Clinical Service Desktop Support

Prosum; California; On-site; USD 65,000 - 90,000; Full time

Job summary

Prosum is seeking a Clinical Service Desk professional to provide end-user support for Cerner EMR systems. The role focuses on diagnosing, troubleshooting, and coordinating resolutions, with responsibility for basic over-the-phone training and consulting to end-users.

This position contributes to the client’s mission, vision, values, and strategic goals. Ideal candidates have a high school diploma, 2+ years in a service desk with EMR experience, and strong customer service skills.

Qualifications

• High school diploma required.
• Associate's degree in a related field preferred.
• Minimum 2 years' experience in a service desk environment with EMR experience.
• Clinical experience required.
• Exceptional customer service and communication skills, both verbal and written.
• Strong troubleshooting skills and ability to work with minimum supervision.

Responsibilities

• Provide phone support and process emails for Cerner EMR technical issues using established tools and policies.
• Ensure customers receive prompt, accurate, and courteous service.
• Assess and escalate user-reported problems to appropriate IS teams.
• Stay current with Cerner system information changes and updates.
• Coordinate with Cerner technical support staff to research and resolve issues.
• Assist Cerner account creations, modifications, and password resets in Active Directory.
• Create and maintain training guides and document workflows and procedures.

Skills

Customer service

Verbal and written communication

Troubleshooting

Independent work

Education

High school diploma

Associate's degree related field preferred

Tools

Cerner EMR

Job description

The Clinical Service Desk will provide application support to the client community with a primary focus on our electronic medical record (EMR) system. This position administers end-user support for Cerner systems and applications; follows an escalation path to diagnose, troubleshoot, and coordinate resolutions through completion; and provides basic over-the-phone training and consulting to end-users. Supports the mission, vision, values, and strategic goals of the client.

• High school or equivalent required.
• Associate's degree in a related field preferred.
• Minimum 2 years' experience in a service desk environment, with EMR experience.
• Clinical experience required.
• Must demonstrate exceptional customer service and communication skills, both verbal and written.
• Strong troubleshooting skills and ability to work with minimum supervision.

Accountabilities:

• Provide phone support and process emails for Cerner EMR technical issues utilizing available tools, procedures and policies.
• Ensure customers receive prompt, accurate, and courteous service.
• Assess and elevate user-reported problems in a timely manner; decide which issues require escalation to other Information Services teams.
• Stay current with system information changes and updates.
• Initiate communication with the Cerner technical support staff to research and resolve issues.
• Support Cerner account creations, modifications, and active directory password resets.
• Create and maintain training guides based on new information and best practices; Document and monitor new and existing workflows and associated procedures.