PRIMARY ROLE:††† This position will have responsibility for interfacing with the Telecommunications Vendor to establish the Customer Support Center system and supporting database and with the Website designer to establish the new Independent Assessment (IA) Website. The Information Technology department is of priority importance in establishing and maintaining the electronic inter-communication system for every aspect of the IA Program.†
DUTIES AND RESPONSIBILITIES:
Forms a strong working relationship with the current IT Vendor to gain mastery of the information components and workflow;
Plays a major role in interfacing with the Telecommunications Vendor to establish the Customer Support Center system and supporting database and with the Website designer to establish the new IA Website;†
Manages the installation and integration of the Customer Support Center telecommunications technology with computer stations and the IA Website and interface with the IT Vendor for the implementation of the Communications Log function;†
Assists with Website development as needed;
Oversees project administration through maintaining and monitoring IT technology and systems;
Manages data exchange with IT Vendor;†
Abstracts data from identified server for purposes of analysis and reporting.
Perform data analysis for purposes of quality assurance, process improvement, and client communication.
Develops necessary systems for effective communication of data reporting and technology updates.
Active in the development and rollout of all system upgrades.
Provides training and support to executive staff, information technicians, regional assessment managers, nurse assessors, mediation and appeal representatives, processing team staff, referral processors and other staff as needed.
Assesses, plans and directs resources and initiatives to consistently promote the goals of the department †within the budget and with high customer satisfaction;†
Assures contract compliance by delivering quality services and meeting all contractual, legal and regulatory requirements;
Proactively anticipates and prevents problems that could result in customer dissatisfaction or failure to deliver contracted services;
Implements and maintains systems to ensure employee productivity and satisfaction;
Responsible to recognize risk and implement plans to control and avoid such risk;
Performs other duties as assigned.
KNOWLEDGE, SKILLS AND ABILITIES:
Bachelorís degree in related field; additional experience may substitute for some education;
Experience in computer systems, computer code development and website design;
Ability to develop simple and complex Access databases;
Possesses very strong interpersonal and communication skills;
Strong orientation to customer service ;
Must be able to manage ambiguity and work in fast paced environment;
Ability to organize and manage multiple priorities;