Clinical Service Desk Agent

Job Summary

To support healthcare professionals, the full-time Clinical Service Desk Agent will troubleshoot and resolve EHR application and workflow issues for physicians and clinicians remotely, utilizing strong customer service skills while working varying shifts 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 clinical software
• 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 when unable to resolve on the first contact, following escalation protocols 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 hospital or healthcare setting
• 3+ years of customer service experience
• Intermediate understanding of healthcare terminology and basic IT competencies
• Strong analytical and technical skills with the ability to maintain composure in stressful environments