Ontada Help Desk Representative

McKesson•The Woodlands, TX

8d•$22 - $36

About The Position

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care. What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you. As the Ontada Help Desk Representative , you are the first point of contact for clinicians and technology teams, deliver support for electronic health record, clinical decision, and interface technology. Representatives must act quickly to analyze incidents and determine if a solution is available, or, escalate to the appropriate point of contact. They may implement work-around solutions while providing progress updates. Representatives must note all details, including observations, diagnoses, and action steps within a ticketing system. Shift Details Shift rotation, Monday – Friday, 6:00am - 6:00pm Central On-call rotation Monday – Monday, 6:00pm – 6:00am Central

Requirements

Typically requires 1+ years of related experience.
Highschool Diploma
Commitment to McKesson’s I2CARE and ILEAD Shared Principals
Commitment to Ontada Culture
Excellent customer service skills
Exceptional written and verbal communication and organizational skills
Ability to communicate technical issues to non-technical personnel
Remain graceful and tactful under pressure, demonstrating patience, composure, and professionalism
Superior attention to detail and ability to prioritize incidents in a fast-paced environment, ensuring adherence to all deadlines
Ability to exercise sound critical thinking and problem-solving skills, executing responsibilities with minimal guidance
Experience using, implementing, or supporting clinical workflow in electronic health record applications and other clinical systems
Typing speed of 60+ WPM

Nice To Haves

Basic operating system, desktop, and networking knowledge desirable
Experience providing customer support by phone, email, chat, and/or using a ticket management system
Professional appearance and ability to interact in a variety of situations to include business development, customer service, orientations, and training
Effective communication skills and the ability to present information in one-on-one and small groups to clients, team members and executive leadership
Bilingual English / Spanish, complete comprehension, literacy, and fluency in both languages
High Energy and self-motivated to produce quality solutions
In-the-field healthcare experience highly desired

Responsibilities

Provide first-line, world-class, “white-glove”, customer service experiences in a call center environment.
Develop a thorough understanding of patient-centered oncology care, electronic health record and clinical decision workflows
Providing first line application and technical support to Ontada customers
Assist internal and external customers by phone, email, chat and/or using a ticket management system
Create a ticket for each customer-interaction or update existing ticket for customer follow-up
Quickly and accurately determine incident scope and impact
Document all incident details including a thorough description, steps taken to troubleshoot, record type classification, and escalation of issues to Tier 2 and Tier 3 support teams
Leverage knowledge base, help menu and other tools to support customers in a consistent manner
Follow up on incidents with customers and internal teams until the incident is resolved
Maintain key performance indicators including, but not limited to, availability, timeliness to answer, timeliness to resolve, quality interaction and customer satisfaction
Support clinical applications on various OS and Devices - computers, laptops, tablets, smart phones
Follow up on incidents and service requests at pre-defined intervals until resolved
Drive collaboration across internal and external customer service teams including practice IT, vendors, and other escalation points until the incident is resolved
Facilitate troubleshooting of application issues and contribute to the creation of easy-to-follow knowledge base articles on findings
Develop an awareness on how the patient portal integrates with other healthcare technology solutions