Clinical Service Desk Agent

Job Summary

Supporting multiple clients simultaneously, the full-time Clinical Service Desk Agent I will troubleshoot and resolve EHR application and workflow issues for physicians and clinicians, utilizing excellent customer service skills while working remotely on a varying shift schedule that may include evenings, weekends, and holidays.

Key Responsibilities

• Troubleshoot and resolve EHR application and workflow issues for physicians and clinicians
• Analyze issues remotely using probing questions and remote-control tools to achieve First Contact Resolution (FCR)
• Document issues and troubleshooting steps in an ITSM ticket when unable to resolve on the first contact

Required Qualifications

• 3+ years of knowledge and/or experience with Epic, Cerner, Meditech, or other EHR systems
• 3+ years of healthcare experience in a hospital or healthcare setting
• 3+ years of customer service experience
• Intermediate understanding of healthcare terminology and basic IT competencies
• Ability to maintain calm and professional composure in stressful environments