Senior Rehab Systems Support AnalystPosted: November 14, 2009
Genesis HealthCare…is focused on becoming the recognized leader in clinical quality and customer satisfaction in every market we serve. We have earned the reputation as a great place to work, with one of the highest retention levels in the industry. A competitive pay and benefits package is only part of the reason. Many of our employees cite Genesis HealthCares corporate integrity as the main reason they pursued a job here. Honesty and integrity are two of the 12 core VALUES of our company and we take great care in imbedding them into the framework of everything we do. We believe that our employees are our greatest asset - they are the service we provide, the product we deliver and our most valuable resource. Genesis HealthCare is looking for three (3) Tier Two Application Support Analysts to join our IS team in Kennett Square, PA. Responsbilities: 1. Acquire in-depth working knowledge of the Genesis systems environment and routine office systems tools used by our business (e.g. Microsoft Office, Internet, Intranet (ICE/SharePoint), VPN, wireless connections, Genesis Network, PC/printer. Acquire special skills supporting the software utilized by our Rehab Customers. 2. Work with the business to identify their system issue, diagnose the system issue and provide responsive, accurate, quality feedback to the business on the way to resolve their issue. Work to resolve the majority of calls / inquires on the first customer contact. 3. Look for trends in calls / inquiries, and take or recommend actions to eliminate or address these issues in a more effective manner. 4. If escalation is required, effectively triage the call / inquiry and provide a seamless transition to the appropriate IS analyst. 5. Track all support center activity in the CRM system SalesLogix. Insure closure of open tickets / issues both in the Support Center System and with the customer. Should an issue be open for an extended period of time, provide periodic status updates to the customer. Serve as the advocate for the customer to get their question / issue addressed. 6. Responsible for following IS department policies and procedures and Genesis operational standards and practices as outlined by management. 7. Provide management with the feedback to assist in the improvement of customer service efficiency, externally as well as within the department. Work Schedule: Either 7:00am – 3:30pm or 10:30am – 7pm with rotating Sat / Sun 8am – 5pm Qualifications : 1. A four year college degree. Preferably IS related. 2. Three or more years experience in a call center or technical support environment. 3. Advanced working knowledge of SQLServer. These skills and knowledge will be leveraged to research support issues that can be answered and solved by reviewing transactions at the database level. 4. Healthcare experience a plus with understanding of HIPPA regulations. Experience within Rehabilitation Services and or Medical Billing Services desirable. 5. Working knowledge of Windows based operating systems (Windows 2000 and XP), system configurations. 6. Strong understanding of computer technology, hardware components (computers, printers, wireless, etc.), and software installation. 7. Working knowledge in the use and support of Microsoft Office Suite XP (Outlook, Word, Excel, etc) 8. Ability to learn new software applications quickly 9. Demonstrate excellent analytical and problem-solving skills 10. Must be flexible and adaptable 11. Ability to learn new software applications quickly 12. Excellent customer service skills are required 13. The ability to work under pressure and handle high call volumes 14. Excellent telephone manners and skills 15. Excellent professional written & oral communications skills 16. Strong organizational and time management skills 31456
Please refer to job code 31456 when responding to this ad.
|
