Clinical Service Desk- Helpdesk Senior Representative-Remote-Halifax
About The Position
This role supports the Provider Clinical Service Desk by managing and coordinating inbound support activity across multiple intake channels, including system-generated requests, self-service submissions, emails, chats, and other queue-based inputs. The position operates within a 24x7x365 service environment focused on service continuity and SLA adherence. Candidates must be shift-flexible, as coverage may include evenings, weekends, and holidays based on operational needs. Initial account-specific training is conducted during standard day-shift hours, regardless of assigned shift.
Requirements
- Minimum 1 year Healthcare-Healthcare Systems-Call Center experience
Responsibilities
- Monitor and manage incoming support requests to ensure timely handling and adherence to defined service level agreements (SLAs).
- Coordinate ticket assignment to available resources based on workload, coverage, and operational needs.
- Utilize established templates and systems to accurately capture and document relevant system information within tickets.
- Manage active, on-hold, and aging tickets, including updating statuses and ensuring appropriate follow-up.
- Review historical tickets during periods of low queue volume to support backlog reduction or quality initiatives.
- Support queue-related activities such as voicemail review, callback coordination, and ticket updates, as applicable.
- Perform ongoing queue monitoring to identify trends, bottlenecks, and opportunities for efficiency.
- Conduct ticket quality audits on resolved cases using provided guidelines and parameters.
- Contribute to knowledge development by identifying patterns, recommending improvements, and supporting enhancements to automation and AI-assisted tools.
- Collaborate with leadership and peers to refine workflows and adapt responsibilities as operational needs evolve.
- Read text on computer screens for the duration of the shift
- Remain at designated workspace and working within ticketing 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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
