Clinical IT Helpesk Desk Associate - REMOTE

About the role

This position will be a part of our Provider Clinical Service Desk, as an agent primarily handling inbound customer calls. This is a call center environment in which we support our customers 24x7x365. All candidates will have to be shift flexible. Shift work is required including nights, weekends, and/or holidays. Account specific training is conducted during day shift hours, regardless of assigned shift.

Responsibilities

• Respond to incoming service desk calls from healthcare customers regarding the clinical and technical aspects of various clinical applications such as Epic, Cerner, McKesson and Meditech.
• Incidents may include, but are not limited to workflow issues, devices, application errors, user access, and functionality
• Track and document the appropriate comments, and close or escalate the incident tickets and related issues in a timely manner
• Responsible for driving resolution of incidents on a 24/7 desk
• Read text on computer screens for the duration of the shift
• Remain at designated workspace and in the phone queue for an 8 to10-hour period with scheduled breaks
• Ensure a quiet, private workspace with high speed, wired internet
• Travel up to 10% of the time, if required
• Lift up to 25 lbs. if needed for equipment setup
• Have a working cell phone for manager communication and Two-Factor Authentication

Basic Qualifications

• Minimum of 2 years of service desk / helpdesk experience or equivalent combination of education and technical troubleshooting experience (i.e., 1 year of work experience and 1 year of technical education)
• Minimum of 1 year of technical troubleshooting experience
• High school diploma or equivalent required

Preferred Skills

• Experience in a call center environment
• Demonstrate a service philosophy in all interactions with clinicians and colleagues
• Effective communication and interpersonal skills
• Proficient typing and English language skills (both verbally and in writing)
• Strong listening capabilities to fully understand caller’s needs / requests
• Exceptional ability to work optimally in a fast-paced environment

Pay

The starting pay range for this role is $37,944 – 62,000. Actual compensation will depend on a number of factors, including the candidate’s relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance.

Benefits

• Medical, dental, and vision insurance with an employer contribution
• Flexible spending or health savings account
• Life and AD&D insurance
• Short and long term disability coverage
• Paid time off
• Employee assistance
• Participation in a 401k program with company match
• Additional voluntary or legally-required benefits

Schedule

All candidates are required to be shift flexible. Night, weekend, and/or holiday work will be required. Schedule can be changed as per client and business requirements or training needs. Additionally, overtime may be required depending on business requirements.