Ambulatory Call Center Representative Location: Syracuse, New York Work Arrangement: Hybrid (Eligible for work-from-home after approximately 6 months of on-site training and cross-training) Work type: Full-time Campus Location: 250 Harrison Street Categories: Allied Health, Administrative, Secretarial & Clerical Job Summary: As a Call Center Representative, the incumbent's responsibilities include answering incoming lines to the call center. Utilizing extensive knowledge of Upstate Medical University services, the Representative will effectively and efficiently discern the callers' needs and appropriately assist. The Representative will provide one call resolution, when possible, demonstrating excellent customer service and problem solving skills, while assisting callers with appointment scheduling requests, clinical area messages and all other requests regarding providers and services of University Hospital and Upstate Medical University. The incumbent will utilize several information systems and will interact with departments, services and providers throughout Upstate Medical University while documenting call activity using information systems. Presenting a positive and helpful image to all callers and performing a wide variety of call center services to assist patients and callers is essential. Minimum Qualifications: Associate's degree and two years of relevant health care or call center experience (preferably in a hospital or medical call center setting) or equivalent combination of education and experience, excellent communication and customer service skills, ability to manage multiple priorities and computer skills required. Preferred Qualifications: Knowledge of medical terminology, and bilingual skills (English/Spanish) preferred. Candidates with hands-on experience with using Multi-Line phone systems or Call Center phone systems also preferred. Work Days: Monday - Friday, Days. Hours are between 7:45 am - 5:15 pm Message to Applicants: Our center is located on campus. After you are fully oriented and cross trained on all services we offer, you may be eligible to work from home. Training for the position is completed within the department (located in Syracuse, NY) for approximately 6 months. Recruitment Office: Human Resources Executive Order: Pursuant to Executive Order 161, no State entity, as defined by the Executive Order, is permitted to ask, or mandate, in any form, that an applicant for employment provide his or her current compensation, or any prior compensation history, until such time as the applicant is extended a conditional offer of employment with compensation. If such information has been requested from you before such time, please contact the Governor's Office of Employee Relations at (518) 474-6988 or via email at info@goer.ny.gov.

• Make outbound calls to companies in English; • Qualify opportunities and schedule meetings for the sales team; • Perform follow-ups according to established processes; • Log all interactions in the CRM and keep information up to date; • Meet targets for contacts, qualification and scheduling; • Prepare daily operation records and reports; • Contribute to continuous improvement of commercial processes.

• Handle internal and external inquiries and incidents via official contact channels; • Log and track requests, questions, and incidents; • Provide Level 1 support, assisting with access, permissions, and authentication issues; • Escalate issues when necessary and follow up on their resolution; • Contribute to documentation and improvement of support processes; • Identify business opportunities and refer them to the commercial team; • Collaborate with other departments to ensure the customer's voice is considered in solution development; • Study to obtain necessary certifications, demonstrating commitment to continuous development.

Role Description En Sercomed, empresa con más de 28 años liderando soluciones de atención para el sector salud, buscamos un Jefe TI que quiera liderar la evolución tecnológica de nuestra organización, asegurando la continuidad operacional y potenciando la innovación en un entorno de servicios críticos. Si te apasiona la tecnología, el liderazgo de equipos y la implementación de soluciones que generan impacto en el negocio, esta oportunidad es para ti. ¿Cuáles serán tus principales desafíos? - Liderar el equipo de Soporte TI y gestionar proveedores tecnológicos. - Garantizar la continuidad operativa y disponibilidad de la infraestructura tecnológica. - Planificar y ejecutar proyectos de infraestructura, redes, telefonía, plataformas y servicios TI. - Impulsar iniciativas de modernización tecnológica y adopción de soluciones Cloud. - Gestionar incidentes críticos, planes de contingencia y continuidad operacional. - Definir y monitorear indicadores de desempeño, disponibilidad y niveles de servicio (SLA). - Administrar el presupuesto del área y controlar los activos tecnológicos. - Promover la mejora continua y la innovación en los servicios tecnológicos de la compañía. Qualifications - Título profesional de Ingeniería en Informática, Sistemas, Telecomunicaciones o carrera afín. - Experiencia mínima de 2 años liderando equipos de Soporte TI y proyectos tecnológicos. - Conocimientos en infraestructura tecnológica, redes, plataformas Cloud (AWS, Azure o GCP), gestión de servicios TI e ITIL. - Experiencia administrando proveedores tecnológicos y asegurando el cumplimiento de SLA. - Deseable experiencia en empresas de servicios, salud, telecomunicaciones o contact center. Requirements - Título profesional de Ingeniería en Informática, Sistemas, Telecomunicaciones o carrera afín. - Experiencia mínima de 2 años liderando equipos de Soporte TI y proyectos tecnológicos. - Conocimientos en infraestructura tecnológica, redes, plataformas Cloud (AWS, Azure o GCP). - Experiencia administrando proveedores tecnológicos y asegurando el cumplimiento de SLA. - Deseable experiencia en empresas de servicios, salud, telecomunicaciones o contact center. Benefits - Estabilidad laboral. - Desarrollo profesional y aprendizaje continuo. - Participación en proyectos de transformación digital y modernización tecnológica. - Espacios para proponer e implementar innovación. - Beneficios corporativos y programas de bienestar. Company Description Somos una empresa comprometida con brindar servicios integrales de atención y soluciones en el área de la salud y el bienestar. Nos especializamos en gestionar plataformas de contact center orientadas a atender las necesidades de nuestros clientes de forma eficiente, personalizada y humana, con un enfoque en el cuidado de cada persona. Estamos en constante innovación, adaptándonos a las tendencias y desafíos de la industria para brindar una atención de calidad que cumpla con los estándares de excelencia y ética profesional.