Vanderbilt University Senior Operator Services Representative in Nashville, Tennessee

Senior Operator Services Representative (Job Number: 1801283)

Description

About the Position:

Senior Operator Services Representatives provide answering services for all sectors of Vanderbilt Medical Center & Vanderbilt University. This includes paging services, providing departmental on-call schedule information & directory listing(s) information, providing patient information, and answering general inquiries and questions. As this is a Senior position, this person sits “in charge’ and is an initial point of escalation for customers and staff.

About Vanderbilt IT:

Vanderbilt Information Technology is a division of the university whose mission is to provide world-class information technology to Vanderbilt University.

About Vanderbilt University:

Vanderbilt is a renowned private institution founded in 1873 located a little more than a mile from downtown Nashville, TN. The university’s students, faculty, staff and visitors frequently cite Nashville as one of the perks of Vanderbilt. VU is a place where your expertise will be valued, your knowledge expanded and your abilities challenged. It is a place where your diversity is sought and celebrated. It is a place where employees know they are part of something that is bigger than themselves, take exceptional pride in their work and never settle for what was good enough yesterday.

Duties, Responsibilities,and Expected Outcomes:

In Charge Support

  • Serve as a relief supervisorand/or all night shift in charge operator.

  • Actively monitor quality ofservice and responses provided through direct observation.

  • Provide assistance with pagermodifications, special needs, conference calls and information research.

  • Provide telephone answering toassist customers, including console, main line and ‘in charge’ calls.

  • Alert management to performanceand personnel issues.

Manage and Monitor Workflow

  • Analyze staffing needs andprovide management with work scheduling requirements on a daily and weeklybasis.

  • Ensure that adequate coverageis maintained on each shift.

  • Establish priorities andcoordinate activities of staff members. Ensure team tasks and duties areperformed in an accurate and timelymanner.

Manage Operator Services InformationProcesses

  • Assist in reviewing andupdating emergency and Operator Services procedure manuals; distributeinformation.

  • Actively participate in processimprovement recommendations and implementation to ensure best businesspractices. Recommend changes to improve efficiency and effectiveness.

Communication and Support

  • Represent team in presentingsuggestions and recommendations on processes and procedures in accordancewith organization quality and productivity goals.

  • Monitor procedures andprocesses to ensure proper maintenance for Operator Services applicationsand data bases to maintain the integrity of all systems.

  • Clarify, monitor and reportequipment and systems problems in a timely manner.

  • Research and resolve customerissues in a timely manner. Communicate to management satisfactoryresolution.

  • Prepare and communicate dailyactivity reports to management. Attend and participate in staff meetings.

  • Assist management with servicedelivery statistics, graphs and reports.

Experienceand Education :

*Must be able to work 6:30 PM - 6:30AM*

  • High schooldiploma or GED is required

  • Minimum of 3-5 years of Customer Serviceexperience is necessary

  • Experience ina call center is STRONGLY preferred

  • Proficient use of internet-basedapplications/software isnecessary

  • Medical background or medical terminologyknowledge is preferred

  • Must have excellent verbal and written communicationskills.

  • Excellent multi-tasking skills (i.e.talking on the phone while typing, using more than one application duringcalls, etc.) is necessary

  • Excellent critical thinking is necessary

  • Excellent problem solving abilities is necessary

Benefits:

In addition to offering a lively community that encourages learning and celebrates diversity, VU offers a competitive, flexible benefits package including health, dental, vision, life, accidental death & dismemberment, disability insurance, paid time off, and a 403(b) retirement plan with employer match. Vanderbilt offers tuition assistance to employees, spouses and dependent children. Also, after five years of service, Vanderbilt will pay up to 55% of the tuition for up to three dependent children to earn a bachelor's degree. Learn more about Vanderbilt's benefits at VU Benefits Overview at https://hr.vanderbilt.edu/benefits/2018-Benefits-Overview_Future-Employees.pdf

KeyCharacteristics of a Successful Team Member in this Unit:

Acceptance of Feedback – Takes constructive criticism with grace, and make improvements without taking it personally or holding grudges. When wrong, owns it – freely admits mistakes.

Adaptability – Reads cues and adapt accordingly. Adjusts style and approach to accommodate the styles and needs of others. Can anticipate and effectively de-escalate potential conflicts.

Analytical & Detail-Oriented – Accurately assesses information and applies applicable law, policy and procedure. Considers the long term implications of actions today and advises employees appropriately. Even small mistakes can create big issues; attention to detail work indicates care about the outcomes.

Assumes Positive Intent – Assume that others are working and taking action with good intentions. They may not have all the information yet and asking thoughtful questions and providing information is critical to mutual understanding and moving forward with success.

Assumes the Best -- Assume that others are working as hard as you are on things that are as important as what you are working on. Just because you don’t know what someone does, it doesn’t mean they’re not doing anything.

Job requires High school graduate or GED and 4 Years of experience or the equivalent.

Primary Location: United States-Tennessee-Nashville

Organization: 46112 - IT: Business Affairs

Job: Administrative / Office Support Supervisors, Leads, and Staff

Vanderbilt University is committed to principles of equal opportunity and affirmative action