Clinical Applications – Service Desk

Pennant Services

5d•Hybrid

About The Position

The Clinical Applications Service Desk Resource role is designed to support the use of clinical applications within our healthcare organization, helping operations utilize systems and identify and correct issues in a timely manner. The Service Desk Resource will ensure the efficient and effective resolution of user issues, manage and maintain proactive support and self-support tools, provide guidance and training to staff, and maintain excellent customer service standards.

Requirements

1+ years of general customer support, training, implementation, project management, or clinical application user experience in eClinicalWorks.
Strong problem-solving, troubleshooting, and analytical skills.

Nice To Haves

Additional experience with Homecare Homebase, Forcura, Waystar, Medalogix, NVOQ, supply interfaces, medication interfaces, or other clinical applications is a plus.

Responsibilities

Execute the timely and accurate resolution of service desk tickets related to clinical applications. Escalate issues as necessary.
Provide hands-on telephone, email, and ticket-based technical support for clinical applications, including troubleshooting, configuration, and maintenance.
Ensure high levels of customer satisfaction by maintaining clear and effective communication with agency staff, resources, and other stakeholders.
Develop and implement strategies to improve service desk efficiency and effectiveness. Monitor and analyze metrics to identify areas for improvement.
Maintain comprehensive documentation of help desk processes, procedures, and resolutions.
Monitor application performance, usage, and user reports to identify and resolve issues that impact daily operations.
Implement and enforce security measures to protect applications and data from unauthorized access. Execute SOP’s consistently to ensure compliance with user account management, access, and usage policies and procedures.
Ensure all service desk activities comply with relevant regulations, policies, and standards. Stay updated with industry trends, new technologies, and best practices to continually enhance service desk operations.
Coordinate and provide training for internal team and end-users on clinical applications and related technologies. Identify support trends and recurring issues in local operations to create education and self-support options for resolution.
Foster strong relationships with end-users across all departments and operational areas. Understand their needs and challenges, ensuring that the portfolio of clinical applications and the local use of specific applications meet their requirements and contribute to the organization’s overall success.
Stay abreast of the latest developments in clinical software and technology, including new vendor software features and new-to-market services that achieve operational goals. Propose and implement innovative solutions that can further enhance operational efficiency and financial performance.