Senior Technical Onboarding Representative

3 weeks ago

Temple Terrace, United States Chapters Health System Full time

It’s inspiring to work with a company where people truly BELIEVE in what they’re doing

When you become part of the Chapters Health Team, you’ll realize it’s more than a job. It’s a mission. We’re committed to providing outstanding patient care and a high level of customer service in our communities every day. Our employees make all the difference in our success

Benefit eligible from day 1

Role:
The Senior Technical Onboarding Representative is responsible for the onboarding of virtual new-hire employees while ensuring that all equipment is prepared and shipped in accordance with set procedures. Accountable for IT Daily Reports, imaging equipment, updating technical knowledge articles, and maintaining physical inventory. Determines if returned equipment is viable for reissuing to employees. Follows Support Center procedures regarding technical issues, work priorities, monitoring ticket system and any special requests. In addition, provides technical support for the maintenance, development, and security of the computer information system, while also participating in the after-hours on-call rotation.

Qualifications:

Advanced education or training in technical field ITIL Certification or commitment to gain comparable certification within 1 year.Minimum of five (5) years customer service experienceMinimum of five (5) years of technical experience with progressive responsibilityWell-developed communication (written and verbal) and interpersonal skills.Excellent customer service skillsComputer proficiency in Word and ExcelMobile Driver - Valid driver’s license and automobile insurance per Company policyAbility to travel to off-site locations.Ability to work with minimal supervision, exercising discretion and independent judgement.Effectively manage multiple tasks and exercise sound judgement in crisis situations

Competencies:

Satisfactorily complete competency requirements for this position.

Responsibilities of all employees:

Represent the Company professionally at all times through care delivered and/or services provided to all clients.Comply with all state, federal and local government regulations, maintaining a strong position against fraud and abuse.Comply with Company policies, procedures, and standard practices.Observe Company health, safety, and security practices.Maintain the confidentiality of patients, families, colleagues, and other sensitive situations within the Company.Use resources in a fiscally responsible manner.Promote the Company through participation in community and professional organizations.Participate proactively in improving performance at the organizational, departmental, and individual levels.Improve own professional knowledge and skill level.Advance electronic media skills.Support Company research and educational activities.Share expertise with co-workers both formally and informally.Participate in Quality Assessment Performance Improvement activities as appropriate for the position.Uses the “Culture of Yes” model to resolve issues without setting unrealistic expectations.

Job Responsibilities:

Responsible for all virtual new hire orientation and presentations.Handles escalated virtual onboarding issues from customers and technicians.Prepares and ships all equipment to the virtual new-hire employees.Develops strategies, recommends, and implements improved procedures to enhance the Virtual New Hire experience and overall process.Ensures that all equipment returned to the Home Office is in good working order and can be reissued to virtual new hire employees or as replacement equipment to current staff.Updates technical knowledge articles using simple language and serve as Knowledge Base Manager.Serves as liaison to Education and Clinical Integration Teams.Maintains current technical expertise in IT best practices and related technology.Responsible for IT Daily Reports and systems checks.Responsible for all device imaging, enrollment, and equipment preparation.Ensures all equipment inventory levels are maintained and reordered as needed.Responsible for recycling all “beyond repair” equipment, in accordance with current policies and procedures.Reviews and optimizes asset management and control through automation and AI.Applies internal call handling procedures and use of ticketing system for management of issue resolution data to provide training and support to team.Responds to users requiring technical assistance via phone, electronically or in-person.Follows standard Support Center procedures.Troubleshoots and supports PC, laptop, tablet, phone system and smart phones, printers, and common software applications.Provides Move, Add, and Change (MAC) support for the Organization.Assists in the IT response to software and hardware problems in a timely manner to ensure minimal down time.Participates in the after hours on-call rotation.Performs other duties as assigned.

This position requires consent to drug and/or alcohol testing after a conditional offer of employment is made, as well as on-going compliance with the Drug-Free Workplace Policy.

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