NATURE OF DUTIES:
The primary duties of this position are to provide end-user support to employees of CVL.
Travel to other locations is required on a regular basis. Must be available to take calls after hours when the need arises.
SPECIFIC DUTIES :
Provides support, administration, and training of a Microsoft Office 365 environment.
Provides application support and user training.
Provides approved hardware support and installation.
Provides network equipment and user LAN / WAN support.
Manages the maintenance and repair of I.T. equipment.
Assist in any current or new I.T. implementations.
Completes assigned service calls in an efficient and timely manner.
Logs and assigns case numbers for all service calls to provide daily work logs.
Documents all service calls in a clear and concise manner.
Assigns priorities to issues and maintains work schedules to meet project deadlines and assure maximum usage of equipment and time.
Inventory computer equipment and catalog software to be in compliance with licensing requirements.
Completes special projects and/or assignments as required by support staff or department operations.
Travels to and from remote clinics where physical troubleshooting or replacement is required and remote support is not available or possible.
Uses good judgment in decision making.
Self-directed in undertaking responsibilities.
The Help Desk Specialist performs other related duties as assigned and serves in whatever other capacity deemed necessary for successful completion of the mission and goals of CVL and in concordance with its patient philosophy.
STANDARDS OF PERFORMANCE :
1. Keeps work area neat and organized. Reports safety issues to team leader immediately.
2. Works efficiently and manages time wisely. Assist other employees when all duties are complete.
3. Communicates any problems, difficulties or concerns regarding job duties to the team leader.
4. Performs all duties without significant error occurring with any regularity.
5. Meets all deadlines and timeframes for completion of assignments.
6. Represents CVL in a professional manner at all times. Demonstrates acceptable ability to interact with physicians, staff ("internal customers") and "external customers" (patients, family members, insurance companies, home health etc.) on a professional level at all times. Exhibits good communication skills with physicians, patients, team leaders, and co-workers at all times.
7. Exhibits whenever possible a harmonious relationship with other employees in order to accomplish the duties and responsibilities of the position. While perfect harmonious relationships with all employees is sometimes not achievable, not more than an occasional complaint should be received by the team leader about the incumbent of this position.
8. The employee shall work and relate cooperatively with all other employees (internal customers) to assure optimum care for the patients of CVL and to achieve standards of care set forth by the medical staff.
9. Adheres to the CVL Compliance Plan as it pertains to the above specific job duties. Uses best efforts to maintain compliance by following the CVL Corporate Compliance Plan, attending CVL compliance education, following medical documentation guidelines, and communicating concerns regarding compliance issues.
10. Performs accurate and complete documentation in the patient's medical record, when applicable.
11. Work with the electronic medical record (EMR) staff to maintain quality and work towards future EMR development.
12. Maintains patient confidentiality according to the HIPAA standards of privacy and security.
QUALIFICATIONS FOR THE POSITION:
1. B.S. College degree, preferred.
2. 3 years of experience with administering and supporting a Microsoft Office 365 environment required.
