Customer Service Center Coordinator (Helpdesk Support)

One of the nation's largest and most respected providers of hospital and healthcare services, Universal Health Services, Inc. has built an impressive record of achievement and performance. Growing steadily since its inception into an esteemed Fortune 500 corporation, our annual revenues were $10.77 billion in 2018. In 2020, UHS was again recognized as one of the World's Most Admired Companies by Fortune; in 2019, ranked #293 on the Fortune 500; and in 2017, listed #275 in Forbes inaugural ranking of America's Top 500 Public Companies. Headquartered in King of Prussia, PA, UHS has more than 87,000 employees and through its subsidiaries operates 26 acute care hospitals, 327 behavioral health facilities, 40 outpatient facilities and ambulatory care access points, an insurance offering, a physician network and various related services located in 37 U.S. states, Washington, D.C., Puerto Rico and the United Kingdom.

The Customer Service Center Coordinator supports the implementation of UHS applications. Meets deadlines and ensures continued progress toward assignment completion. Shares experience with other members of team. Receives, evaluates, resolves and assigns or otherwise addresses Acute Care hospitals, BH facilities and corporate user requests for assistance regarding problems related to IS systems in accordance with department problem resolution and escalation protocols.

Key Responsibilities include:

• Researches and resolves Customer Support Center Tickets under the guidance of senior team members.
• Gathers all necessary information via on-line request form, telephone calls, facsimile, e-mail or in person.
• Escalates and communicates the problem to the appropriate IS staff.
• Documents the impact of the problem. Assigns a priority level and resolution target time.
• Adheres to UHS Service Level and Change Management Policies.
• Establishes and maintains regular communications with Acute Care and Corporate users regarding the description and disposition of user requests for assistance, requiring normal business courtesy and decorum, telephone etiquette, and the ability to ascertain the exact nature of the problem.
• May contact vendor personnel regarding issues and escalating problems related to their applications.
• Advanced knowledge of report generator applications, Email, Windows Operating systems and Microsoft applications such as Word, Excel and applications and systems used in the healthcare industry.
• Maintains Service Excellence principles.
• Prepares and submits status reports to supervisor as required.
• Keeps management well informed of activities, needs, problems.
• Performs other tasks as required by management.

Position Requirements:

• High school diploma or GED required.
• One or more years of Information Systems experience.
• Intermediate to advanced knowledge of support methods, practices and hardware.
• Advanced Windows operating system ability.
• Proven knowledge of problem resolution and escalation protocols.
• Must exhibit working knowledge of 1st and 2nd level PC support issues to affectively troubleshoot and assist end users or other technicians.
• General familiarity with a variety of enterprise level applications including clinical and financial systems (Exchange, Lawson Self-Service Portal, Invision, AS400, Document Imaging, Express Query, Computer Associates ServiceDesk or other ticket systems).
• Demonstrated written and verbal communication skills sufficient to inquire, ascertain and communicate the exact nature of the problem or request for assistance. Experienced knowledge of IS standards and quality management methods Travel Requirements.

Shift:Thursday - Monday, 9:00AM - 6:00PM

This opportunity provides the following:

• Challenging and rewarding work environment
• Growth and development opportunities within UHS and its subsidiaries
• Competitive Compensation
• Excellent Medical, Dental, Vision and Prescription Drug Plan
• 401k plan with company match
• Generous Paid Time Off

*UHS is a registered trademark of UHS of Delaware, Inc., the management company for Universal Health Services, Inc. and a wholly-owned subsidiary of Universal Health Services, Inc. Universal Health Services, Inc. is a holding company and operates through its subsidiaries including its management company, UHS of Delaware, Inc. All healthcare and management operations are conducted by subsidiaries of Universal Health Services, Inc. To the extent any reference to "UHS or UHS facilities" on this website including any statements, articles or other publications contained herein relates to our healthcare or management operations it is referring to Universal Health Services' subsidiaries including UHS of Delaware. Further, the terms "we," "us," "our" or "the company" in such context similarly refer to the operations of Universal Health Services' subsidiaries including UHS of Delaware. Any employment referenced in this website is not with Universal Health Services, Inc. but solely with one of its subsidiaries including but not limited to UHS of Delaware, Inc.

UHS is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at UHS via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of UHS. No fee will be paid in the event the candidate is hired by UHS as a result of the referral or through other means.

EEO Statement

All UHS subsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. UHS subsidiaries are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state or local laws.

We believe that diversity and inclusion among our teammates is critical to our success.

Notice

At UHS and all our subsidiaries, our Human Resources departments and recruiters are here to help prospective candidates by matching skillset and experience with the best possible career path at UHS and our subsidiaries. We take pride in creating a highly efficient and best in class candidate experience. During the recruitment process, no recruiter or employee will request financial or personal information (Social Security Number, credit card or bank information, etc.) from you via email. The recruiters will not email you from a public webmail client like Hotmail, Gmail, Yahoo Mail, etc. If you are suspicious of a job posting or job-related email mentioning UHS or its subsidiaries, let us know by contacting us at: or 1-800-852-3449.