Service Technician I

2 weeks ago

Toronto, Canada Scarborough Health Network Full time

Across our three hospitals

and eight satellite sites, Scarborough Health Network (SHN) is shaping the future of care. Our many programs and services are designed around the needs of one of Canada’s most vibrant and diverse communities. We are home to North America’s largest nephrology program, as well as the designated cardiac care and spine centre for Scarborough and surrounding communities to the east. We are proud to be a community-affiliated teaching site for the University of Toronto and partner with a number of other universities and colleges, helping to train the next generation of health care professionals. We are also proud to be named one of Greater Toronto's Top Employers for 2022 Learn more at

FOR EXTERNAL APPLICANTS ONLY: As a condition of employment, you are required to submit proof of full COVID-19 vaccination status to the Hospital’s Workplace Health and Safety department.

The completion of this online form serves as your application and will be used to determine if you meet the requirements of this position. Please ensure that you have provided all pertinent information necessary to be considered for this vacancy by the close date.

A newly formed Regional Operations Team will provide operational support following the regional Epic go-live in December 2021, to the seven (7) acute hospitals in the Central East (CE) region: Campbellford Memorial Hospital, Haliburton Highland Health Services, Lakeridge Health, Northumberland Hills Hospital, Peterborough Regional Health Centre, Ross Memorial Hospital and Scarborough Health Network. These organizations have been on a clinical transformation journey to implement a shared, regional Epic CIS solution as well as a number of regional third-party applications since July 2019.
The CE Regional Operations Team will have a dedicated leadership team overseeing five (5) work streams: Outpatient Ancillary, Inpatient, Access/Revenue & Reporting, 3rd Party & Integration and Technical. Each team will have a number of clinical and technical analysts, and Principal Trainers (PTs). The Regional Operations team will work on behalf of all 7 hospital organizations. Scarborough Health Network (SHN) will manage employee policies and act as paymaster on behalf of all 7 hospital organizations.

Reporting to the Manager, Access, Revenue and Reporting, the Service Technician I, will be the initial point of contact for MyChart activation customers providing level 1 triage and troubleshooting for Incidents and Service Requests. The expectation of this role will be to focus on customer experience providing basic step by step troubleshoot process that can be followed by the customer to resolve basic issues. For all other issues, detailed documentation will be placed in a ticket for escalation to Level 2 desk side support.

Responsibilities:

TECHNICAL SUPPORT
• Act as Initial contact point for all MyChart service calls and workqueues
• Provide Tier 1 support to Customers that call in to the Regional Call Centre
• Assist Customers with filling out ServiceDesk tickets
• Triage document and Assign tickets to the appropriate level for support
• Assist in level 2 support when necessary
• Other duties as assigned

Requirements:

• Completion of a 2-year Diploma in computer technology/Health Information Management program or a related field
• Minimum of 5 years′ Customer Service Experience
Strong understanding of Patient Privacy (familiar with Protection of Health Information and Privacy Act (PHIPA)); formal Privacy training is preferred
• Demonstrates excellent communication and interpersonal skills
• Demonstrates excellent organizational, prioritization and time-management skills
• Demonstrated excellent problem solving and decision making skills
• Demonstrates a commitment to customer service when dealing with patients, colleagues and volunteers and other members of the community and public
• Demonstrates values consistent with SHN′s Code of Conduct and is committed to fostering a healthy and positive work environment in accordance with Health & Safety policy and legislation.
• Utilize protective equipment provided and identify and reports hazards
• Engages in ethical conduct and strives to understand and appreciate the diversity of our patient/staff population and community
• Excellent work performance and attendance

Asset:

• CompTIA A+ certification
• ITIL Foundations
• Experience with O365
• Experience with Jira ServiceDesk

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