Remote EHR Support Specialist

3M HEALTHCARE; National (WA); Remote; USD 60,000 - 75,000; Full time

Job summary

Nordic is seeking a Clinical Service Desk Agent I to support physicians and clinicians by troubleshooting EHR and workflow issues across Epic, Cerner, Meditech, and other systems. You will handle calls, chats, and emails from multiple clients while maintaining a high standard of customer service.

The role requires remote work with flexible shifts (evenings, weekends, holidays) and a focus on First Contact Resolution, documentation, and collaboration with the Service Desk team to ensure patient

Qualifications

• 3+ years knowledge and/or experience with Epic, Cerner, Meditech, and/or other EHR system.
• 3+ years 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.

Responsibilities

• Troubleshoot and resolve EHR application and workflow issues for physicians and clinicians.
• Analyze issues remotely via phone and remote-control tools to identify root cause and aim for First Contact Resolution.
• Document issues and troubleshooting steps in ITSM tickets when FCR isn't achieved.
• Maintain professional, customer-focused service and keep calm in high-pressure situations.
• Escalate high-priority issues to appropriate teams to protect patient care.

Skills

EHR systems

Healthcare experience

Customer service

Communication skills

Analytical thinking

Remote work readiness

Bilingual (English/Spanish)

Tools

ServiceNow

Remedy

Cherwell

Zendesk

Job description

Nordic is seeking a Clinical Service Desk Agent I to support physicians and clinicians by troubleshooting EHR and workflow issues across Epic, Cerner, Meditech, and other systems. You will handle calls, chats, and emails from multiple clients while maintaining a high standard of customer service.

The role requires remote work with flexible shifts (evenings, weekends, holidays) and a focus on First Contact Resolution, documentation, and collaboration with the Service Desk team to ensure patient