Allegheny Health Network Careers

Date Posted: 1/17/17

Position Number: 55381

Location: 4 Allegheny Center (North Shore)

Allegheny Health Network is an integrated delivery network focused on preserving health care choice and providing affordable, high-quality care to the people in our communities.  With more than 14,000 employees including 7,400 health care professionals, nearly 200 primary care and specialty care practices, Allegheny Health Network includes seven hospitals in Pennsylvania with nearly 2,400 licensed beds.

Allegheny Health Network’s clinical expertise ranges from primary care to the most complex surgical procedures.  Services include cancer diagnosis and treatment, cardiovascular care, neurological and neurosurgical services, organ transplantation, orthopedic and rehabilitation services, and women’s health. 

Department: Facility Maintenance Services/Call Center

Status: Full-Time

Union/ Non-union: Non-union

Job Summary:

 The purpose of this job is to work with customers via phone, chat, email, etc. to resolve facility-related issues using Archibus (facilities software).

Job Responsibilities:

• Provides outstanding customer service by answering incoming service requests via phone, chat, email, and online requests from all business units on facility-related issues.
• Responds promptly to customer inquiries and concerns.
• Follows up with customers to ensure their satisfaction.
• Generates and dispatches service request work orders for completion by vendors.
• Updates customer service contact rosters as needed with updated service information.
• Contacts customer for additional information and for communicating the steps in the work order process.
• Runs, reviews, and distributes various customer service reports as necessary.
• May assist with the training of new hires and/or co-workers on the customer service database (Archibus), email, and call center procedures.
• May assist with the training of new tech for Archibus (mobile and web-central), via GoToMeeting or LIVE onsite
• May assist with the PM process, including reporting
• May assist with the Life Safety process, including reporting
• Performs other duties as assigned or required.

Qualifications:

• Two years related experience.
• Prior customer service experience preferred.
• One year of Archibus experience preferred.
• Great communication skills with customers and coworkers.
• Great team skills, works well in a team environment.
• Ability to think innovation and process improvement
• Requires basic analytical skills.
• Intermediate knowledge of Microsoft Office suite of products.
• Ability to type 45-50 words per minute.
• Ability to comprehend and interpret instructions, short correspondence, and memos and ask clarifying questions to ensure understanding.
• Ability to write routine reports and correspondence.
• Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor.
• Ability to calculate simple figures such as percentages.
• Ability to understand and carry out general instructions in standard situations.
• Ability to solve problems in standard situations.
• Follows standard and/or other appropriate precautions using personal protective equipment as required.