WOOSTER COMMUNITY HOSPITAL JOB DESCRIPTION

Telecommunications Specialist (Information Systems)

MAIN FUNCTION:

Telecommunications specialists are voice systems specialists who team up with customers, departments, Network and Systems Administrators and Desktop staff to ensure the highest possible quality and efficiency from communications systems. They manage and support telecommunications systems and networks, with duties that include configuring and deploying related communications systems, equipment, managing user access and rights, IP telephony, POTS lines, voice mail, faxes, monitoring network performance and reliability, and implementing and maintaining security protocols.

Telecom specialists have a broad understanding of TCP/IP, UDP, FTP, VoIP, telephony systems, and general networking hardware and software that they use to perform their jobs. They must be able to work independently and as a member of a team, with excellent organizational and time management skills. Additionally, they should have effective communication and interpersonal skills to use when supporting clients, stakeholders, and other team members.

RESPONSIBLE TO: Director of Information Systems

Telecommunications Specialist Required Qualifications

• 3+ years' experience as a Telecommunications Specialist or relevant role
• 5+ years' experience with telecommunications systems
• 3+ years' experience configuring, implementing, and supporting LAN, WAN, VOIP networks
• 3+ years managing Active Directory environments, security groups and policies
• 3+ years' experience in security best practices
• 2 year degree in a related Information Technology focus
• Critical thinking and problem-solving skills
• Team player
• High School Diploma or GED

Telecommunications Specialist Preferred Qualifications

• Certification in Cisco CCNA, CCNP, CCNA Voice
• 3+ years of experience with Cisco Unified Communications Manager
• Experience with Arista networking equipment and protocols
• Experience in Health Care information technology
• Experience in backup technologies
• Experience in high availability, business continuity, and disaster recovery
• Bachelor's degree in a related technology focus

Telecommunications Specialist duties and responsibilities

• Maintain documentation related to VOIP systems, voice related applications/utilities, network configuration, network mapping, processes, and service records.
• Develop, implement, and manage standard operating procedures
• Prepare training plans for VOIP network administration, usage, and disaster recovery
• Assist Network and Systems Administrators with deployment of company LANs, WANs, Voice, and wireless networks, including routers, switches, UPS, and other hardware
• Conduct research on telephony products, services, protocols, and standards
• Deploy telecommunications equipment and peripheral devices
• Deploy, monitor, and maintain call mangers and all related hardware and software including all voice gateways
• Configure and support call center software
• Configure and support voice mail
• Manage cellular device inventories and Mobile Device Management systems
• Suggest and implement innovative networking solutions
• Attend relevant workshops and educational programs
• Configure and test networks to ensure their smooth and reliable operation
• Monitor and troubleshoot problems as needed
• Prepare and present network performance statistics and reports

POSITION EXPECTATIONS: All expectations detailed below are considered ADA Essential.

Communication

• Maintains awareness of verbal / non-verbal communication in interactions with staff, other departments, customers, physicians, patients and families
• Collaborates and communicates effectively and positively with all members of the IS Staff and health care team.
• Demonstrates empathy and understanding in communication of issues with customers.
• Properly utilize chain of command for all issues beyond capability and properly utilizes chain of command in interactions with Analyst side of IS Department
• Maintains patient and staff confidentiality in all communication interactions written, verbal, electronic and digital.
• Maintains documentation and logs to ensure that accurate information is available to staff and customers.
• Able to interview customer to collect necessary information about problem and lead user through troubleshooting processes.
• Communicate with Hardware/Software vendors for troubleshooting as well as requesting service for defective products/systems.

Customer Service:

• Displays positive attitude. Treats others with honesty and respect. Speaks positively in all customer interactions internal and external.
• Assess customer satisfaction when rounding on customers/users and use appropriate chain of command for unresolved issues or problems.
• Develop positive relationships with other departments to foster patient satisfaction.
• Intervene with patients /staff using crucial conversation skills in situations in which customer needs have not been met to determine a positive, mutually agreeable resolution.

Staff Development / Professional Growth:

• Annual / ongoing competency validation to assure proficiency in performing assigned tasks
• Demonstrates initiative and accepts responsibility for personal/ professional growth
  • Identifies own learning needs, develops and implements a plan to address those needs
  • Seeks guidance/input from peers, supervisor and direct reports, as necessary, to identify areas for growth.
• Accept feedback as opportunity for growth.

Demonstrates knowledge and understanding of new policies and procedures, practices, changes in practice, and initiatives. Obtains this knowledge via staff meeting attendance, reading of communication, required hospital education, discussion with departmental leadership and peers.