Customer Service Representative

Experience the HCA Healthcare difference where colleagues are trusted, valued members of our healthcare team. Grow your career with an organization committed to delivering respectful, compassionate care, and where the unique and intrinsic worth of each individual is recognized. Submit your application for the opportunity below:Customer Service RepresentativeHCA Healthcare

HCA Healthcare offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:

• Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.
• Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.
• Free counseling services and resources for emotional, physical and financial wellbeing
• 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
• Employee Stock Purchase Plan with 10% off HCA Healthcare stock
• Family support through fertility and family building benefits with Progyny and adoption assistance.
• Referral services for child, elder and pet care, home and auto repair, event planning and more
• Consumer discounts through Abenity and Consumer Discounts
• Retirement readiness, rollover assistance services and preferred banking partnerships
• Education assistance (tuition, student loan, certification support, dependent scholarships)
• Colleague recognition program
• Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)
• Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.

Learn more about Employee Benefits

Note: Eligibility for benefits may vary by location.

We are seeking a Customer Service Representative for our team to ensure that we continue to provide all patients with high quality, efficient care. Did you get into our industry for these reasons? We are an amazing team that works hard to support each other and are seeking a phenomenal addition like you who feels patient care is as meaningful as we do. We want you to apply

The Customer Service Representative provides support for basic incident resolution and requests reported to the ITSD Service Desk. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components. The Customer Service Representative is responsible for collecting information through a constructive customer conversation, accessing all available support tools, and additional support staff (service resources) if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner other service resources from facilities, division or corporate groups, or the corporate service desk.

GENERAL RESPONSIBILITIES

• Addresses and resolves basic (Tier 1) incidents and requests and when applicable addresses and resolves Tier 2 incidents and requests with quality documentation; logs all incidents and requests in Service Central; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
• Takes ownership of issues and actively facilitates resolution of reported incidents.
• Uses the appropriate product categorization for logging incidents and requests.
• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
• Creates an environment of teamwork and lateral service so that the needs of our customers and colleagues are met.
• Ensures the best end-to-end customer experience and provides a single point-of-contact for the customer.
• Empowered to create unique customer service experiences that reflect highly on HCA.
• Responsive to the expressed and unexpressed needs of our customers.
• Takes pride in his/her work and demonstrates outstanding professionalism in providing service to all HCA customers including but not limited to employees, patients, and their families.
• Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution.
• (Corporate/As Required) Follows up with other service resources involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases
• Contributes to and updates self-help and staff knowledge bases.
• Increases general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.
• Uses Service Central Templates when available to ensure accurate and necessary information is obtained.
• Provide on-call support as needed and/or assigned.
• Build relationships with other IT&S teams through frequent constructive communication
• Identifies opportunities for implementing process improvements
• Adheres to and supports HCA IT&S standards, policies, and procedures.
• Maintains and protects confidentiality with regard to all aspects of patient care and employee information.
• Adheres to Code of Conduct and Mission and Value statements.
• Performs other duties as assigned.

RELEVANT WORK EXPERIENCE

• Less than 1 year experience required
• Two years Customer Service preferred

EDUCATION

• Associate's Degree preferred

OTHER/SPECIAL QUALIFICATIONS KNOWLEDGE, SKILLS & ABILITIES

Required:

• Demonstrates ability and desire to learn Corporate, Division, and Facility-specific applications, technology, and terminology.
• Customer service orientation and/or prior customer service experience
• Demonstrated ability to learn customer support processes and techniques.
• Demonstrates strong analytical skills or solid understanding of troubleshooting methodology
• Ability to solve problems.
• Competency in MS Office Suite and MS operating system

Preferred:

• Experience with call center techniques
• Competency in call center tracking tools
• Prior experience supporting customers in use of application software.
• Proficiency in using support software tools.
• Mobile device support experience
• Apple product support experience
• Strong understanding of HCA security-related procedures.
• Understanding of Healthcare technology industry
• Basic network troubleshooting and support experience
• General desktop support experience

PHYSICAL DEMANDS/WORKING CONDITIONS

Requires prolonged sitting, some bending, stooping and stretching. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment. Requires normal range of hearing and eyesight to record, prepare and communicate appropriate reports. Work is performed in an office environment. Work may be stressful at times. Contact may involve dealing with angry or upset people. Staff must remain flexible and available to provide staffing assistance for any/all disaster or emergency situations.

OSHA CATEGORY – The normal work routine involves no exposure to blood, body fluids, or tissues (although situations can be imagined or hypothesized under which anyone, anywhere, might encounter potential exposure to body fluids). Persons who perform these duties are not called upon as part of their employment to perform or assist in emergency care or first aid, or to be potentially exposed in some other way.

HCA Healthcare has been recognized as one of the World's Most Ethical Companies by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated $3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.

"There is so much good to do in the world and so many different ways to do it."- Dr. Thomas Frist, Sr.

HCA Healthcare Co-Founder

If you find this opportunity compelling, we encourage you to apply for our Customer Service Representative opening. We promptly review all applications. Highly qualified candidates will be directly contacted by a member of our team. We are interviewing - apply today

We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.