Healthcare Service Desk Analyst - EMR Support

HTC Global Services; Troy (MI); Presencial; USD 42.000 - 68.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Group Health

401(k) matching

Paid Time Off

Wellness programs

Professional Development

Descripción de la vacante

HTC Global Services is seeking a Healthcare Service Desk Analyst to provide first- and second-level support for healthcare staff and patients. The role requires strong customer service and clinical knowledge, with weekend shifts weekly.

You will document issues, troubleshoot across browsers, printers, and EMR workflows, and escalate when needed. Additionally, you will maintain knowledge bases, collaborate with clinicians, and improve user satisfaction while supporting Epic, Cerner, Meditech, and

Formación

• Minimum high school diploma.
• Minimum of 18 months of experience in a Service Desk Analyst role preferred.
• Knowledge of Citrix and VPN.
• Experience troubleshooting printers, web browsers, local software, web-based software, and basic network issues.
• Experience using an ITSM tool to document incidents and requests.
• Strong listening, verbal, and written communication skills.
• Positive attitude and willingness to learn EMR applications and workflows for Level 1 support.
• Ability to troubleshoot, analyze, and resolve customer concerns.
• High technical aptitude and strong PC literacy skills.
• Ability to work independently and as part of a team while performing under pressure.
• Interest in the clinical or medical field with a strong desire to learn.

Responsabilidades

• Receive incoming calls from the client community and provide first-level support.
• Document each call, verifying customer information and recording all troubleshooting steps.
• Research, resolve, and respond to clinical and technical questions received via telephone, email, and other channels.
• Provide timely callbacks and escalation issues to the appropriate individual or group when necessary.
• Assist in resolving user and support issues across company sites to promote knowledge sharing and improve user satisfaction.
• Routinely contribute to the Clinical Knowledge Base.
• Provide accurate and creative solutions to user problems of moderate complexity to support user productivity.
• Acquire and maintain current knowledge of relevant clinical and technical product offerings and support policies.
• Participate in team projects that improve the quality and efficiency of the resolution center.
• Assist with special clinical product-related issues as needed.
• Learn and gain experience with clinical workflows within EMR systems such as Epic, Cerner, Meditech, and Allscripts.
• Support clinicians throughout the patient admit-to-discharge process.
• Work directly with physicians and nurses to troubleshoot technical issues impacting patient care.

Conocimientos

Communication

Customer Service

Multitasking

PC Literacy

Teamwork

Problem Solving

Educación

High School Diploma

Herramientas

Citrix

VPN

ITSM Tool

Descripción del empleo

HTC Global Services is seeking a Healthcare Service Desk Analyst to provide first- and second-level support for healthcare staff and patients. The role requires strong customer service and clinical knowledge, with weekend shifts weekly.

You will document issues, troubleshoot across browsers, printers, and EMR workflows, and escalate when needed. Additionally, you will maintain knowledge bases, collaborate with clinicians, and improve user satisfaction while supporting Epic, Cerner, Meditech, and