Clinical Service Desk Agent I

Nordic Healthcare Group (NHG)•Shaft, MD

About The Position

Make a difference. Be happy. Grow your career. Job Summary The Clinical Service Desk Agent is responsible for providing day-to-day technical support to employees for a range of hardware and software-related systems. The agent responds to and diagnoses problems through discussion with users, which includes troubleshooting, fault rectification, and problem escalation. The agent provides effective and timely resolution of users’ problems, queries, or complaints. The agent assists in hardware and software evaluation and recommends upgrades or improvements to IT infrastructure. CLINICAL SERVICE DESK AGENT I The Clinical Service Desk Agent answers calls, chats, and e-mails from end users, resolves basic IT issues, and documents issues to be handed off to an application support team. Utilize excellent customer service skills and exceed customers’ expectations.

Requirements

2+ years customer service experience required
1 + years’ experience working in a call center required
Basic understanding of Healthcare Terminology and Basic IT competencies required
Excellent customer service and communication skills, written and verbal
Ability to maintain calm and professional composure in stressful environments
Proficient in English to support our clients’ needs.
Must enjoy working with technology, be able to learn new software quickly, and have strong typing skills
Ability to apply problem solving skills across repetitive tasks
Ability to work nights and weekends, depending on assigned shift
Strong attention to detail and ability to organize
Must be able to work independently, as well as within a team environment
Must demonstrate and embody Nordic’s maxims

Nice To Haves

EHR knowledge and/or experience, preferred
Spanish is a plus
Working in Madison, WI, is not required, but preferred.
Trips to the Nordic Home Office in Madison, WI will be expected
Ability to travel up to 5% of the time

Responsibilities

Providing a high level of professionalism and customer service
Responding to end users with an analysis of their needs through qualifying questions over the phone and may use remote applications to diagnose the needs
Taking end user calls regarding questions or issues, resolving the issue during the call, or adequately documenting and transitioning the issue, following escalation protocols, as needed
Walking end user through problem solving or workflow process
Accurately documenting pertinent information for requests and incidents in relevant ticketing system(s)
Quickly identify and escalate high-priority issues to appropriate team
Documenting investigations and resolutions in a timely manner, using research to quickly understand and diagnose issues
Maintaining and expanding knowledge of help desk procedures and services
Making good faith effort at resolving more complex ends user issues
Collaborating and interfacing with all members of the Service Desk.
Working efficiently and reliably in unsupervised and varying environments
Adhering to policies and procedures such as HIPAA and client notification expectations
Attending and participating in team meetings
Working on assigned projects on an ad hoc basis and assisting with other corporate initiatives as necessary, directed, assigned, or requested