Clinical Service Desk Agent I

reputed company 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 reputed company-party clinical software. Role is leveraged to support multiple clients simultaneously. reputed company 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 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 view a callers’ screen to reputed company 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 reputed company unable to FCR, following escalation protocols as needed. Demonstrate a customer-centric attitude and reputed company a high level of professionalism and customer service. Maintain reputed company and professional 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 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 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, Nordic, and client notification expectations. Complete assigned projects on an reputed company reputed company 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 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 professional 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 well as reputed company 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., reputed company, Remedy, Cherwell, reputed company, 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 reputed company and applicants. We do not discriminate on the reputed company of race, reputed company, religion, sex, national reputed company, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of reputed company backgrounds to apply, including women, minorities, individuals with disabilities, and veterans. Apply To This Job