Customer Service Operator, 11p-7a, Saturday & Sunday, Lincoln

JOB DESCRIPTION
Job Title:  Operator-Night                               
Job Code:  880059
Immediate Supervisor:  Telecommunications Manager                              
Status:  Non-exempt
I.   DEPARTMENT FUNCTION/JOB OVERVIEW
Responsible for assisting in quality delivery of the daily operation of the facilityâ??s computer system including preparing reports, batching jobs, performing print jobs, daily electronic backups of the computer system and assuring quality operation of the facilityâ??s switchboard at all times. Work will be performed in an ethical and legal manner following organizational policies, processes, protocols and procedures. Responsible for quality service delivery and internal/external customer relations for Madonna as a whole, including upholding the mission and values for the department and facility.

II.  ESSENTIAL FUNCTIONS
(INFORMATION)

1. Perform scheduled back up of computer servers.
2. Complete scheduled maintenance procedures, Crystal reports, and PBIS reports.
3. Follow operational definitions to ensure adequate and quality implementation of efficient telephone services and support to all customers.
4. Data entry.
5. Meets and adheres to tasks and responsibilities of Operator (1).
6. Maintain help desk phone for ITS and calls appropriate people as needed.
7. Coordinate copy order requests.
8. Precise documentation skills including morning report completion.
9. Communicate issues to all shifts via scheduled reporting.
10. Good judgment skills in escalating problems to appropriate staff for resolution.
11. Ensure all parts of the computer system and the facility telephone system are properly working.
12. Follows prescribed methods to find and correct problems for reporting to proper individuals.
13. Scans and prints all charge cards for patientsâ?? charges nightly including MRH and MRSH.
14. Check â??WOWâ??sâ? for nursing stations weekly.
    (PEOPLE)
15. Interacts with staff in all departments in a friendly and helpful manner.
16. Perceive customer service as a primary focus to the department and strive to satisfy the needs of all.
17. Possess problem identification skills functional vs. technical with attention to detail.
18. Clear communication skills. Must be able to follow instruction via a telephone for remote assistance in troubleshooting servers  and telephone system equipment.
    (THINGS)
19. Maintains a clean, organized and safe environment.  Handles and operates all necessary equipment and performs required duties according to established safety standards to maintain compliance with regulations and prevent injury.
    III.  PHYSICAL DEMANDS AND ENVIRONMENTAL CONDITIONS
    Sedentary work.  Requires adequate vision to read computer screen and print outs a good part of each shift.  Must possess the ability to speak clearly, and react quickly and calmly in placing and receiving calls of an â??emergencyâ? nature and be able to cope with stress of deadlines while working in a small, physically close space.  There will be the need for an extended shift.  This position physically demands some walking, stooping, and lifting (up to 30#).
    IV.   QUALIFICATIONS (Education/training and/or Experience)
    Education - High School Equivalency Required.  Associates Degree in Telecommunications or computer related field preferred.
    Experience Preferred - Telephone switchboard/PBX experience preferred.  Six months experience working in Microsoft Word, Excel, and server backup and monitoring required.
    Skills Required - Good typing skills.  Excellent written and oral communication skills.  Strong interpersonal skills, able to elicit cooperation and follow direction accurately within a reasonable training time.  Must possess good grammar, spelling, and organizational skills to understand and follow oral and written instruction.
    Background checks are conducted.  When specific authorization forms are requested so that full background and history can be obtained, employees/applicants must sign the form(s) requested.