The Specialist is responsible for executing assigned tasks using available tools, systems and materials. The Specialist concentrates their efforts on specific functional tasks within shared services as well as cross-trains to understand other functional areas. The Specialist is responsible for resolving all assigned intake cases and working to resolve them through combination of customer service and problem solving.

• Promotes Carilion Clinic’s Culture of Excellence and quality service through teamwork, respectful communication, maintenance of a professional environment, partnership with those we serve and anticipation of patient/customer needs.
• Resolve all assigned cases within the case management tool by problem solving, researching and interacting with customers and others. Adhere to service level agreements (SLAs) when resolving all cases.
• Develop specialization within one functional area of shared services.
• Execute assigned operational tasks based on functional area of responsibility by using available tools, systems and materials. Review and understand impact of work on stated shared services key performance indicators (KPIs).
• Use the knowledgebase to respond to customer inquiries and work to maintain existing knowledgebase content as well as suggest new content when appropriate.
• Demonstrate customer service capabilities when interacting with customers, shared services staff and internal stakeholders.
• Collaborate within shared services as well as with external customers and stakeholders (as needed) to improve customer service and effectiveness of shared services.
• Identify customer service and process improvement ideas and work with Team Lead and Manager to understand viability of changes.

• Promotes Carilion Clinic’s Culture of Excellence and quality service through teamwork, respectful communication, maintenance of a professional environment, partnership with those we serve and anticipation of patient/customer needs.
• Resolve all assigned cases within the case management tool by problem solving, researching and interacting with customers and others. Adhere to service level agreements (SLAs) when resolving all cases.
• Develop specialization within one functional area of shared services.
• Execute assigned operational tasks based on functional area of responsibility by using available tools, systems and materials. Review and understand impact of work on stated shared services key performance indicators (KPIs).
• Use the knowledgebase to respond to customer inquiries and work to maintain existing knowledgebase content as well as suggest new content when appropriate.
• Demonstrate customer service capabilities when interacting with customers, shared services staff and internal stakeholders.
• Collaborate within shared services as well as with external customers and stakeholders (as needed) to improve customer service and effectiveness of shared services.
• Identify customer service and process improvement ideas and work with Team Lead and Manager to understand viability of changes