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in San Diego, CA
User Support Desk Manager - San Diego, CA - Full-time / Part-time
•30 days ago
Hours | Full-time, Part-time |
---|---|
Location | San Diego, CA San Diego, California |
About this job
Primary Responsibilities:
- Responsible for the daily operations of MIS Assistance Desk.
- Ensure internal and external customers receive prompt, accurate resolutions to their calls and e-mails.
- Provide call triage for User Support Specialists, and ensure all standards for the Assistance Desk are met.
- Responsible for day to day supervision of the Support Desk staff
- Responsible for recruiting, interviewing and selection of new Assistance Desk personnel.
- Responsible for all operational and reporting activities for the area.
- Provide support to MIS Assistance Desk staff through triaging second level support calls.
- Ensure MIS Assistance Desk staffs have received thorough training and have necessary materials to perform their tasks.
- Monitor Log It database tickets for problem resolutions and timeliness.
- Maintain an advanced knowledge of all applications supported by the Assistance Desk.
- Coordinate with County MH MIS and County IT vendor to strengthen communications and processes
- Work with MIS Managers to ensure Assistance Desk staffs are aware of new projects and deadlines.
- Meet with MIS Assistance Desk staff regarding ways we can improve our customer service.
- Make recommendations for improvements for the Assistance Desk to the MIS Managers.
- Work with MIS trainers to develop and review application training materials and curricula.
- Review policies and procedure to ensure they reflect correct processes.
- Review vacation, scheduled time off and scheduled change requests of Assistance Desk staffs.
- Perform InSyst Basic Training as needed.
- Coordinate facilitation and planning of User Group meetings with User Group Chair.
- Participate in Medi-Cal Administrative Activities (MAA). Specifically MAA trainings.
- Create written and verbal communications for the end users regarding system changes and performance.
- Ensure communications from the Assistance Desk promote client data integrity.
- Create new InSyst user accounts.
- Perform all duties of the User Support Specialist.
- Position requires access to the following databases that include Protected Health Information: gaining and using appropriately Anasazi, Orbit, and TRes-III.
Requirements
Requirements:
- Bachelor's degree in Business Management/Administration, Behavioral Sciences or Health Care Administration
- 5+ years demonstrated experience with user applications support or 2+ years of experience using mental health computer applications including data entry and report submission
- 2+ years of direct staff supervision experience
- 2+ years providing trainings in a group setting
- An understanding of the San Diego County Mental Health System of Care
- Position requires access to the following databases that include Protected Health Information: gaining and using appropriately Anasazi, Orbit, and TRes-III.
- Excellent customer service skills
- Strong oral and written communication skills
- Strong analytical skills
- Training experience to aid staff in absorbing changes in electronic healthcare record
- Facilitation and planning of meetings
OptumHealth is part of the family of companies that make UnitedHealth Group one of the leaders across most major segments of the US health care system.
OptumHealth helps nearly 60 million Americans live their lives to the fullest by educating them about their symptoms, conditions and treatments; helping them to navigate the system, finance their health care needs and stay on track with their health goals. No other business touches so many lives in such a positive way. And we do it all with every action focused on our shared values of Integrity, Compassion, Relationships, Innovation & Performance.
At OptumHealth, you will perform within an innovative culture that's focused on transformational change in the health care system. You will leverage your skills across a diverse and multi-faceted business. And you will make contributions that will have an impact that's greater than you've ever imagined.
Diversity creates a healthier atmosphere: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.