Clinical Service Desk-Helpdesk-REMOTE-US
About The Position
This position will be a part of our Provider Clinical Service Desk, as an agent primarily handling inbound customer calls. This is a call center environment in which we support our customers 24x7x365 All candidates will have to be shift flexible. Shift work is required including nights, weekends, and/or holidays. Account specific training is conducted during day shift hours, regardless of assigned shift. Respond to incoming service desk calls from healthcare customers regarding the clinical aspects of various clinical applications such as Epic, Cerner, McKesson and Meditech. Incidents may include, but are not limited to workflow issues, application errors, user access, and functionality Track and document the appropriate comments, and close or escalate the incident tickets and related issues in a timely manner Responsible for driving resolution of incidents on a 24/7 desk Read text on computer screens for the duration of the shift Remain at designated workspace and in the phone queue for an 8 to10-hour period with scheduled breaks Ensure a quiet, private workspace with high speed, wired internet Travel up to 10% of the time, if required Lift up to 25 lbs. if needed for equipment setup Have a working cell phone for manager communication and Two-Factor Authentication Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment.
Requirements
- Minimum of 4 years of service desk / helpdesk experience or equivalent combination of education and technical troubleshooting experience (i.e., 2 years of work experience and 2 years of technical education)
- Minimum of 1 year of technical troubleshooting experience
- High school diploma or equivalent required
- Experience in a call center environment
- Demonstrate a service philosophy in all interactions with clinicians and colleagues
- Effective communication and interpersonal skills
- Proficient typing and English language skills (both verbally and in writing)
- Strong listening capabilities to fully understand caller's needs / requests
- Exceptional ability to work optimally in a fast-paced environment
- Minimum 1 year Healthcare-Healthcare Systems-Customer Service
- All candidates will have to be shift flexible.
- Shift work is required including nights, weekends, and/or holidays.
- Travel up to 10% of the time, if required
- Lift up to 25 lbs. if needed for equipment setup
Responsibilities
- Respond to incoming service desk calls from healthcare customers regarding the clinical aspects of various clinical applications such as Epic, Cerner, McKesson and Meditech.
- Track and document the appropriate comments, and close or escalate the incident tickets and related issues in a timely manner
- Responsible for driving resolution of incidents on a 24/7 desk
- Read text on computer screens for the duration of the shift
- Remain at designated workspace and in the phone queue for an 8 to10-hour period with scheduled breaks
- Ensure a quiet, private workspace with high speed, wired internet
- Have a working cell phone for manager communication and Two-Factor Authentication
Benefits
- We offer a full comprehensive benefits package that starts from your first day of employment.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
