Rep II, DigitalHealth CustSvc
86531BR
Information Services-Customer Service
Status
Full-Time
Standard Hours per Week
40
Job Category
Information Technology,
Regular, Temporary, Per Diem
Regular
Pay Range
$22.35-$35.76 Hourly
Office/Site Location
Boston
Remote Eligibility
Part Remote/Hybrid
Job Posting Description
At Boston Children’s Hospital, the quality of our care – and our inclusive hospital working environment – lies in the diversity of our people. With patients from local communities and 160 countries around the world, we’re committed to reflecting the spectrum of their cultures, while opening doors of opportunity for our team. Here, different talents pursue common goals. Voices are heard and ideas are shared. Join us, and discover how your unique contributions can change lives. Yours included.
Leads and performs administrative functions requiring knowledge of select Digital Health technologies, policies and processes. Provides email and telephone support to patients and families, as well as BCH staff on matters involving select Digital Health technologies. Triages and routes support requests to appropriate teams and escalates issues as needed. Establishes strong relationships with patients and families, the Practice Liaison Program, Information Services and the digital health teams. Performs administrative duties supporting the daily workflow of the Practice Liaison Program while communicating effectively and promoting teamwork. Leads and performs administrative functions requiring in depth knowledge of the select Digital Health technologies, policies and processes. Assists with staff training on Digital Health technologies. Assists Digital Health teams with the rollout of new features and functionality.
Key Responsibilities:
- Provides daily phone and email support to patients, families and technical/administrative staff for select Digital Health technologies.
- Provides technical advice, problem solving assistance and answers questions; triages and refers to appropriate technical/administrative staff when unable to resolve or respond.
- Liaison between the Practice Liaison Program, Information Services, clinical departments, digital health teams and leadership to resolve technical and functional issues and answer questions.
- Remains current on all new digital health tools as well as enhancements to features and functionality for existing solutions.
- Assists with training of new and existing Digital Health Customer Service Representative I(s) on the Digital Health technologies, functionality, policies and processes, as well as on all department processes.
- Assists team with creating/maintaining user guides, training materials, and promotional literature.Assists team with the implementation/deployment of new tools, features, and functionality including documenting workflows, end user requirements and testing protocols as well as performing testing and deployment activities.
- May prepare periodic technology and user support reports on digital health support activities, progress and status for management.
- Serves as the point person in the absence of supervisor for problem identification and resolution, as well as notifying manager when confronted with difficult and/or unpredictable situations with patients, families and team members
Education Required:
- High School / GED
Education Preferred:
- Associate’s degree
Experience Required:
- 18 months’ experience as a Digital Health Customer Service Representative I OR 3 years of related experience (i.e., customer service experience, preferably in a technology help desk setting).
The posted pay range is Boston Children’s reasonable and good-faith expectation for this pay at the time of posting.
Any base pay offer provided depends on skills, experience, education, certifications, and a variety of other job-related factors. Base pay is one part of a comprehensive benefits package that includes flexible schedules, affordable health, vision and dental insurance, child care and student loan subsidies, generous levels of time off, 403(b) Retirement Savings plan, Pension, Tuition and certain License and Certification Reimbursement, cell phone plan discounts and discounted rates on T-passes. Experience the benefits of passion and teamwork.
Boston Children’s Hospital is an Equal Opportunity / Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disability.
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