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Client Services Analyst

GENESIS HEALTHCARE SYSTEM

In order to fill our Mission of serving our community by helping each person achieve optimal health and well-being by providing compassionate, exceptional, and affordable healthcare services, all employees of Genesis HealthCare System must be committed to living the Genesis Mission and Genesis values of Compassion, Excellence, Integrity, Team, and Innovation. All employees must regard themselves as an ‘owner’ of Genesis and keep our patients at the center of everything we do - always.

Position Details:

Work Shift:

Day Shift (United States of America)

Scheduled Weekly Hours:

Department:

IT Technical & Support Services

Overview of Position:

Provides support and services including telephone and remote-control computer support, computer education, and working at the Client Services Support Desk. Provides level I hardware and software support for personal computers, mobile devices and peripheral hardware. Assists with the assignment and management of computer system/network user identifiers, and passwords based on the established security policies, procedures and practices.

ESSENTIAL DUTIES
1. Provide telephone support of all computer systems, including assistance and management via remote control.
2. Data entry and status tracking using online request tracking system.
3. Escalation and follow-up on requests outside skill set.
4. User education and training for supported systems.
5. Timely maintenance of all user accounts for supported systems.
6. Development and updating of system support documentation.
7. Filing, maintenance, check out of shared equipment
8. Issue, configure, and de-commission mobile devices
9. Enforce Genesis Policies and Cybersecurity best practices
10. Ability to work in a multi-disciplinary organization.

QUALIFICATIONS
1. Minimum of two-year college degree, or a technical certification, or minimum two-year customer support/helpdesk related experience.
2. HDI Support Center Analyst certification required or completed within 18 months of start date.
3. Experience with Intel Based PCs running Windows 7 or Windows 10, Microsoft Office 365, and the Outlook Email system.
4. An understanding of personal computer hardware, operating systems, application software, computer and network security principles and the responsibilities associated with the administration of the computer security function.
5. Computer system and software support experience and strong customer relation skills are required.
6. Excellent communication, telephone, presentation, analytical and problem-solving skills. Communicate effectively when dealing with both internal and external customers/vendors.

PATIENT CENTERED CARE & BEHAVIORAL EXPECTATIONS
1. Living the Genesis Mission, Vision and Values:

Performs work in a manner that is quality focused.
Treats patients, co-workers, visitors and volunteers with courtesy, compassion, empathy and respect.
Results oriented and focused on achievement of objectives.
Acknowledges and responds to the diversity of people and the situation.
Encourages peers (others) to be owners of change.
Always makes the effort to anticipate and exceed customer needs and expectations.
Possesses the ability to engage others with patience and understanding.
Acts in a manner that creates positive first and lasting impressions.
Demonstrates the ability to own issues until they are resolved.

2. Patient Centered Care (patients/families, physicians, co-workers, all other internal/external customers)

Introduces self and role…connects with everyone.
Communicates effectively (i.e. advising others of actions, pertinent information, time durations, etc.) and asks for feedback.
Asks for and anticipates needs and concerns of others.
Maintains a positive work environment for staff and a healing environment for patients (i.e. safe, clean, quiet, etc.)
Maintains the dignity and privacy of each person; manages confidential/sensitive information appropriately.
Responds to requests in an appropriate and timely manner.
Exits patient/customer encounters courteously, asking if there are additional needs that can be addressed.

3. Promotes Patient and Employee Safety

Demonstrates safe Patient Handling (i.e. transfers, transport, care administration, nutrition, medication, etc.)
Demonstrates safe Materials Handling (i.e. appropriate use and disposal of chemicals, infectious wastes, etc.)
Demonstrates appropriate knowledge of Infectious Disease precautions and use of proper protective equipment
Demonstrates Slips/Trips and Falls Awareness.
Actively contributes to maintaining a safe, clean and quiet environment.

WORKING CONDITIONS/PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Input and review data through a personal computer (PC).
2. Read, write and utilize manual and computerized systems and documentation.
3. Collect data, interpret findings, set priorities and carry out established plans.
4. Regularly lift and/or move 25 lbs.
5. Occasionally climb, balance, stoop, kneel, crouch or crawl.
6. Must be available for on-call rotation and support 24x7 shifts.

This description reflects in general terms the type and level of work performed. It is not intended to be all-inclusive, nor portray the specific duties of any one incumbent.

Thank you for your interest in employment at Genesis. Genesis is committed to being an equal opportunity employer. Selection of applicants for employment is based only on qualifications and the requirements of a specific job.

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