Clinical Service Desk Agent

Job Summary

To support multiple clients simultaneously, the full-time Clinical Service Desk Agent I will troubleshoot and resolve EHR application and workflow issues for physicians and clinicians via calls, chats, and emails while working remotely and adhering to varying shift schedules that may include evenings, weekends, and holidays.

Key Responsibilities

• Troubleshoot and resolve EHR application and workflow issues for physicians and clinicians using Epic, Cerner, Meditech, and other systems
• Analyze issues remotely through probing questions and remote-control tools to achieve First Contact Resolution (FCR)
• Document issues and troubleshooting steps in an ITSM ticket and escalate high-priority issues as necessary

Required Qualifications

• 3+ years of knowledge and/or experience with Epic, Cerner, Meditech, or other EHR systems
• 3+ years of healthcare experience in a clinical or hospital setting
• 3+ years of customer service experience
• Intermediate understanding of healthcare terminology and basic IT competencies
• Ability to maintain composure in high-pressure situations and work flexible hours