Support Services Job Description
Support Services Duties & Responsibilities
To write an effective support services job description, begin by listing detailed duties, responsibilities and expectations. We have included support services job description templates that you can modify and use.
Sample responsibilities for this position include:
Support Services Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Support Services
List any licenses or certifications required by the position: ITIL, MCP, CCNA, PMP, AA, PRINCE, BLS, WSIB, PE, CCNP
Education for Support Services
Typically a job would require a certain level of education.
Employers hiring for the support services job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Education, Computer Science, Business, Associates, Business/Administration, Management, Engineering, Graduate, Technical, Graduate Education
Skills for Support Services
Desired skills for support services include:
Desired experience for support services includes:
Support Services Examples
Support Services Job Description
- Responsible for resource allocation and personnel in the end user support teams throughout the areas assigned
- Management of medium sized team of support personnel- 5-10 employees
- Direct collaboration with other Managers of Desktop support and Help Desk operations to develop and maintain support solutions to be used in local areas
- Enforce policy/procedure as it pertains to desktop support operations, IT equipment procurement, and inventory tracking in compliance with SOX, PCI and corporate/industry standards
- Analyze the demand, specify requirements and participate in the design and development for IT service offerings to meet customer requirements at required service level
- Adhere to and implement support process and procedures to ensure a high level of customer satisfaction for end user support operations in a cost efficient manner to support the operations and needs of the company
- Support the drive of innovation that can be utilized throughout the enterprise end user support groups
- Communicate change management to appropriate management teams, and manage communications of information and changes to various departments
- Forecast and adhere to department budget while looking for new ways to reduce operational costs for the region
- Keep management advised of new business requirements throughout the supported areas
- Maintains inventory, determines hardware and software needs, and manages collections and deployments of assets
- Maintain disaster contingency / recovery process and procedures to ensure continuity of critical business functions
- Develop relationships with professional organizations, peer groups, and industry trade groups in order to stay current with technology and industry changes
- Manage local area communications and business partnership development
- Requires 6 or more years of direct customer service experience
- A minimum of 5 years Team Management
Support Services Job Description
- Assist in the creation and coordination of change management documentation to the required standard in a timely fashion
- Undertake tasks in relation to monitoring, metric calculation and reporting
- Assist in the planning, coordination and execution of requests for information to the Head office teams
- Provide required reporting and updates for weekly, monthly and quarterly reports and dashboards to the agreed qualitative and quantitative standards
- Provide support for internal and external audit requests through extracting documentation and other evidence
- Work in conjunction with Compliance and Operational Risk
- Develop, recommend and maintain data governance structure and procedures for the team, adhering to best practices and company policy
- Initiating outgoing wire fund transfers for Escrow branches
- Performing backup coverage for eRecording daily duties
- Performing backup coverage for AV (Agent Vendor) daily duties
- A minimum of 5 years of operational management
- Cable industry experience and Convergys/ ICOMS billing system experience is highly desirable
- Previous experience with PCI / Audit / SOX policy processes recommended
- Prefer experience with relational databases, HTML applications, desktop graphics, TC/IP tools, security management, working with trouble ticket systems, database management
- Area level travel required to review operations, support local teams and conduct meetings
- Provide ongoing feedback to improve and efficiency of Support Services’s functions
Support Services Job Description
- Providing various administrative and escrow support duties
- Responsible for scheduling patient appointments and visits in multiple outpatient clinics using the EPIC systems
- Assists with problem solving of scheduling issues
- Follows the scheduling policies to facilitate all patient appointments
- Attends scheduling staff meetings
- Provides scheduling coverage in staff absence
- Notifies the scheduling department’s frontline supervisors of scheduling issues
- Serves as an intermediary between patients and nursing personnel concerning scheduling concerns and medical needs
- Negotiates appointments with patients and other departments
- Negotiates schedule changes with providers and communicates changes with staff/supervisors
- A+ Certification, Net+/CCNA Certification, MCSE Certification required
- Partner with other teams, , Accounting, Call Center, Bankers Helpline, Dormant/Escheatment, CIF, Item Processing, ACH, as needed
- Contribute to ongoing evolution of risk management policies and procedures
- Performs other duties and responsibilities required or assigned by Manager
- Able to demonstrate the ability to coordinate multiple priorities, successfully resolve complex matters, quickly understand processes/workflows, identify risks, and effectively tailor communication (written/verbal) to their audience in a clear and concise manner
- Must be able to identify opportunities for process enhancements while supporting existing standards with focus towards providing excellent service to our clients
Support Services Job Description
- Gathers, compiles and reports information as needed
- Works closely with the Director of The Office of The Patient Experience to provide excellence and continuously improve patient and guest satisfaction scores
- Proactively identifies and responds to guest complaints, implementing service recovery practices when appropriate
- Articulates concerns, comments and suggestions from patient population regarding services provided
- Serves as an internal/external point-of-contact for relevant issues, questions or other matters related to Gilead’s Reimbursement Support & Patient Assistance Programs
- Works closely with the Finance team to track program costs and forecast operational expenses
- Leads efforts to design, establish program structure and criteria for new programs in order to support new product launches while continually reviewing existing programs and evaluating additional development needed
- Acts as the primary contact for patient appeals, customer escalations and physician office questions
- Sets appropriate metrics and KPIs (key performance indicators) to help monitor and measure results performance of Gilead’s programs
- Ensure programs have adequate Standard Operating Procedures to cover the operations and policies of the programs
- Illinois State license as a Licensed Clinical Social Worker (LCSW) is required
- Experience in accounting/banking industry preferred, but not required
- 6 months – 1 year administrative experience
- Proficiency in computer operations
- Experience scheduling in an outpatient clinic setting
- Experience with hospital operations and/or Ambulatory Clinic operations
Support Services Job Description
- Serve as care manager for 40-60 patients.Patients will be from a primary care clinic and will have a mental health diagnosis
- Assist primary care providers with identifying their patients who have a mental health condition through implementation of a systematic screening process using the PHQ-9, GAD-7, AUDIT, or other validated instrument
- Meet with patients in the primary care clinic, either per patient request or provider request.Provide patients with education about symptoms and treatment related to the mental health condition, including treatment goals and prevention
- Maintain a Registry of patients in the program.Keep Registry data, including symptomscores and other health outcome variables, other demographic information updated
- Provide some office-based counseling to patients in the program, using problem-solving therapy, motivational interviewing, behavioral activation, cognitive behavior therapy, or other evidence-based counseling that is appropriate for this patient population in this setting
- Meet with consulting psychiatrist weekly to review patient Registry, care manager updates, and most recent symptom scores.Prepare a brief summary report for the status of each of the patients prior to this meeting to facilitate an efficient Registry review
- Communicate with primary care providers and patients regarding treatment/management recommendations from consulting psychiatrist
- Assist primary care providers with treatment planning the mental health condition, including knowledge of local behavioral health resources
- Coordinate psychiatric referral for patients who do not meet treatment goals despite regular primary care with added collaborative care model.Also make and coordinate referrals to other behavioral health or social service providers when clinically indicated
- Serve as the communication liaison regarding depression care between patients, primary care providers, clinic staff, and consulting psychiatrist
- Ability to work nights and weekends is required for virtual candidates
- Typically) 6 months – 1 year administrative experience
- Proficiency in computer spreadsheet and database applications
- Good judgment and problem solving skills to avoid confrontations or frustrations from customers
- Compassion, empathy, and professionalism during interaction with patients, families, and visitors, including those who are ill or in pain, physically or mentally challenged
- May provide inter-clinic and intra-hospital patient transportation via wheelchair and/or escorting patients and families to their destination as required