PacificSource Health Plans

Telecommunications Specialist

Job Location US-OR-Springfield
Job ID
2018-9
Type
Regular Full-Time
Hiring Pay Range
$22.00-29.50
# of Openings
1
Status
Non-Exempt

Overview

Responsible for the operation of PacificSource’s telecommunication services and related application servers including VOIP phone systems, voice messaging, contact center, electronic faxing, SIP integration, call & screen recording, and compliance reporting. Procure new voice and data services, process and audit related invoices. Apply best practices, ensure all equipment is operational, and perform regular monitoring and administration of the systems.  Troubleshoot equipment & applications to resolve failures and/or complete repairs.  Support projects to upgrade or migrate telecommunications system components.  Interact with vendors, oversee the installation of communications facilities, and coordinate with other departments.

Responsibilities

Essential Responsibilities:

  1. Manage the delivery of telecom and contact center, call accounting services while working with telecom providers and communicate status internally.
  2. Place orders with telecom providers to acquire, manage, and audit current services to verify services in use are still necessary. Retire old telephone numbers (local and toll free) and other services as necessary.
  3. Troubleshoot telecom issues and identify defective parts necessary to restore services and functionality.
  4. Review company-wide dial plan and call routing to ensure interoperability of phone system and contact center application.
  5. Respond in a timely fashion and follow through on user issues.
  6. Management and operation of telecom-related server applications, including call and screen recording, electronic faxing, and reporting.
  7. Provide superior customer service to all contact center agents and users to meet their objectives.
  8. Assist in the planning, forecasting, reporting, and achieving financial and business metrics objectives related to telecommunication services.
  9. Assist in planning for new, existing, or relocation of services as necessary.
  10. Provide ongoing maintenance and support of existing telecommunication services
  11. Implement, maintain, and negotiate telecommunications services with local and long distance providers.
  12. Work with vendors to ensure the appropriate support agreement are in effect and meet business demands.
  13. Perform regular audits of services (such as local and long distance, conferencing, wireless usage, call accounting and recording data validation, and service invoices) to ensure we are getting the correct rates as well as quality of services.
  14. Monitor and test fixes to ensure problems have been adequately resolved.

Supporting Responsibilities:  

  1. Meet department and company performance and attendance expectations.
  2. Follow the PacificSource privacy policy and HIPAA laws and regulations concerning confidentiality and security of protected health information.
  3. Perform other duties as assigned.

Qualifications

Work Experience:Minimum of two years of on the job knowledge and experience working in an IT/telecommunications environment. Experience with telecommunications equipment, services, applications, and carriers/providers. Experience managing and maintaining VOIP PBX, unified communication and messaging systems. Experience with change management, and system and procedure documentation.

 

Education, Certificates, Licenses: AS degree in telecommunications or computer science or equivalent education and work experience.

 

Knowledge:Expert knowledge of Microsoft applications including, but not limited to Windows, Word, Excel, Outlook, & PowerPoint. Have a working knowledge and on the job experience as a Microsoft Windows server administrator.  Excellent communication and interpersonal skills; able to work with customers at all levels and develop effective solutions to diverse and complex business problems. Requires ability to define and prioritize problems and manage workload without direct supervision. Excellent communications and customer service skills. Ability to instruct and communicate with users ranging from novice to expert levels.

 

Competencies

Our Values

  • Adaptability
  • Building Customer Loyalty
  • Building Strategic Work Relationships
  • Building Trust
  • Continuous Improvement
  • Contributing to Team Success
  • Planning and Organizing
  • Work Standards
  • We are committed to doing the right thing.
  • We are one team working toward a common goal.
  • We are each responsible for our customers’ experience.
  • We practice open communication at all levels of the company to foster individual, team and company growth.
  • We actively participate in efforts to improve our communities-internal and external.
  • We encourage creativity, innovation, continuous improvement, and the pursuit of excellence.

 

Environment: Work inside in a general office setting with ergonomically configured equipment. Travel is required approximately __5_% of the time.

 

Physical Requirements: Stoop and bend. Sit and/or stand for extended periods of time while performing core job functions.  Repetitive motions to include typing, sorting and filing. Light lifting and carrying of files and business materials. Ability to read and comprehend both written and spoken English. Communicate clearly and effectively.

 

Disclaimer: This job description indicates the general nature and level of work performed by employees within this position and is subject to change. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Employment remains AT-WILL at all times.

 

PacificSource is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, national origin, sex, sexual orientation, gender identity or age.

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