Clinical Service Desk Agent I

Nordic Healthcare Group (NHG); United States; Remote; USD 65,000 - 90,000; Full time

Job summary

Nordic Healthcare Group provides clinical IT support in a US remote setting, helping physicians and clinicians resolve EHR issues across Epic, Cerner, Meditech, and other software.

In this remote role, you will handle calls, chats, and emails, document investigations in ITSM, and escalate complex problems to ensure First Contact Resolution.

Qualifications

• 3+ years experience supporting EHRs (Epic, Cerner, Meditech) in healthcare settings.
• Strong customer service and communication skills required.
• Experience with ITSM ticketing systems preferred.

Responsibilities

• Troubleshoot and resolve EHR issues for physicians and clinicians across Epic, Cerner, Meditech, and other apps.
• Analyze issues remotely via phone and remote-control tools to identify root causes and aim for First Contact Resolution.
• Document issues and troubleshooting steps in ITSM tickets and escalate when needed.
• Maintain professional customer service and calm demeanor in high-pressure situations.
• Identify and escalate high-priority issues for patient care.
• Document investigations and solutions and contribute to knowledge base and process improvements.
• Collaborate with Service Desk team and work unsupervised when required.
• Adhere to HIPAA, Nordic, and client notification policies.
• Attend team meetings and participate in ad hoc projects.

Skills

EHR troubleshooting

Healthcare IT

Customer service

Remote diagnosis

Documentation in ITSM

Communication

Problem solving

Team collaboration

Flexible schedule

Tools

Epic

Cerner

Meditech

ServiceNow

Remedy

Cherwell

Zendesk

Job description

Make a difference. Be happy. Grow your career.

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 Responsibilities

The 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 escalation 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).

Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.