• Administrative Support Specialist

    Location US-NY-East Syracuse
    Street
    6600 Weighlock Dr
    Job Type
    Full-Time
    Zip
    13057
    # of Openings Remaining
    1
    Travel
    0%
  • Position Summary

    PSC Administrators care for the people who care for our patients by performing tasks and assignments that require superior service and attention to detail. They bring better care to the front lines by supporting the execution and achievement of functional areas and company goals.

    Responsibilities

    • Maintains & updates employee data within Vantage Point (WFM system) to support Field Support, Patient Satisfaction, and Scheduling Center
    • Maintain agent skills in Avaya CMS and adjust as needed or required
    • Create documentation and training guides for the WFM system as it pertains to policies and procedures.
    • Analyze historical trends of call volume, average handle time, calls per hour, and agent productivity
    • Provides daily agent reporting for Field Support, Patient Satisfaction, and Scheduling Center.
    • Assists with any additional reporting requested for Field Support, Patient Satisfaction, and Scheduling Center
    • Analyze schedules and performance productivity reports to recommend training, time off, and overtime
    • Work with Management on call volume throughout the day to maintain goals identified
    • Responds to and resolves issues related to position and seeks supervisors’ guidance for non-routine inquiries.
    • Informs supervisors’ of trends and escalating concerns related to tasks and assignments.
    • Provide weekly reporting focused on reviewing forecasts, capacity planning, shrinkage review, service level results and upcoming issues/problems.
    • Assists with the Remote workforce in the Scheduling Center-maintaining lists of all users, ensure remote documentation is completed, assists in troubleshooting remote issues, as well as equipment & Citrix training
    • May be required to meet position related productivity and quality standards.

    Minimum Education and Experience

    • Education Level: High School diploma or GED
    • May require relevant work experience

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