ESS Information Specialist

Join the transformative team at City of Hope, where we're changing lives and making a real difference in the fight against cancer, diabetes, and other life-threatening illnesses. City of Hope's growing national system includes its Los Angeles campus, a network of clinical care locations across Southern California, a new cancer center in Orange County, California, and treatment facilities in Atlanta, Chicago and Phoenix. our dedicated and compassionate employees are driven by a common mission: To deliver the cures of tomorrow to the people who need them today.

As a successful candidate, you will:

Shift is Tuesday - Saturday OR Wednesday - Sunday.

As an ESS Help Desk Specialist, you will act as the primary interface for documenting and directing customer requests and should be available to answer as many calls directly (i.e., without a call back) as possible. The qualified candidate must demonstrate strong follow-up skills, excellent customer service, and the ability to work effectively with both professional and technical personnel to resolve customer-related problems. This includes educating the campus population regarding facilities, parking, transportation, environmental services, and hospitality, as well as assisting in resolving issues. In addition, the role includes patient transportation dispatch responsibilities, requiring coordination and management of transport requests to ensure timely and efficient movement between departments or locations. This involves evaluating and prioritizing requests, monitoring transport status, adjusting schedules as needed, and utilizing technology (telephones, radios, and software systems) to communicate effectively. The position plays a key role in reducing delays, optimizing resources, and improving the overall patient experience.

• Serve as the primary interface for documenting and directing customer requests; answer calls directly whenever possible, accurately document issues, and route requests appropriately.

• The ability to work with both professional and technical personnel to solve customer related problems. Excellent customer service and people skills.

• Coordinate and dispatch patient transportation requests, ensuring timely service, prioritizing based on patient needs and hospital demands, resolving scheduling conflicts quickly and efficiently.

• Monitor transport status, communicate with transporters, and update systems to reduce delays and improve workflow.

• Communicate effectively with management regarding customer concerns, service delays, or process improvements.

• Utilize technology (telephones, radios, computers, dispatch software) to manage and track requests efficiently.

• Use surveys and statistical analysis to construct a customer satisfaction index.

• Educate customers on Enterprise Support Services policies, procedures, and performance expectations.

• Strong computer and technical skills.

• Review and revise process flows to improve customer satisfaction, and assist with reporting metrics and performance indicators.

• Performs other related duties as assigned or requested.

Your qualifications should include:

• Associate's degree with a minimum of three (3) years of related facilities, Parking, transportation, and/or hospital experience. Equivalent experience may substitute.

• Four (4) years of experience in facilities, IT, or a similar call center/help desk environment. Computer or healthcare industry is preferred.

Preferred Experience:

• The qualified candidate has prior experience with facilities trouble call or IT call center/help desks and a history of positive customer interaction in the healthcare industry.

• Participation in customer satisfaction programs in the healthcare industry is preferred.

  City of Hope employees pay is based on the following criteria: work experience, qualifications, and work location.

City of Hope is an equal opportunity employer. To learn more about our commitment to diversity, equity, and inclusion, please click here.

To learn more about our Comprehensive Benefits, please CLICK HERE.