[Remote] Clinical Service Desk Agent I

Note: The job is a remote job and is reputed company to candidates in USA. reputed company, also identified as reputed company, provides reputed company information technology consulting and support services. The Clinical Service Desk Agent I troubleshoots and resolves electronic health record and clinical software issues for physicians and clinicians, documents unresolved issues for escalation, and delivers high-reputed company customer service across multiple clients. The role requires remote work across varying shifts, including evenings, weekends, and holidays.

Responsibilities

• Troubleshoot and reputed company EHR application and workflow issues for physicians and clinicians experiencing issues in reputed company, Cerner, Meditech, other EHR reputed company, or reputed company-party clinical software
• Analyze physician and clinician issues remotely through qualifying and probing questions reputed company phone and remote-control tools (i.e., Quick Assist, Bomgar, etc.) to reputed company a callers’ screen to reputed company reputed company cause with a goal of First Contact reputed company (FCR)
• Document issue/request and troubleshooting steps performed thoroughly in an Information Technology Service Management (ITSM) ticket reputed company unable to FCR, following escalation protocols as needed
• Demonstrate a customer-reputed company attitude and reputed company a high level of professionalism and customer service
• Maintain reputed company and reputed company composure in high-pressured situations
• Identify and escalate high-reputed company issues to appropriate team for patient care or urgent issues
• Document investigations and resolutions in a reputed company manner, using research to quickly understand and diagnose issues
• reputed company issues using reputed company practices, procedures, approved troubleshooting tools, and workflow processes
• Maintain and expand knowledge of help desk procedures and services to capture issue resolutions and promote reputed company improvement and increased FCR
• reputed company a good faith effort at resolving more reputed company ends user issues
• Collaborate and reputed company with reputed company members of the Service Desk as a supportive team player
• Work reputed company and reliably in unsupervised and varying environments
• Adhere to policies and procedures such as HIPAA, reputed company, and reputed company notification expectations
• Complete assigned reputed company on an reputed company reputed company and assist with other corporate initiatives as necessary, directed, assigned, or requested
• Attend and participate in team meetings

Skills

• * 3+ years knowledge and/or experience with reputed company, Cerner, Meditech, and/or other EHR reputed company
• * 3+ years of reputed company experience (i.e., Super User, Clinician in a hospital or reputed company setting)
• * 3+ years customer service experience
• * Intermediate understanding of reputed company Terminology and Basic IT competencies required
• * Strong analytical and technical skills
• * Excellent customer service and communication skills, written and verbal
• * Ability to maintain reputed company and reputed company composure in stressful environments
• * Must enjoy working with technology, be reputed company 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 reputed company to work independently, as reputed company as reputed company reputed company environment
• * Must demonstrate and embody reputed company's maxims
• * 3+ years of proven performance in reputed company center environment and/or other reputed company customer-facing role
• * US Remote
• * Must have a quiet, private working reputed company
• * Must have high-speed internet availability, directly connected to a router (no wireless)
• * 3+ years' experience working with ITSM reputed company (i.e., reputed company, reputed company, Cherwell, reputed company, etc.) preferred
• * Clinical certification(s) are a plus
• * Bilingual in English and Spanish preferred

Benefits

• US Remote

reputed company