Assoc Customer Care Specialist- VandyWorks Systems Support Discover Vanderbilt University Medical Center: Located in Nashville, Tennessee, and operating at a global crossroads of teaching, discovery and patient care, VUMC is a community of individuals who come to work each day with the simple aim of changing the world. It is a place where your expertise will be valued, your knowledge expanded and your abilities challenged. It is a place where your diversity of culture, thinking, learning and leading is sought and celebrated. It is a place where employees know they are part of something that is bigger than themselves, take exceptional pride in their work and never settle for what was good enough yesterday. Vanderbilts mission is to advance health and wellness through preeminent programs in patient care, education, and research. Click Here To View The VUMC Promise of Discovery ** ** **Nursing Support Services: **Nursing Support Services is a Department that plays an integral part in supporting the high demands of agency staffing, scheduling, workforce reporting and workforce management tools for Vanderbilt University Medical Center. ** ** JOB CODE INFORMATION: 1. Title: Assoc. Customer Care Specialist 2. Job Code: 5960 3. Job Stream Description: Professional 4. Title: Assoc. Customer Care Specialist 5. Job Code: 5960 6. Job Stream Description: Professional JOB SUMMARY: Supports users of the VandyWorks staffing and scheduling application. Supports new implementation of updates to current systems with some guidance. Assists creating business requirements for new tools or enhancements in consideration of workflows and partners on quality assurance testing. Develops system orientation modules and assists with training and onboarding. KEY RESPONSIBILITIES: * Implements new systems or updates. * Assists with day to day operations of the system, including on call over weekends and nights. * Creates business requirements for new systems or updates. * Develops and implements online training modules and assists with training needs. * The responsibilities listed are a general overview of the position and additional duties may be assigned. TECHNICAL CAPABILITIES: PRODUCT KNOWLEDGE (FUNDAMENTAL AWARENESS):- Has a working knowledge of the product and of key product terminology. Some training, direct exposure, light experience, or past experience working with the product. PROBLEM MANAGEMENT (FUNDAMENTAL AWARENESS):- Has light experience, training, direct exposure, or past experience working with Incident Tracking and Problem Reporting through Pegasus, Jira or another support tracking system. CONFIGURATION MANAGEMENT CONCEPTS (FUNDAMENTAL AWARENESS):- Possesses a fundamental knowledge of the topic. Has maintained a system or one or more of its components using this topic, if applicable. Is proficient in the technical elements of the topic. CONFIGURATION PLANNING (FUNDAMENTAL AWARENESS):- Establishes simple, realistic objectives. Demonstrates ability to identify basic resource needs, recognize discrete tasks and organize work for a simple plan. CORE ACCOUNTABILITIES: * Organizational Impact: Delivers job responsibilities that impact own job area/team with some guidance. * Problem Solving/ Complexity of work: Uses existing procedures, research and analysis to solve standard job related problems that may require some judgement. * Breadth of Knowledge: Requires subject matter knowledge within a professional area to meet job requirements. * Team Interaction: Individually contributes to project/ work teams. CORE CAPABILITIES: SUPPORTING COLLEAGUES (P1): * - Develops Self and Others: Continuously improves own skills by identifying development opportunities. * - Builds and Maintains Relationships: Seeks to understand colleagues' priorities, working styles and develops relationships across areas. * - Communicates Effectively: Openly shares information with others and communicates in a clear and courteous manner. DELIVERING EXCELLENT SERVICES (P1): * - Serves Others with Compassion: Invests time to understand the problems, needs of others and how to provide excellent service. * - Solves Complex Problems: Seeks to understand issues, solves routine problems, and raises proper concerns to supervisors in a timely manner. * - Offers Meaningful Advice and Support: Listens carefully to understand the issues and provides accurate information and support. ENSURING HIGH QUALITY (P1): * - Performs Excellent Work: Checks work quality before delivery and asks relevant questions to meet quality standards. * - Ensures Continuous Improvement: Shows eagerness to learn new knowledge, technologies, tools or systems and displays willingness to go above and beyond. * - Fulfills Safety and Regulatory Requirements: Demonstrates basic knowledge of conditions that affect safety and reports unsafe conditions to the appropriate person or department. MANAGING RESOURCES EFFECTIVELY (P1): * - Demonstrates Accountability: Takes responsibility for completing assigned activities and thinks beyond standard approaches to provide high-quality work/service. * - Stewards Organizational Resources: Displays understanding of how personal actions will impact departmental resources. * - Makes Data Driven Decisions: Uses accurate information and good decision making to consistently achieve results on time and without error. FOSTERING INNOVATION (P1): * - Generates New Ideas: Willingly proposes/accepts ideas or initiatives that will impact day-to-day operations by offering suggestions to enhance them. * - Applies Technology: Absorbs new technology quickly; understands when to utilize the appropriate tools and procedures to ensure proper course of action. * - Adapts to Change: Embraces change by keeping an open mind to changing plans and incorporates change instructions into own area of work. VUMC Recent Accomplishments Because we are committed to providing the best in patient care, education and research, we are proud of our recent accomplishments: * US News & World Report: #1 Hospital in Tennessee, #1 Health Care Provider in Nashville, #1 Audiology (Bill Wilkerson Center), 9 adult and 9 pediatric clinical specialties ranked among the nation's best, #15 Education and Training * Truven Health Analytics: among the top 100 hospitals in the US * Becker's Hospital Review: one of the "100 Greatest Hospitals in America" * The Leapfrog Group: grade "A" in Hospital Safety Score * National Institutes of Health: among the top 10 grant awardees for medical research in the US * American Association for the Advancement of Science: 12 faculty members elected fellows in 2014 * Magnet Recognition Program: Vanderbilt nurses are the only group honored in Tennessee * Nashville Business Journal: Middle Tennessee's healthiest employer Bachelor's Degree (or equivalent experience) and < 1 year relevant industry Prefer previous experience with creating elearning content such as software demonstrations and software simulations Licensure, Certification, and/or Registration (LCR): Physical Requirements/Strengths needed & Physical Demands: * Sedentary category requiring exertion up to 10 lbs. of force occasionally and uses negligible amounts of force to move objects. Sedentary work involves sitting most of the time. Movement * Occasional: Standing: Remaining on one's feet without moving. * Occasional: Walking: Moving about on foot. * Occasional: Lifting under 35 lbs: Raising and lowering objects under 35 lbs from one level to another * Occasional: Carrying under 35 lbs: Transporting an object holding in hands, arms or shoulders, with help of coworkers or assistive device. * Occasional: Push/Pull: Exerting force to move objects away from or toward. * Occasional: Bending/Stooping: Trunk bending downward and forward by bending spine at waist requiring full use of lower extremities and back muscles * Occasional: Reaching above shoulders: Extending arms in any direction above shoulders. * Occasional: Handling: Seizing, holding, grasping, turning or otherwise working with hand or hands. * Frequent: Sitting: Remaining in seated position * Frequent: Reaching below shoulders: Extending arms in any direction below shoulders. * Frequent: Bimanual Dexterity: Requiring the use of both hands. Sensory * Continuous: Communication: Expressing or exchanging written/verbal/electronic information. * Continuous: Auditory: Perceiving the variances of sounds, tones and pitches and able to focus on single source of auditory information * Continuous: Vision: Clarity of near vision at 20 inches or less and far vision at 20 feet or more with depth perception, peripheral vision, color vision. * Continuous: Smell: Ability to detect and identify odors. Environmental Conditions **Primary Location: **TN-Nashville-Asthma/Sinus/Allergy Program (ASAP) **Work Locations: ** **Job: **Professional and Managerial **Organization: **Vanderbilt University Medical Center