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Schedule Weekly Hours:

Gundersen Health System is looking to add a Telecommunications Service Assistant to our team. If you enjoy helping others, have excellent communication skills, and thrive in a fast-paced environment, this position may be a great fit for you!

Join our team and contribute to providing exceptional service to our patients, families, and staff.

What You'll Do:

As a Telecommunications Service Assistant, you will be responsible for handling external and internal phone calls for GHS departments/staff on the Onalaska or La Crosse main campuses, while maintaining an empathetic, calm, and professional manner. Our software application tools provide the screening questions and appropriate call flows required to determine the best outcome for the caller and support our various directives. Pager and on-call schedule administration/activation, emergent events, documentation, and clerical duties are included in many of our call flows.

What's Available:

• 72 hours biweekly (0.9 FTE)
• Must be willing to work a rotating schedule between days, evenings and the occasional overnight and a rotating weekend schedule.
• The department is staffed 24/7.  Rotating schedules are posted 4-6 weeks in advance.
• Typical hours will be 8:00am-4:30pm, 8:30am-5:00pm, 3:00pm-11:00pm, with occasional 11:00pm-7:00am + rotate every other weekend.
• Located at Onalaska, WI - Support Services Building
• Starting pay of $17.00/hr and up, based on your years of experience, with applicable shift differentials

What You'll Need: 

• High School Diploma or equivalency
• Strong customer service skills
• Excellent problem-solving abilities and attention to detail
• Proficient in using computer systems and software applications
• Strong communication skills, both verbal and written
• Ability to multitask and prioritize tasks in a fast-paced environment

In addition to this meaningful and important work, we offer a competitive benefits package:

• Benefits: In addition to medical and dental, we have pet insurance and a substantial contribution to retirement
• Work/life balance: 24/7 Employee Assistance Program for employees and their families, generous PTO and paid holidays
• Health/Wellness: GunderZen Relaxation Room including massage chairs, corporate gym and yoga, local gym discounts
• Professional Development: Tuition Invest Program totaling up to $2k per year, access to a catalogue of hundreds of internal courses, corporate incubator, Career Development Center
• Diversity, Equality, Inclusion:  12 months of Celebration to include monthly educational events

About Gundersen Health System:

Gundersen Health System is a physician-led, not-for-profit healthcare system that includes a teaching hospital; community clinics; affiliate hospitals, clinics, and nursing homes; behavioral health services; vision centers; pharmacies; and air and ground ambulance services. We serve more than 500,000 residents throughout 19 counties throughout western Wisconsin, northeastern Iowa, and southeastern Minnesota. Our La Crosse, WI main campus is a 325-bed teaching hospital, tertiary referral center, and a Level II Trauma Center. Our mission is to deliver Love + Medicine every day to change lives in our communities and enrich the lives of our employees.

Job Description:

In Telecommunications, we are committed to a culture of service that is built on the foundational values of respect, transparency, and trust. Strong customer service skills, attention to detail, and an ability to multi-task in a fast-paced environment are important in this role. Telecommunications Service Assistants provide quality 24/7 customer service, for both external and internal callers, following our screening guidelines and maintaining an empathetic, calm, and professional attitude.

Major Responsibilities:

1.    In every interaction, display active listening and communicate in a clear and respectful manner, while determining the appropriate call flow to follow for their specific request.
2.    Adhere to the Gundersen mission statement, employee compact, customer service standards and organizational policies and departmental procedures.
3.    Appropriately activate specialized teams and notify staff of designated events or conditions via group paging, Enotify (ENR), or the overhead alert system following flow charts.
4.    Enter EPIC encounters for Telephone Nurse Advisor’ patient’s overflow calls, escalating defined emergent medical issues to the TNA emergent line for immediate triage.
5.    Effectively answer and direct callers with complaints to Patient Experience, ensuring that their concerns are heard and addressed.
6.    Access patient charts to confirm or cancel appointments and verify locations, after hours.
7.    Demonstrate and maintain core competencies in our various computer systems and applications.
8.    Collaborate respectfully within and across teams and departments. 
9.    Compassionately provide after hour answering service for Hospice patients and family members.
10.    Assist with paging, pager status updates, or pager replacement for colleagues. Refer requests for pager or text to cell assignments, group paging administration to Telecommunications coordinator or manager.
11.    Provide on call scheduling assistance and ensure assignment coverage.
12.    Adhere to regular and predictable attendance practices.
13.    Perform other job-related responsibilities as requested.
 

Education:

REQUIRED

High School or equivalency

Work Experience:

REQUIRED

One year customer service experience

License and Certifications:

N/A

Age Specific Population Served:

Nonage Specific (N/A)

OSHA Category:

Category III - No employees in this job title have a reasonably anticipated risk of occupational exposure to blood and/or other potentially infectious materials.

Environmental Conditions:

Not substantially exposed to adverse environmental conditions (as in typical office or administrative work).

Physical Requirements/Demands Of The Position:

Sitting Continually (67-100% or 8 hours)

Static Standing Continually (67-100% or 8 hours)

Reaching - Shoulder Level Continually (67-100% or 8 hours)

If you need assistance with any portion of the application or have questions about the position, please contact [email protected] or call 608-775-0267

We inspire your best life by relentlessly caring, learning and innovating. This is our purpose. Together with our values — belonging, respect, excellence, accountability, teamwork and humility — our pillars set our foundation and our future.

Equal Opportunity Employer