Key Role:

Manage and facilitate a Jira Service Management (JSM) based help desk and ensure timely and efficient resolution of technical issues in both classified and unclassified environments. Serve as a point of contact for all Jira help desk tickets, ensuring prompt acknowledgment and response to user inquiries. Review and triage incoming tickets, categorizing and prioritizing them based on urgency and impact. Collaborate with cross-functional teams, including IA, infrastructure, DevOps, Enterprise Cloud Services, and project management, to facilitate the resolution of Jira tickets. Provide technical guidance and support to end-users, assisting them in resolving their issues effectively. Monitor ticket progress and follow up with relevant stakeholders to ensure timely resolution and closure. Maintain accurate and up-to-date documentation of ticket status, resolutions, and any additional actions taken. Identify recurring issues and propose process improvements or system enhancements to prevent future occurrences.

Basic Qualifications:

• Experience with managing and facilitating help desk tickets, including in a fast-paced environment

• Experience with Agile methodologies

• Knowledge of AWS, help desk operations, and Cloud technologies

• Secret clearance

• HS diploma or GED

• DoD 8570 IAT Level II Certification, including Security+

• Ability to obtain Atlassian Certified Jira Administrator Certification within 3 months of start date

Additional Qualifications:

• Experience with managing and facilitating Jira help desk tickets, including in a fast-paced environment

• Experience with Agile methodologies and implementation in Jira

• Knowledge of Jira and its modules, including JSM, Core, and Software

• Ability to interact with individuals at all levels of the organization

• Ability to work independently and collaboratively in a team-oriented environment

• Possession of excellent organizational, time management, prioritization, and multitasking skills

• Possession of excellent problem-solving and analytical skills, including attention to detail

• Possession of excellent oral and written communication skills

• Possession of excellent interpersonal skills

Clearance:

Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information; Secret clearance is required.

Compensation

At Booz Allen, we celebrate your contributions, provide you with opportunities and choices, and support your total well-being. Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care. Our recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen’s benefit programs. Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits. We encourage you to learn more about our total benefits by visiting the Resource page on our Careers site and reviewing Our Employee Benefits page.

Work Model
Our people-first culture prioritizes the benefits of flexibility and collaboration, whether that happens in person or remotely.

• If this position is listed as remote or hybrid, you’ll periodically work from a Booz Allen or client site facility.
• If this position is listed as onsite, you’ll work with colleagues and clients in person, as needed for the specific role.

EEO Commitment

We’re an equal employment opportunity/affirmative action employer that empowers our people to fearlessly drive change – no matter their race, color, ethnicity, religion, sex (including pregnancy, childbirth, lactation, or related medical conditions), national origin, ancestry, age, marital status, sexual orientation, gender identity and expression, disability, veteran status, military or uniformed service member status, genetic information, or any other status protected by applicable federal, state, local, or international law.

What You’ll Get to Do:

Be part of a diverse team of Service Desk professionals, responsible for:

• Supporting end-user applications and work in a multi-tier service desk as well as work with software development and systems administrators to help reproduce and diagnose problems. 
• Providing remote support to users for network and desktop hardware and software problems.
• Responding to and diagnose problems through interactions with users while ensuring a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps.
• interacting with network services, software systems engineering, and/or applications development leads to restore service and/or identify and correct core problems.
• Simulate or recreate user problems to resolve operating difficulties and recommend system or process modifications to reduce user problems.
• Possess and apply comprehensive knowledge across key tasks and high-impact assignments.
• Populate a consolidated Knowledge Management solution to provide Tier 0 Self Service Portal to user populations and provide a centralized knowledge repository for assigned applications suites.

• Collaborate with the engineering teams to identify, respond, and resolve tickets in a timely manner.
• Communicate issues and resolutions with your team lead.
• Define and strategize Incident, Knowledge and Problem management across a large-scale organization.

You Will Bring These Qualifications:

• Must be a U.S. Citizen with the ability to pass CBP background investigation, criteria include, but not limited to:
  • 3-year check for felony convictions
  • 1 year check for illegal drug use
  • 1 year check for misconduct such as theft or fraud

• Excellent verbal and written communication skills
• Documentation and updating ServiceNow incidents.
• Bachelor’s Degree and 5+ years related technical experience (experience considered in lieu of degree)
• Experience with ServiceNow ticketing systems.
• Providing support to end-users spanning a variety of issues.

• Identifying, researching, and resolving technical problems.
• Responding to telephone calls, email, and personnel requests for technical support.
• Documenting, tracking, and monitoring the problem to ensure a timely resolution.
• Providing second-tier support to end-users for either PC, server, or mainframe applications or hardware.
• Ensuring product quality and timeliness of efforts.
• Incident, Knowledge and Problem Management

These Qualifications Would Be Nice to Have:

• Experience with ServiceNow
• Experience with Problem and Incident Management
• ITIL Certification, other Technical Certifications
• Strong, active listening skills
• CBP, DHS, Border Patrol Systems experience

What We Can Offer You:

- We’ve been named a Best Place to Work by the Washington Post.

- Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.

- We offer competitive benefits and learning and development opportunities.

- We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.

- For over 60 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.

 

Job Description:

HELP DESK SUPPORT AGENT

Job Overview:

The Help Desk Support Agent will act as a support specialist for end users by recording issues and questions while providing a timely response for assistance with software and hardware questions. As a Support Agent you would perform technical maintenance to hardware, as well as replace or repair parts in computer hardware. You would also be responsible for installation of workstations, and assist with installation of all voice and data communications.

Job Duties:

• Act as support specialist for end-users by recording end-user support issues/questions and providing timely response for assistance with software and hardware questions/issues as well as all basic issues handled by the department.
• Schedule and prepare one-on-one and group training to assist the proactive improvement of end-users’ skills.
• Maintain accurate and effective end-user training materials via paper and web-based manuals and assistance tools for both the Microsoft standard products as well as standard business software used through the organization.
• Problem Solve complex user issues.
• Communicate with Administration and Department Head staff about pending problems and changes in desktop user applications.
• Perform routine technical maintenance to hardware.
• Repair and replace parts in computer hardware.
• Train staff on computer use
• Assist with the installation and maintenance of all voice and data communications at all locations.
• Install workstations including both hardware and software.

Qualifications:

• AAS in Computer Technology or a related field preferred
• Must possess at minimum a high school diploma or GED
• 2 years of experience in information technology and/or A+ Certification is preferred.

What we offer:

Great pay, benefits, and a culture like no other. A Burrell career is incredibly rewarding! You can make a difference in changing and even saving lives.

Burrell’s dedication to promoting diversity, multiculturalism, and inclusion is clearly reflected in all of our content and across all of our agency.  Diversity is more than a commitment at Burrell—it is the foundation of what we do. We are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, national origin and all the other fascinating characteristics that make us different

HELP DESK SUPPORT AGENT

INFORMATION TECHNOLOGY

IT

We are an Equal Opportunity and Affirmative Action Employer, and encourage applications from all qualified individuals without regard to race, color, religion, sex, gender identity, gender expression, sexual orientation, national origin, age, marital status, disability or veteran status, or to other non-work related factors.

Burrell is a Smoke and Tobacco Free Workplace.

Service Center

Job Summary

The responsibility of a Senior Help Desk Technician will apply technical knowledge to provide 2nd tier support to the Help Desk department.  You will diagnose and provide technical solutions and support to resolve network end user software application and hardware opportunities.

Role & Responsibilities

• Research solutions for elevated service requests from Help Desk
• Complete service & support requests from client partners, internal operations, and field technicians   
• Communicate service needs to ensure a resolution is completed by software and hardware vendors
• Internal business application support
• Troubleshoot diagnostic scan tools & escalate support resolution
• Assist domain users with network opportunities  
• Account management: user account set up & password support
• Develop solutions and ongoing training for streamlined end user experience
• Ability to work independently
• Other duties as assigned

Qualifications, Education & Experience:

• Minimum 2-4 years of help desk experience
• NT Networking and hardware knowledge preferred
• VMWare experience a plus
• Experience with a remote support
• Proficient in Microsoft OS, NOS, O365 Microsoft Office
• Self -motivated, positive attitude with a customer focused vision

Requirements:

• Must be at least 18 years of age
• Ability to pass a background check
• Maintains a well-groomed and professional appearance

Department/Unit:

Work Shift:

The Help Desk Tech – Level II will have little to moderate Help Desk/Service Desk experience but has a desire to pursue a career in some field of Information Technology. The individual will complete tasks as documented by departmental standard operating procedures (SOP), processes, documentation and training. The individual will receive close to moderate supervision and is expected to escalate issues that fall outside of their training and documentation for disposition by senior peers or management. The individual will have knowledge of and the ability to adhere to customer service standards and ensure that all written and verbal interactions with users meet those standards

Typical responsibilities include:

Support

• Answer the Help Desk support line and provide all assistance in alignment with documented processes, SOPs, documentation, and training
• Respond to email requests in alignment with documented processes, SOPs, documentation, and training
• Adhere to Customer Service Standards in all verbal and written interactions with users
• Work as part of a team to meet goals set forth by Help Desk Management
• Meet all documented and communicated Help Desk statistical metrics that drive overall Help Desk performance

Supervision

• This position does not have any supervisory responsibilities

Contact with others

• High degree of contact internal and external to Albany Med, including anyone who could possibly call the Help Desk phone line

Other

• Maintain current technical expertise in the rapidly changing technology of Albany Med Information Technology
• Use customer feedback as a basis for taking actions, which solve customer problems quickly and effectively
• Provide best effort support for non-standard applications and hardware
• Participate in on-call rotation and help troubleshoot customer issues
• Maintain confidentiality by using and communicating information only as needed to perform one’s duties
• Perform at or above the Information Technology performance standards
• Fulfill department requirements in terms of providing work coverage and administration notification during periods of absence (personnel illness, vacation, education, etc.)
• Complete other duties or assignments as designated by management

Thank you for your interest in Albany Medical Center!​

Albany Medical is an equal opportunity employer.

This role may require access to information considered sensitive to Albany Medical Center, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that:

Access to information is based on a “need to know” and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Med Center policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.

Role and Responsibilities

Who We Are:

• CAE Vision: Our vision is to be the worldwide partner of choice in defense and security, civil aviation, and healthcare by revolutionizing our customers’ training and critical operations with digitally immersive solutions to elevate safety, efficiency and readiness.
• CAE Defense & Security Mission: CAE's Defense and Security business unit focuses on helping prepare military customers to develop and maintain the highest levels of mission readiness.
• CAE Values: Empowerment, Innovation, Excellence, Integrity and OneCAE make us who we are and we strive to make a difference in the world while helping each other succeed.

What We Have to Offer:

• Comprehensive and competitive benefits package and flexibility that promotes work-life balance
• A work environment where all employees are valued, respected and safe
• Freedom to succeed by enabling team members to deliver, take initiatives and make decisions
• Recognition, professional development, advancement and having fun!

Summary 

Ideal candidates provide technical expertise to both the end users and front line fellow employees who are tasked to solve technology problems for the end users. The candidates’ responsibilities include monitoring and support maintenance for enterprise software deployed with modern cloud technologies in a security focused environment. The candidate will assist their fellow employees by overseeing a service desk ticketing system to appropriately resolve software problems and to help in the deployment of new technology as required. While performing these functions, the candidate will also be expected to provide technical insight and guidance to the team they will be assigned.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Document and properly assign end user issues using a service desk ticketing system.
• Troubleshoot problems with computer software and make repairs and corrections where required.
• Be prepared to communicate with other partners and vendors to resolve end user issues.
• Be prepared to solve complex software calls or work with the appropriate staff to resolve issues.
• Support remote computing and telecommuting clients.
• Evaluate and troubleshoot software for functionality.
• Exercise responsibility for the integrity, security, and maintenance of the systems.
• Provide cross training to other staff members.
• Will need to work shift or rotating hours as required.  

Qualifications and Education Requirements 

• B.S. degree in Computer Science, Computer Engineering, Information Technology, Electrical Engineering or other technical equivalent including on the job experience and/or certification.
• Must have a Secret clearance with eligibility for Top Secret clearance.
• Must have Security + certification.
• Must possess at least 3 years of recent experience with enterprise IT systems or support of the enterprise IT model or customer services.
• Extensive experience with software platforms to include MS Windows 10.
• Extensive experience in Microsoft Suite Office 2016/0365.
• Must have extensive experience with Microsoft Active Directory and user management.
• Great Diagnostic and troubleshooting skills.
• DOD Approved 8570 Baseline Certification such as A+ CE, CCNA-Security, CND, Network+ CE or SSCP or higher or the ability to obtain and approved certification within 6 months of employment.
• Excellent written and verbal communication skills.
• Excellent customer service skills.
• Knowledge of TCP/IP networking, and related network services (I.E., DNS, SNTP, DHCP, etc.).
• Ability to manage multiple tasks, while effectively focusing on priority issues and staying within service level agreement targets.
• Ability to read the room of junior technicians and fill gaps.
• Ability to help in limiting over taxing of the helpdesk workflows.
• Possess the ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems.
• Ability to create, document, and follow processes and procedures.
• Able to understand the core of the client’s issues and solve them expeditiously.
• Able to identify trends in helpdesk calls to identify core problems and client trends.
• Due to U.S. Government contract requirements, only U.S. citizens are eligible for this role. 

Preferred Skills 

• AWS/Azure deployments and cloud certification.
• Familiar cloud resource.
• Familiar with Docker and Kubernetes platforms (Container Management).
• Familiar with Storage options such as Ceph, Rook, OpenEBS, and Longhorn.
• Familiar with API Gateways such as ISTIO.
• Familiar with GitOps tools such as Terraform and Ansible.
• Familiar with Databases such as Elasticsearch, redis, and ProstgreSQL.
• Ability to monitor performance of a system’s behavior to detect a cyberattack.
• Familiar with application administration and offline components that may result in a degradation of performance.
• Familiar with JIRA/Confluence configurations (i.e. workflows, security permissions, etc.).
• Ability to address security vulnerability and/or product enhancements.

Security Responsibilities 

Must comply with all company security and data protection / usage policies and procedures.  Personally responsible for proper marking and handling of all information and materials, in any form. Shall not divulge any information, or afford access, to other employees not having a need-to-know. Shall not divulge information outside company without management approval.  All government and proprietary information will be accessed and stored electronically on company provided resources.  

• Compliant with all company information systems security policies and procedures.
• Incumbent must be eligible for DoD Personal Security Clearance.
• Shall be assigned specific responsibility for information security by immediate supervisor or department management.
• Shall not divulge any information, or afford access, to other employees not having to need-to-know.
• Shall not divulge information outside company without management approval.
• Incumbent shall execute company non-disclosure agreement prior to access to any controlled information.

Due to U.S. Government contract requirements, only U.S. citizens are eligible for this role. 

Work Environment 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to work with minimal supervision.
• May be working in areas with the risk of electrical shock, near moving mechanical parts driven by hydraulics under high pressure and in high precarious places.
• Ability to perform essential duties and responsibilities worldwide.
• Must be willing to work a flexible schedule and over time.
• Limited travel may be required.

Physical Demands 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to lift and carry a minimum of 35 pounds and manual dexterity to bend, stoop, squat, and stand for prolonged periods.
• Must have visual color acuity.
• Must have the ability to work overtime as necessary.
• Must be able to sit and operate a personal computer for long periods.

Other Duties 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for their job. Duties, responsibilities, and activities may change at any time with or without notice. 

CAE USA Inc. is an EOE/AA employer and gives consideration for employment to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If you’d like more information about your EEO rights as an applicant under the law, please click here Know Your Rights: Workplace Discrimination is Illegal. 

PAY TRANSPARENCY NONDISCRIMINATION PROVISION The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 

#LI-KB1 

Position Type

CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.

Equal Employment Opportunity

At CAE, everyone is welcome to contribute to our success. With no exception.

As captured in our overarching value "One CAE", we’re proud to work as one passionate, boundaryless and inclusive team.

At CAE, all employees are welcome regardless of race, nationality, colour, religion, sex, gender identity or expression, sexual orientation, disability, neurodiversity or age.

The masculine form may be used in this job description solely for ease of reading, but refers to men, women and the gender diverse.

Where compassion meets innovation and technology and our employees are family.

General Purpose of Job:

This position provides support for all corporate computer assets. Installs, modifies, and makes repairs to helpdesk hardware and software systems; provides technical assistance and training to system users; and determines required software and hardware in conjunction with end users.

Essential Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The above statements should be included on all job descriptions.

• Maintains utmost level of confidentiality at all times.
• Adheres to hospital policies and procedures.
• Demonstrates business practices and personal actions that are ethical and adhere to corporate compliance and integrity guidelines. 
• Inspects helpdesk equipment and prepares equipment for delivery to end user.
• Enter all incoming calls to the ticketing system database appropriately.
• Be responsible for timely closure of help desk tickets.
• Monitor outstanding help desk tickets for escalation.
• Installs and maintains hardware and peripheral components such as monitors, keyboards, printers, and disk drives.
• Loads specified software packages such as operating systems, word processing, or spreadsheets onto computers.
• Must have a working knowledge of network client setup, such as installing client software and setting up TCP/IP on client workstations.
• Ability to support users remotely via remote control applications, RDP, or SMS.
• Basic understanding of networking concepts for troubleshooting purposes.
• Immediately solve as many incoming calls as possible within the scope of knowledge.
• Perform follow-up as necessary.
• Route assigned help tickets to the appropriate person.
• Answer questions regarding system procedures, system status, system downtime and downtime.
• Stay informed of all changes to the systems that affect customers.
• Be able to ask the correct questions to discern the urgency of the problem.
• Follow written and/or oral instructions regarding applications to be processed by standard operating procedures and techniques, which are relatively repetitious.
• Be fully able to communicate information to other employees within the department or hospital and responsible for shift maintenance which will include vacuuming of computer area and all related equipment to insure proper operation as per departmental guidelines.
• Other duties as assigned by the Helpdesk Manager.
• Perform the following duties:

System & Desk-side Services

• User account creation
• Password resets
• Print services
• Basic system troubleshooting
• Re-imaging PC’s
• Repairing/Replacing PC’s & Printers 

​Email Services

• User accounts
• Password resets
• Email client configuration

PC, Applications and Network Support

• Advanced troubleshooting & problem escalation

Telecom Support

• Receive requests – follow up on requests

Admin

• System failure communication
• Ensure proper documentation is completed for tickets, PC setups, and configuration changes

Education and/or Experience:

• High school diploma or general education degree (GED); and 2 years' experience preferred.
• Preferred certifications: A+ and Microsoft Certified Professional (MCP).

What You’ll Get to Do:

CACI’s Agile Solution Factory (ASF) is hiring an experienced Help Desk Specialist to support a Customs and Border Protection (CBP) client located in Ashburn, VA. Join this passionate team of industry-leading individuals supporting the best practices in Agile Software Development for the Department of Homeland Security (DHS). As a member of the BEAGLE ASF Team, you will support the men and women charged with safeguarding the American people and enhancing the Nation’s safety, security, and prosperity. CBP agents and officers are on the front lines, every day, protecting our national security by combining customs, immigration, border security, and agricultural protection into one coordinated and supportive activity. ASF programs thrive in a culture of innovation and are constantly seeking individuals who can bring creative ideas to solve complex problems, both technical and procedural at the team and portfolio levels.

More About the Role:

• Support end-user applications and work in a multi-tier service desk as well as work with software development and systems administrators to help reproduce and diagnose problems.

• Provide remote support to users for network and desktop hardware and software problems.

• Respond to and diagnose problems through interactions with users while ensuring a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps.

• Interact with network services, software systems engineering, and/or applications development leads to restore service and/or identify and correct core problems.

• Simulate or recreate user problems to resolve operating difficulties and recommend system or process modifications to reduce user problems.

• Possess and apply comprehensive knowledge across key tasks and high-impact assignments.

• Populate a consolidated Knowledge Management solution to provide Tier 0 Self Service Portal to user populations and provide a centralized knowledge repository for assigned applications suites.

• Collaborate with the engineering teams to identify, respond, and resolve tickets in a timely manner.

• Communicate issues and resolutions with your team lead.

• Define and strategize Incident, Knowledge and Problem management across a large-scale organization.

You Will Bring These Qualifications:

• Bachelor’s Degree (experience considered in lieu of degree)

• 5 or more years of Help Desk or related technical experience

• Documentation and updating ServiceNow incidents.

• Experience with ServiceNow ticketing systems.

• Providing support to end-users spanning a variety of issues.

• Identifying, researching, and resolving technical problems.

• Responding to telephone calls, email, and personnel requests for technical support.

• Documenting, tracking, and monitoring the problem to ensure a timely resolution.

• Providing second-tier support to end-users for either PC, server, or mainframe applications or hardware.

• Ensuring product quality and timeliness of efforts.

• Demonstrated Incident, Knowledge and Problem Management

• Excellent verbal and written communication skills

• Pass CBP background investigation (U.S. Citizenship required).

These Qualifications Would Be Nice to Have:

• ITIL Certification, other Technical Certifications

• Strong, active listening skills

• CBP, DHS, Border Patrol Systems experience

What We Can Offer You:
- We’ve been named a Best Place to Work by the Washington Post.
- Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
- We offer competitive benefits and learning and development opportunities.
- We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.
- For over 60 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.

Position: Member Services Representative - Front Desk

Reports to: General Manager (GM)/ Assistant Manager (AM) / Shift Lead

Department: Operations

Purpose: Help promote our Judgement Free Zone, by representing our core values and adhering to our business drivers during each scheduled shift. 

Duties and Responsibilities:

• Perform to your best abilities during your assigned work shift.

• Monitor and maintain club cleanliness and atmosphere.

• Ensure that all proper training has been completed in order to operate safely and efficiently.

• Conduct regular audits to ensure the store is presentable and holding up to Excel Standard.

• Perform club inspections, complete assigned cleaning or associated tasks along with re-inspecting said tasks.

• Process and Review Daily Club Activity Paperwork and file in appropriate folders.

• Audit and Balance Cash Drawers on a daily basis.

• Update and Review Daily Club Reports and complete any corresponding Data Entry Documents

• Maintain and clean the Front entrance to provide customers with a clean, presentable, and welcoming environment

• Adhere to company’s policies and guidelines and address any minor infractions.

• Provide a safe and secure environment for all members

• Communicate with members and a create a high level of customer service.

• Stocking all retail and promotional items for following shift.

• Perform daily club inspections, complete assigned cleaning sections.

• Understand and adhere to company standards, audit daily paperwork, and help resolve any day-to-day customer issues.

• Audit club inventory and communicate with GM, AM and Shift Lead on recommendations of inventory orders.

• Staying up to date on all required certifications and training courses.

• Communicating with, promoting, touring, and assisting prospects and potential members

• Assisting General Manager and Assistant Manager with club promotions, training, and implementation of any operational strategies

• Ensuring Facility complies with all state and federal laws and insurance requirements

• Operating and Assisting applicable members with use of Tanning, hydro, and Total Body Enhancement Equipment and making sure all applicable paperwork and procedures are adhered to.

Qualifications:

• Must be at least 18 years of age or older.

• HS diploma or equivalent required.

• Familiar with Excel mission, values, vision, and culture, as well as the Planet Fitness brand and operational requirements

• Great communication skills with internal and external customers.

• Must be team oriented, motivated and well organized.

Benefits & Perks:

• Make payday any day by taking advantage of our financial wellness benefit, MyFlexPay

• Every Team Player receives a FREE Planet Fitness Black Card Membership

• Our Employee Assistance Program (EAP) gives you free and confidential access to counseling resources

• PLUS - Paid Time Off (PTO), Paid Parental Leave, and Health Insurance Benefits are offered to all eligible Team Players

Other Details:

• Work Environment: This job operates in a fitness club environment and routinely uses standard office equipment such as computers, photocopiers, fax machines and phones. The noise level in the club environment may be loud on a regular basis.

• Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit, climb, balance, stoop, kneel, crouch or crawl. The employee must frequently lift and move up to 25 pounds and occasionally lift and move objects up to 75 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

• Position Type/Expected Hours of Work: This is a full-time OR part-time, non-exempt position. A non-exempt employee is one who is entitled to the minimum wage and/or overtime pay protections of the FLSA. Days and hours of work can be expected to be between 1-40 hours a week. Club hours vary per location. These hours are subject to change at any time dependent on business needs.

• EEO Statement: Excel Fitness is an Equal Opportunity Employer. We are committed to the policy of equal employment opportunity in recruitment, hiring, career advancement, and all other employment practices

• Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Primary City/State:

Department Name:

Work Shift:

Job Category:

Those who have joined the Banner mission come from all walks of life, united by the common goal: Make health care easier, so life can be better. If changing health care for the better sounds like something you want to be part of, we want to hear from you!

At Banner - University Medical Group (BUMG), we’re creating a world class medical organization that brings together a leadership team committed to a physician-focused structure, while navigating the challenges of moving from a volume-based to value-based health care system.

As a PFS Rep supporting this team, you will coordinate a smooth patient flow process by answering phones, scheduling patient appointments, providing registration of patient and insurance information, obtaining required signatures and following established processes, procedures and standards.

Hours are: Monday - Friday 8:00am - 4:30pm

Banner Health has been recognized by Becker’s Healthcare as one of the 150 top places to work in health care. In addition, we recently made Newsweek’s list of America’s Greatest Workplaces 2023 for Diversity.

These recognitions reflect Banner Health's investment in team members' professional development, wellness benefits, and continued education. It highlights our commitment to advocating for diversity in the workplace, promoting work-life balance, and boosting employee engagement.

POSITION SUMMARY
This position conducts registration, point of service collections and obtains authorizations and forms needed to maximize reimbursement. Document all facets of the registration process and meet accuracy goals as determined by management. Collect payments and meet regular collection targets as determined by management. Demonstrates the ability to collect payments, to resolve customer issues and provide excellent customer service. Perform financial counseling when appropriate.

CORE FUNCTIONS
1. Performs pre-registration/registration processes, verifies eligibility and obtains authorizations, submits notifications and verifies authorizations for services. Verifies patient’s demographics and accurately inputs this information into A/D/T system, including documenting the account thoroughly in order to maximize reimbursement and minimize denials/penalties from the payor(s). Obtains federally/state required information and all consents and documentation required by the patient’s insurance plan(s). Must be able to consistently meet monthly individual accuracy goal as determine by management.

2. Verifies and understands insurance benefits, Collects patient responsibility based on estimates at the time of service or during the pre-registration process. As assigned collection attempts may be made at the bedside. Must be able to consistently meet monthly individual collection target as determined by management.

3. May provide financial counseling to patients and their families. Explains company financial policies and provides information as to available resources. Assists patients with applying for Medicaid. Assists patients with completing all financial assistance programs (i.e.: basic financial assistance, enhanced financial assistance, prompt pay discount, loan program).

4. Acts as a liaison between the patient, the billing department, vendors, physician offices and the payor to enhance account receivables performance and meet payment collection goals, resolve outstanding issues and/or patient concerns and maximize service excellence.

5. Communicates with physicians, clinical and hospital staff, nursing and Health Information Management Services to resolve outstanding issues and/or patient concerns. Work to meet the patient’s needs in financial services.

6. Consistently meets monthly individual productivity goal as determined by management. Completes daily assignments/work lists, keeps electronic productivity log up to date and inputs information accurately. Identifies opportunities to improve process and practices good teamwork.

7. Provides a variety of patient services and financial services tasks. May be assigned functions such as transporting patients, may precept new hire employees, recapping daily deposits, posting daily deposits or conducting other work assignments of the Patient Financial Services team.

8. Works independently under regular supervision and follows structured work routines. Works in a fast paced, multi task environment with high volume and immediacy needs requiring independent decision making and sound judgment to prioritize work and ensure appropriateness and timeliness of each patient’s care. This position requires the ability to retain large amounts of changing payor information/knowledge crucial to attaining reimbursement for the services provided. Primary external customers include patients and their families, physician office staff and third party payors.

MINIMUM QUALIFICATIONS

High school diploma/GED or equivalent working knowledge.

Requires knowledge of patient financial services, financial, collecting services or insurance industry experience processes normally acquired over one or more years of work experience. Requires the ability to manage multiple tasks simultaneously with minimal supervision and to work independently. Requires strong interpersonal, oral, and written communication skills to effectively interact with a wide range of audiences. Employees working at Banner Behavioral Health Hospital must possess an Arizona Fingerprint Clearance Card at the time of hire and maintain the card for the duration of their employment.

Strong knowledge in the use of common office software, word processing, spreadsheet, and database software are required.

PREFERRED QUALIFICATIONS

Work experience with the Company’s systems and processes is preferred. Previous cash collections experience is preferred.

Additional related education and/or experience preferred.

EOE/Female/Minority/Disability/Veterans

Our organization supports a drug-free work environment.

Privacy Policy

Position: Member Services Representative - Front Desk

Reports to: General Manager (GM)/ Assistant Manager (AM) / Shift Lead

Department: Operations

Purpose: Help promote our Judgement Free Zone, by representing our core values and adhering to our business drivers during each scheduled shift. 

Duties and Responsibilities:

• Perform to your best abilities during your assigned work shift.

• Monitor and maintain club cleanliness and atmosphere.

• Ensure that all proper training has been completed in order to operate safely and efficiently.

• Conduct regular audits to ensure the store is presentable and holding up to Excel Standard.

• Perform club inspections, complete assigned cleaning or associated tasks along with re-inspecting said tasks.

• Process and Review Daily Club Activity Paperwork and file in appropriate folders.

• Audit and Balance Cash Drawers on a daily basis.

• Update and Review Daily Club Reports and complete any corresponding Data Entry Documents

• Maintain and clean the Front entrance to provide customers with a clean, presentable, and welcoming environment

• Adhere to company’s policies and guidelines and address any minor infractions.

• Provide a safe and secure environment for all members

• Communicate with members and a create a high level of customer service.

• Stocking all retail and promotional items for following shift.

• Perform daily club inspections, complete assigned cleaning sections.

• Understand and adhere to company standards, audit daily paperwork, and help resolve any day-to-day customer issues.

• Audit club inventory and communicate with GM, AM and Shift Lead on recommendations of inventory orders.

• Staying up to date on all required certifications and training courses.

• Communicating with, promoting, touring, and assisting prospects and potential members

• Assisting General Manager and Assistant Manager with club promotions, training, and implementation of any operational strategies

• Ensuring Facility complies with all state and federal laws and insurance requirements

• Operating and Assisting applicable members with use of Tanning, hydro, and Total Body Enhancement Equipment and making sure all applicable paperwork and procedures are adhered to.

Qualifications:

• Must be at least 18 years of age or older.

• HS diploma or equivalent required.

• Familiar with Excel mission, values, vision, and culture, as well as the Planet Fitness brand and operational requirements

• Great communication skills with internal and external customers.

• Must be team oriented, motivated and well organized.

Benefits & Perks:

• Make payday any day by taking advantage of our financial wellness benefit, MyFlexPay

• Every Team Player receives a FREE Planet Fitness Black Card Membership

• Our Employee Assistance Program (EAP) gives you free and confidential access to counseling resources

• PLUS - Paid Time Off (PTO), Paid Parental Leave, and Health Insurance Benefits are offered to all eligible Team Players

Other Details:

• Work Environment: This job operates in a fitness club environment and routinely uses standard office equipment such as computers, photocopiers, fax machines and phones. The noise level in the club environment may be loud on a regular basis.

• Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit, climb, balance, stoop, kneel, crouch or crawl. The employee must frequently lift and move up to 25 pounds and occasionally lift and move objects up to 75 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

• Position Type/Expected Hours of Work: This is a full-time OR part-time, non-exempt position. A non-exempt employee is one who is entitled to the minimum wage and/or overtime pay protections of the FLSA. Days and hours of work can be expected to be between 1-40 hours a week. Club hours vary per location. These hours are subject to change at any time dependent on business needs.

• EEO Statement: Excel Fitness is an Equal Opportunity Employer. We are committed to the policy of equal employment opportunity in recruitment, hiring, career advancement, and all other employment practices

• Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Position: Front Desk

Reports to: General Manager (GM)/ Assistant Manager (AM) / Shift Lead

Department: Operations

Purpose: Help promote our Judgement Free Zone, by representing our core values and adhering to our business drivers during each scheduled shift. 

Duties and Responsibilities:

• Perform to your best abilities during your assigned work shift.
• Monitor and maintain club cleanliness and atmosphere.
• Ensure that all proper training has been completed in order to operate safely and efficiently.
• Conduct regular audits to ensure the store is presentable and holding up to Excel Standard.
• Perform club inspections, complete assigned cleaning or associated tasks along with re-inspecting said tasks.
• Process and Review Daily Club Activity Paperwork and file in appropriate folders.
• Audit and Balance Cash Drawers on a daily basis.
• Update and Review Daily Club Reports and complete any corresponding Data Entry Documents
• Maintain and clean the Front entrance to provide customers with a clean, presentable, and welcoming environment
• Adhere to company’s policies and guidelines and address any minor infractions.
• Provide a safe and secure environment for all members
• Communicate with members and a create a high level of customer service.
• Stocking all retail and promotional items for following shift.
• Perform daily club inspections, complete assigned cleaning sections.
• Understand and adhere to company standards, audit daily paperwork, and help resolve any day-to-day customer issues.
• Audit club inventory and communicate with GM, AM and Shift Lead on recommendations of inventory orders.
• Staying up to date on all required certifications and training courses.
• Communicating with, promoting, touring, and assisting prospects and potential members
• Assisting General Manager and Assistant Manager with club promotions, training, and implementation of any operational strategies
• Ensuring Facility complies with all state and federal laws and insurance requirements
• Operating and Assisting applicable members with use of Tanning, hydro, and Total Body Enhancement Equipment and making sure all applicable paperwork and procedures are adhered to.

Qualifications:

• HS diploma or equivalent required.
• Familiar with Excel mission, values, vision, and culture, as well as the Planet Fitness brand and operational requirements
• Great communication skills with internal and external customers.
• Must be team oriented, motivated and well organized.

Work Environment: This job operates in a fitness club environment and routinely uses standard office equipment such as computers, photocopiers, fax machines and phones. The noise level in the club environment may be loud on a regular basis.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

The employee is occasionally required to sit, climb, balance, stoop, kneel, crouch or crawl. The employee

must frequently lift and move up to 25 pounds and occasionally lift and move objects up to 75 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Position Type/Expected Hours of Work: This is a full-time OR part-time, non-exempt position. A non-exempt employee is one who is entitled to the minimum wage and/or overtime pay protections of the FLSA. Days and hours of work can be expected to be between 1-40 hours a week. Club hours vary per location.  This position may work outside of normal business hours to include evenings and weekends as needed. These hours are subject to change at any time dependent on business needs.

EEO Statement: Excel Fitness is an Equal Opportunity Employer. We are committed to the policy of equal employment opportunity in recruitment, hiring, career advancement, and all other employment practices

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

PURPOSE AND SCOPE:

As the Patient Services Coordinator this position coordinates scheduling pre-procedure communication medical record documents EMR demographic data entry requirements for payers and Revenue Cycle greets patients and answers multi-line telephone and fax.

PRINCIPAL DUTIES AND RESPONSIBILITIES

• Schedule and input all appointments scheduling module in a timely and efficient manner. Assure all pre-procedure/preoperative activities are scheduled or completed.  Manages patient cancellations center cancellations (e.g. equipment issues) and additions to schedule in accordance to center scheduling parameters. Print patient schedule and pull patient charts daily.
• Facilitates the admission process by professionally greeting all patients and visitors and obtain patient identification and insurance information to initiate admissions process.
• Assemble file and maintain patient medical records and financial records in a confidential and secure manner
• Complete front-end process of billing procedure ensuring all information is entered into the computer registration module.
• Performs Insurance Verification process and completes all required processes for prior authorizations or other actions required by payor.
• Assist with patient transportation if the patient qualifies per the Company Transportation Policy.
• Ensure appropriate signatures are included on all necessary chart and admissions data in accordance with FMCNA policies and procedures.
• Ensure accuracy when scanning and filing documents and completes within 24 hours of completed visit including physician reports to referral sources.
• Communicate all changes about procedure and insurance which is identified during patient visit to appropriate internal parties and directly to the patient record immediately.
• Perform daily encounter checks to assure reporting accuracy. – what is this?
• Coordinates collection processing maintenance storage retrieval documentation and distribution of medical records per policy and procedure.
• Assures documentation of logs of medical record release.
• Provides information to parties engaged in research or study projects involving patient care and utilization of services in accordance with policy.
• Oversees the materials going in and out of the office including  inventory shipments and deliveries.
• Other duties as assigned.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

• The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The work environment is characteristic of a health care facility with air temperature control and moderate noise levels. May be exposed to infectious and contagious diseases/materials.
• Day to day work includes desk and computer work and interaction with patients facility staff and physicians.

SUPERVISION:

• None

EDUCATION:

• High School Diploma or an equivalent combination of education and experience Associate Degree or higher preferred

EXPERIENCE AND REQUIRED SKILLS:

• 1 – 2 years’ related experience preferably in a medical setting with insurance billing.
• Proficient in the use of computers and related software such as Microsoft Office is necessary.
• Excellent communication skills – verbal and written.
• Ability to handle several tasks simultaneously.
• Ability to adapt to supporting software applications.

           
EO/AA Employer: Minorities/Females/Veterans/Disability/Sexual Orientation/Gender Identity

Fresenius Medical Care North America maintains a drug-free workplace in accordance with applicable federal and state laws.

"

EO/AA Employer: Minorities/Females/Veterans/Disability/Sexual Orientation/Gender Identity

Fresenius Medical Care North America maintains a drug-free workplace in accordance with applicable federal and state laws.

MAJORDUTIESANDRESPONSIBILITIES

Duties include but are not limited to:

• Ensures security of all guests is maintained at all times.
• Ensures guest privacy is maintained at all times.
• Possesses a welcoming manner and positive attitude; demonstrates effective communication skills; professionally interacts with guests; answering guest questions concerning hotel facilities; and provides information about local attractions.
• Provides assistance in handling customer complaints, involving management as necessary.
• Utilizes the Property Management System (PMS) to access guest information, retrieve reservation information, change or cancel reservations as requested by the guest, or register guests. Verifies registration information, secures a credit card for incidental expenses, and authorizes credit cards for room charges. Provides guests with their room key or card.
• Receives requests and processes reservations within established guidelines. When rooms are not available, provides a certificate of non-availability (CNA) and/or alternative lodging in the area.
• Registers and assigns rooms to guests, issuing room keys or cards, transmitting and receiving messages, keeping records of occupied rooms and guest accounts, making and confirming reservations, and presenting statements to and collecting payments as necessary.
• Receives and is accountable for a change fund. Prepares Close Bank Report and deposits cash receipts at the end of each shift in accordance with established procedures.
• Responsible for inventorying all keys and any other supplies or amenities maintained at the front desk. Keeps the front desk and lobby area clean and neat.
• Required to run and print various reports from the PMS such as Expected Arrivals, Departure List, In-House Guest List, and Night Audit reports as needed.
• Answers phones and transfers calls to appropriate individuals and replies to guest questions.
• Logs trouble calls in the PMS and ensures the appropriate department is notified. Relocates guest to a different when required.
• Required to retrieve Lost and Found items and contact the guest regarding lost or found items as needed.
• Performs other related duties as assigned.

Position: Member Services Representative - Front Desk

Reports to: General Manager (GM)/ Assistant Manager (AM) / Shift Lead

Department: Operations

Purpose: Help promote our Judgement Free Zone, by representing our core values and adhering to our business drivers during each scheduled shift. 

Duties and Responsibilities:

• Perform to your best abilities during your assigned work shift.

• Monitor and maintain club cleanliness and atmosphere.

• Ensure that all proper training has been completed in order to operate safely and efficiently.

• Conduct regular audits to ensure the store is presentable and holding up to Excel Standard.

• Perform club inspections, complete assigned cleaning or associated tasks along with re-inspecting said tasks.

• Process and Review Daily Club Activity Paperwork and file in appropriate folders.

• Audit and Balance Cash Drawers on a daily basis.

• Update and Review Daily Club Reports and complete any corresponding Data Entry Documents

• Maintain and clean the Front entrance to provide customers with a clean, presentable, and welcoming environment

• Adhere to company’s policies and guidelines and address any minor infractions.

• Provide a safe and secure environment for all members

• Communicate with members and a create a high level of customer service.

• Stocking all retail and promotional items for following shift.

• Perform daily club inspections, complete assigned cleaning sections.

• Understand and adhere to company standards, audit daily paperwork, and help resolve any day-to-day customer issues.

• Audit club inventory and communicate with GM, AM and Shift Lead on recommendations of inventory orders.

• Staying up to date on all required certifications and training courses.

• Communicating with, promoting, touring, and assisting prospects and potential members

• Assisting General Manager and Assistant Manager with club promotions, training, and implementation of any operational strategies

• Ensuring Facility complies with all state and federal laws and insurance requirements

• Operating and Assisting applicable members with use of Tanning, hydro, and Total Body Enhancement Equipment and making sure all applicable paperwork and procedures are adhered to.

Qualifications:

• Must be at least 18 years of age or older.

• HS diploma or equivalent required.

• Familiar with Excel mission, values, vision, and culture, as well as the Planet Fitness brand and operational requirements

• Great communication skills with internal and external customers.

• Must be team oriented, motivated and well organized.

Benefits & Perks:

• Make payday any day by taking advantage of our financial wellness benefit, MyFlexPay

• Every Team Player receives a FREE Planet Fitness Black Card Membership

• Our Employee Assistance Program (EAP) gives you free and confidential access to counseling resources

• PLUS - Paid Time Off (PTO), Paid Parental Leave, and Health Insurance Benefits are offered to all eligible Team Players

Other Details:

• Work Environment: This job operates in a fitness club environment and routinely uses standard office equipment such as computers, photocopiers, fax machines and phones. The noise level in the club environment may be loud on a regular basis.

• Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit, climb, balance, stoop, kneel, crouch or crawl. The employee must frequently lift and move up to 25 pounds and occasionally lift and move objects up to 75 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

• Position Type/Expected Hours of Work: This is a full-time OR part-time, non-exempt position. A non-exempt employee is one who is entitled to the minimum wage and/or overtime pay protections of the FLSA. Days and hours of work can be expected to be between 1-40 hours a week. Club hours vary per location. These hours are subject to change at any time dependent on business needs.

• EEO Statement: Excel Fitness is an Equal Opportunity Employer. We are committed to the policy of equal employment opportunity in recruitment, hiring, career advancement, and all other employment practices

• Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.