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!

Qualifications:

• High School diploma or GED
• Minimum of (1) year customer service experience, preferably in the technical field
• 1 - 2 years of advanced education/training in technical field and/or 1 year technical experience preferred
• Experience with hardware and software issues
• Outstanding customer service skills and a dedication to the customer service experience
• Excellent communication (written, verbal, and presentation), interpersonal and organizational, skills
• Computer proficiency in Microsoft Office
• Dependable to be at work during assigned shifts and to complete work as expected
• Able to work independently and efficiently to meet deadlines
• Ability to work well with a team in a fast paced, constantly changing environment and follow instructions from supervisors and senior colleagues
• Able to promptly answer support related emails, phone calls and other electronic communications
• Self-motivated and detail-oriented

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 the Company's 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 and Performance Improvement activities as appropriate for the position.

Job Responsibilities:

• Uses internal call handling procedures and ticketing system for management of issue resolution data.
  • responds to requests for technical assistance via phone, electronically or in-person at assigned site
  • diagnoses and resolves technical hardware and software issues
  • researches questions using available information resources
  • advises users on appropriate action
  • follows standard help desk procedures
  • logs all help desk interactions in detail
  • redirects problems to appropriate resources
  • identifies and escalate situations requiring urgent attention immediately

• Ensures service levels are met with regard to handling calls or other requests.
• Assists in production of system training which includes user manual preparation and distribution.
• Assists in IT training as part of Organization’s orientation for all new employees.
• Assists in the maintenance of various software applications.
• Assists in various aspects of network administration as assigned.
• Assists IT management in development and maintenance of policies and procedures relating to IT system.
• Assists with creation and maintenance of procedure checklists.
• Remains current with system information, changes and updates.

Performs other duties as assigned.

Compensation Pay Range:

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.

All Chapters Health System employees performing services for Florida affiliates are submitted through the Florida Care Provider Background Screening Clearinghouse to verify eligibility after a conditional offer of employment is made as well as ongoing eligibility. For more information, please visit https://info.flclearinghouse.com/.