Job Summary

Provides telephone, email, and web submission support for the enterprise’s customer facing portals and is the main point of contact for portal users. This support includes exceptional customer service, troubleshooting, and user technical support. Using common trouble-shooting techniques and questions the agent will attempt to resolve the issue using a documented fix or workaround on initial touch or contact.

Job Duties

• Receives customer calls and communications in a courteous manner.
• Documents accurately all inquiries/concerns.
• Records the details of the incident or request into the call ticketing system, including actions taken.
• Assesses the impact and urgency of the issue and sets priority according to standards.
• Attempts to resolve the issue using a documented solution or workaround in an attempt at first touch resolution.
• Provides support to customer questions in addition to aiding with issues.
• In the case of a workaround, determines the correct path for a permanent solution and routes the ticket according to established protocol.
• Uses approved communication methods to notify customers of scheduled and unscheduled disruptions.
• Follows support procedures through training guides, knowledge-based articles, and job training.
• Participates in the creation or update of documentation.
• Communicates and coordinates with the appropriate internal departments to resolve customer concerns/issues.
• Manages critical or major impact incidents by participation in the event and maintaining a calm presence and following protocol established.
• Follows up on issues that require further research for resolutions in a timely manner.
• Escalates issues to 2nd tier support, as needed based on issue procedures.

Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.

*Relevant experience may be a combination of related work experience and degree obtained (Associate’s Degree = 2 years; Bachelor’s Degree = 4 years).

Position Details

Internet requirements:

​Employee required to have/supply: Cable modem, (high speed, only - No DSL or Wireless Cellular Service or Satellite Service) The minimum requirement is:

• •25 MBPS UP
• •75 MBPS DOWN
• •<150 ms Ping Required
• •<30ms Jitter Required

Computer must be connected to the internet via Ethernet cable; wifi is not permitted unless a Virtual Private Network (VPN) is used for the wifi connection

Education

High School Diploma or Equivalent (GED)- (Required)

Experience

Minimum of 2 years-Relevant experience* (Required)

About Geisinger

Founded more than 100 years ago by Abigail Geisinger, the system now includes ten hospital campuses, a 550,000-member health plan, two research centers and the Geisinger Commonwealth School of Medicine. With nearly 24,000 employees and more than 1,700 employed physicians, Geisinger boosts its hometown economies in Pennsylvania by billions of dollars annually. Learn more at geisinger.org or connect with us on Facebook, Instagram, LinkedIn and Twitter.

Our Commitment to Diversity, Equity and Inclusion

Geisinger values who you are, where you are from, and where you are going. We seek out people of various backgrounds and cultures with unique abilities, non-traditional career paths and ambitious aspirations. We are an Affirmative Action, Equal Opportunity Employer. Women and Minorities are encouraged to apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status. Read more about Our Commitment to Inclusive Recruiting.

Our Vision & Values

Everything we do is about making better health easier for our patients, our members, our students, our Geisinger family and our communities.

KINDNESS: We strive to treat everyone as we would hope to be treated ourselves.

EXCELLENCE: We treasure colleagues who humbly strive for excellence.

LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow.

INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation.

SAFETY: We provide a safe environment for our patients and members and the Geisinger family.

Our Benefits

We offer healthcare benefits for full time and part time positions from day one, including vision, dental and prescription coverage.