencies:
• ServiceNow
• Microsoft Office Disclaimer: The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.
Responsibilities:
• Manage outsourced deliverables and services for Quality Assurance
• Assist with vendor training programs to help new contractors understand our policies and procedures
• Escalation resource for any issues with meeting contractual obligations as defined within each contract
• Assist with contract negotiations for any new operational services being added to IT
• Acts as contact point between internal and external teams for outsourced projects
• Design and analyze Key Performance Indicators (KPIs) in line with outsourcing strategy in order to drive continuous service improvements
• Manage KPIs to identify capacity and managed staffing levels based on contract obligations
• Identify, track, manage, and resolve issues
• Problem solving ability / Ability to analyze and solve problems
• Perform analysis of business processes, performance audits on internal controls to identify risks
• Develop and maintain a relationship with clinical personnel to understand business operations, procedures, and functions
• Assist with handling elevated customer service issues and challenges by effectively working with outsource team members, departmental leaders, and the customer providing customers with positive solutions in a timely manner that will maintain customer loyalty
• Participates in Industry events and Trade Shows on occasion to educate self of industry trends and to continue to understand customer needs in the marketplace
• Ensures the customer’s voice is present in every decision
• Promote positive support and interaction with team members
Rush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
Salary : $46 - $77
