IT Customer Relations Facility Coordinator

Banner Health - Susanville, CA

If you’re looking to leverage your abilities to make a real difference – and real change in the health care industry – you belong at Banner Health. With facilities in six western states, we’re committed to not only providing the finest care possible, but to advancing the way care is provided. To achieve our vision, we seek driven professionals who embrace change and who possess the passion and skills to make it happen.

Banner Health is currently seeking an IT Customer Relations Facility Coordinator in the Susanville, CA. This position is a critical member of the on-site IT Facility teams supporting Banner Lassen Medical Center and local ambulatory centers.

As an IT Customer Relations Facility Coordinator, you will be the primary IT focal point for facility administration. You will manage workflow of customer service activities, managing IT projects at the facility and ensuring timely customer interactions. You will provide support for IT hardware at the location and works with other IT teams to resolve customer requests by serving as the primary liaison between facility staff and information technology, which includes ownership and resolution of technical issues.

Your pay and benefits (Total Rewards) are important components of your Journey at Banner Health. Banner Health offers a variety of benefit plans to help you and your family. We provide health and financial security options, so you can focus on being the best at what you do and enjoying your life.

About Banner Lassen Medical Center
Located in Susanville in northeast California, Banner Lassen Medical Center offers comprehensive care in a state-of-the-art facility to aid in the prevention, diagnosis, and treatment of illnesses. Our 25-bed medical center has a proud history of providing vital caring to the community since 1883. Though we are a small community hospital, we have invested in the latest medical equipment, including a 16-slice CT scanner, nuclear medicine, MRI, ultrasound, bone density, mammography and CAD. The hospital also offers infusion and oncology therapy, respiratory therapy and cardiopulmonary services as well as laboratory services, inpatient and outpatient surgery and a 24-hour emergency department. Away from work, you'll find that our location at the foot of the scenic Sierra Nevada Mountains offers an unlimited variety of recreational activities, including fishing, camping, golfing, hiking and skiing.

About Banner Health
Banner Health is one of the largest, nonprofit health care systems in the country and the leading nonprofit provider of hospital services in all the communities we serve. Throughout our network of hospitals, primary care health centers, research centers, labs, physician practices and more, our skilled and compassionate professionals use the latest technology to make health care easier, so life can be better. The many locations, career opportunities, and benefits offered at Banner Health help to make the Banner Journey unique and fulfilling for every employee.

Job Summary

This position is the primary IT focal point for facility administration. This position manages workflow of customer service activities and is responsible for providing user level support for assigned IT activities. This position is responsible for managing IT projects at the facility and ensuring timely customer interactions. This position provides support for IT hardware at the location and works with other IT teams to resolve customer requests by serving as the primary liaison between facility staff and information technology, which includes ownership and resolution of technical issues.

Essential Functions

Primary IT focal point for facility administration. Provides and enhances customer support for all department services; project management and direction in the support of customer projects.

Attends routine facility project meetings; participating in the support of major information technology and facility driven projects to ensure proper support and assistance; and proposing solutions to meet needs or exceed customer service expectations.

Prioritizes, directs and schedules customer requests and routine assignments. Ensure that appropriate resources are deployed to meet customer business, clinical and technical needs. Follow-up on customer requests to assure the final product has been delivered to meet expectations.

Interacts with customers and vendor partners in managing; assessing, designing, planning and developing detailed specifications for project assignments. Works with other team members and business/facility members in planning and implementation of projects and services. Assists facility leadership to ensure facility projects include IT budgetary projections.

May conduct needs assessment and provide recommendations to information technology leadership identifying basic customer, departmental, and/or facility/location software and/or hardware needs. Assess the quality of delivered services and implement quality improvement action plans.

Utilizes problem solving techniques to independently triage problems with network infrastructure, business or product line specific applications. Documents all actions and problem resolution of end-user requests using tracking management systems. Keeps customers informed through problem resolution.

Assists staff with the installation, configuration and ongoing usability and maintenance of desktop computers, peripheral equipment and related software, following standard departmental procedures and standards. Provides customer support on all standard network and collaboration software products and technologies including establishment of wired and wireless network connectivity and serving as a resource on computer equipment and software applications.

Minimum Qualifications

Must possess strong knowledge of business and technology as is normally obtained through the completion of a bachelors degree in related field.

Individual must also have progressive experience in a healthcare environment, or equivalent combination of relevant education, technical, business and healthcare experience typically achieved in 4+ years.Needs experience in small scale project planning and reporting either individual or team.

Leadership experience in project planning, reporting, and budgeting. Requires exceptional communication, presentation, and negotiation skills to engage technical and non-technical audiences. Requires leadership skills with ability to lead, communicate, and interact across facilities and at various levels. Successful candidate will have skills and experience to mentor and motivate staff. As is typical in this industry, variable shifts and hours and carrying/responding to a pager may be required.

Preferred Qualifications

General knowledge of information technology and healthcare is desirable. A+ Certification preferred.

Additional related education and/or experience preferred.