Service Desk Supervisor (Full-Time, M-F 8A-5P)

Organization Overview, Mission, Vision, and Values

Our mission is to improve the health of people in the communities we serve through compassionate, high-quality care, prevention, and wellness education. Washington Regional Medical System is a community-owned, locally governed, non-profit health care system located in Northwest Arkansas in the heart of Fayetteville, which is consistently ranked among the Best Places to live in the country. Our 425-bed medical center has been named the #1 hospital in Arkansas for four consecutive years by U.S. News & World Report. We employ 3,400 team members and serve the region with over 45 clinic locations, the areas only Level II trauma center, and five Centers of Excellence - the Washington Regional J.B. Hunt Transport Services Neuroscience Institute; Washington Regional Walker Heart Institute; Washington Regional Women and Infants Center; Washington Regional Total Joint Center; and Washington Regional Pat Walker Center for Seniors.

Position Summary

The role of the Service Desk Supervisor reports to the Service Desk Manager. This position is responsible for providing quality communication amongst multiple entities in a timely and professional manner. This position will oversee the day-to-day operations of the service desk team.

Essential Position Responsibilities

• Assist with all new hire training while working closely with team leadership. Provide ongoing recaps throughout the training process and beyond
• Mentor all new hires in training to assist with growing their knowledge and skills
• Demonstrate ability to identify training opportunities for the team or individually as needed, and use creativity to keep the new hire, informed and prepared
• Answer, screen, and/or direct calls to the appropriate personnel
• Receive requests for paged messaging and ensure appropriate personnel are paged in a timely manner
• Announce routine and emergency overhead communications, process complex emergency tasks for call teams and safety codes
• Act as support desk for Health Link, primary call center for BioMed, and the Service Desk
• Ensure all communications are provided with the highest standard of customer service
• Maintain a high level of competency with expected job duties using PBX training materials, assigned reviews and team training requirements.
• Maintain proficiency with all applications used in PBX including how each work with systems within the organization and assists with advanced troubleshooting, as needed
• Attend and participate in training events organized by the department leadership team and finds creative ways to promote team units
• Ensure release of information is consistent with all privacy policies and maintains confidentiality, security, and integrity of patient and organizational data
• Monitor all alarms located in PBX and notifies appropriate personnel, as required. Responds quickly and accurately to disaster and emergency situations, as required, remaining calm and following detailed procedures.
• Provide level-1 and above Help Desk support for callers regarding the WR HealthLink Patient Portal and functions as the primary Biomed, and Service Desk call center through entering work orders, the ability to resolve low, mid-level and higher complexity issues, adhering to standards for first call resolution, and communicating with the technicians as appropriate
• Assist with the maintenance and integrity of the PBX master database, pager assignments/billing, call instructions, contact information, call groups/teams, disaster recall, physician call instructions, reporting, and intranet directory quick reference main phone and fax, etc., as assigned
• Maintain a high level of knowledge about the organization to assist with providing information including hours of operation, wayfinding, service lines, E-Team members, mission and values, etc
• Complete projects timely as assigned
• Submit ideas for improvement, be an active participant in the growth of the team
• Assists with maintaining cleanliness, safety, and security of the PBX area
• Assist with personnel issues and partner with manager, as required
• Serve as back up to manager

Qualifications

• Education: High school diploma or GED
• Licensure and Certifications: N/A
• Experience: Previous experience equaling 2-3 years in a call center, customer service or service desk experience in a healthcare setting or emergency dispatch position, required.

Work Environment: This position will spend 90% of work time sitting while performing work in a standard office environment. This position will spend 10% of work time standing and/or walking short distances while pushing, pulling, lifting and/or carrying up to 50 lbs. This position will be required to work weekend and holiday shifts, as well as the ability to cover all shifts and stay over during inclement weather to ensure coverage is expected.