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Career Opportunities
LHC Group - Call Center & Customer Service Careers

IS Clinical Service Desk Supervisor - Information Systems Job

Job Number: 2017-11161

Agency: LHC Group Inc Home Office

Location: Lafayette, LA

Schedule: Full-Time

Full Job Title: IS Clinical Service Desk Supervisor - Information Systems - Lafayette

Overview

LHC Group is a national home health company that provides home health, hospice and private duty services that believes in our greatest asset, our people. Come find out for yourself how we are changing healthcare in America.

Additional Details

Essential Functions:

Will serve as IS Service Desk liaison between all section in the IT department and other departments within the organization

Will monitor, report and enforce accountability of productivity set for the IS Service Desk employees at or above 100% at all

times

Will coordinate and conduct quality checks on ticket closures, waiting on customer, and waiting on vendor tickets to ensure

compliance with company and IS Service Desk operational procedures and regulatory guidelines

Will mentor and guide all Tier 1 and Tier 2 IS Service Desk personnel in day to day tasks, remedial training, and corrective

actions

Will effectively support testing, implementation and the drafting of reference material for all EMR system, application and

hardware upgrades and enhancements

Will ensure knowledge management information is produced to support both Tier 1 and Tier 2 IS Service Desk personnel

Will identify and implement improvements to productivity, cost structure and service delivery

Will draft, post and maintain work schedules for all IT Service Desk personnel

Will manage and approve hours worked for all IS Service Desk personnel in payroll reporting system

Will ensure IS Service Desk personnel are in compliance with all company policies and conducts corrective action personnel are

not in compliance

Will conduct and file 90 day and annual reviews for all Tier 1 and Tier 2 IS Service Desk personnel

Any other duties as assigned

Qualifications

Required Experience:

  • Candidate must have held a IT Management position with multiple direct reports for a minimum of 1 year.
  • Candidate must possess knowledge of and be able to demonstrate and articulate these specific areas of IT Service Management: Design, Strategy, Transition, Operation, Quality and Improvement.

Preferred Experience/Knowledge with:

  • Knowledge Management
  • Mobile Device management
  • Service Catalogue
  • Ticketing system platforms
  • EMR system platforms
  • Team Building
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