Clinical Service Desk Agent I

Healthtech Inc; Northern (KY); Hybrid; USD 42,000 - 65,000; Full time

Benefits offered by this job

Remote work

Job summary

Healthtech Inc. seeks a Clinical Service Desk Agent I to support physicians and clinicians by diagnosing and resolving EHR issues across Epic, Cerner, Meditech, and other systems.

This remote role requires strong customer service, analytical thinking, and the ability to work evenings, weekends, or holidays as needed. You will document investigations, escalate when necessary, and collaborate with the service desk to improve first contact resolution while maintaining HIPAA compliance and

Qualifications

• 3+ years knowledge with Epic, Cerner, Meditech, or other EHR systems.
• 3+ years healthcare experience in a hospital or clinical setting.
• 3+ years customer service experience.
• Intermediate understanding of Healthcare Terminology and basic IT competencies.
• Strong analytical and technical skills.
• Excellent customer service and communication skills, written and verbal.
• Ability to remain calm in stressful environments.
• Ability to learn new software quickly.
• Flexible in schedule to work nights, weekends, and/or holidays.

Responsibilities

• Troubleshoot and resolve EHR issues for physicians and clinicians.
• Analyze issues remotely via phone and tools to identify root cause.
• Document investigations and troubleshooting steps in ITSM tickets and escalate as needed.
• Maintain professional customer service and composure in high-pressure situations.
• Escalate high-priority issues to the appropriate team for patient care.
• Document and share resolutions to improve first contact resolution.
• Collaborate with Service Desk and adhere to HIPAA and client policies.

Skills

Epic knowledge

Cerner knowledge

Meditech knowledge

Healthcare experience

Customer service

Analytical thinking

Problem solving

Typing speed

Stays calm

Tools

ServiceNow

Remedy

Cherwell

Zendesk

Remote access tools

Job description

The Clinical Service Desk Agent I answers calls, chats, e-mails, and other forms of contact from physicians and clinicians to troubleshoot and resolve EHR application and workflow issues in Epic, Cerner, Meditech, other EHR system, or third-party clinical software. Role is leveraged to support multiple clients simultaneously. When unable to resolve on the initial contact, documents issues to be transitioned to an application support team. Utilize excellent customer service skills to delight and exceed physician and clinician expectations. Demonstrates ability and willingness to remotely work a varying shift schedule that may include evenings, weekends, and holidays.## Key ResponsibilitiesThe Clinical Service Desk Agent I will be responsible for, but not be limited to:* Troubleshoot and resolve EHR application and workflow issues for physicians and clinicians experiencing issues in Epic, Cerner, Meditech, other EHR system, or third-party clinical software.* Analyze physician and clinician issues remotely through qualifying and probing questions via phone and remote-control tools (i.e., Quick Assist, Bomgar, etc.) to view a callers’ screen to pinpoint root cause with a goal of First Contact Resolution (FCR).* Document issue/request and troubleshooting steps performed thoroughly in an Information Technology Service Management (ITSM) ticket when unable to FCR, following escalation protocols as needed.* Demonstrate a customer-centric attitude and provide a high level of professionalism and customer service.* Maintain calm and professional composure in high-pressured situations.* Identify and escalate high-priority issues to appropriate team for patient care or urgent issues.* Document investigations and resolutions in a timely manner, using research to quickly understand and diagnose issues.* Resolve issues using standard practices, procedures, approved troubleshooting tools, and workflow processes.* Maintain and expand knowledge of help desk procedures and services to capture issue resolutions and promote continuous improvement and increased FCR.* Make a good faith effort at resolving more complex ends user issues* Collaborate and interface with all members of the Service Desk as a supportive team player.* Work efficiently and reliably in unsupervised and varying environments.* Adhere to policies and procedures such as HIPAA, Nordic, and client notification expectations.* Complete assigned projects on an ad hoc basis and assist with other corporate initiatives as necessary, directed, assigned, or requested.* Attend and participate in team meetings.### ## Required Skills And Experience* 3+ years knowledge and/or experience with Epic, Cerner, Meditech, and/or other EHR system.* 3+ years of healthcare experience (i.e., Super User, Clinician in a hospital or healthcare setting).* 3+ years customer service experience.* Intermediate understanding of Healthcare Terminology and Basic IT competencies required.* Strong analytical and technical skills.* Excellent customer service and communication skills, written and verbal.* Ability to maintain calm and professional composure in stressful environments.* Must enjoy working with technology, be able to learn new software quickly.* Ability to apply problem solving skills across repetitive tasks and demonstrate strong logical and analytical thinking skills.* Flexible in schedule to work nights, weekends, and/or holidays, depending on assigned shift.* Strong attention to detail and ability to organize.* Demonstrate strong typing skills (speed and accuracy).* Must be able to work independently, as well as within a team environment.* Must demonstrate and embody Nordic’s maxims.### ## Desired Skills And Experience* 3+ years of proven performance in call center environment and/or other direct customer-facing role.* 3+ years’ experience working with ITSM system (i.e., ServiceNow, Remedy, Cherwell, ZenDesk, etc.) preferred.* Clinical certification(s) are a plus.* Bilingual in English and Spanish preferred.### ## Additional Details* US Remote* Must have a quiet, private working space* Must have high-speed internet availability, directly connected to a router (no wireless).