Clinical Service Desk Agent I

Key Responsibilities

• Troubleshoot and resolve EHR application and workflow issues for physicians and clinicians experiencing issues in Epic, Cerner, Meditech, other EHR system, or third-party clinical software.
• Analyze physician and clinician issues remotely through qualifying and probing questions via phone and remote-control tools (i.e., Quick Assist, Bomgar, etc.) to view a caller’s screen to pinpoint 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 when unable to FCR, following escalation protocols as needed.
• Demonstrate a customer-centric attitude and provide a high level of professionalism and customer service.
• Maintain calm and professional composure in high-pressure situations.
• Identify and escalate high-priority 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 continuous improvement and increased FCR.
• Make a good faith effort at resolving more complex end-user issues.
• Collaborate and interface with all members of the Service Desk as a supportive team player.
• Work efficiently 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 ad hoc basis 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 healthcare experience (i.e., Super User, Clinician in a hospital or healthcare setting).
• 3+ years customer service experience.
• Intermediate understanding of Healthcare Terminology and Basic IT competencies required.
• Strong analytical and technical skills.
• Excellent customer service and communication skills, written and verbal.
• Ability to maintain calm and professional composure in stressful environments.
• Must enjoy working with technology, be able to learn new software quickly.
• Able 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.
• Must be able to work independently, as well as within a team environment.
• Demonstrate strong typing skills (speed and accuracy).
• 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., ServiceNow, Remedy, Cherwell, ZenDesk, etc.) preferred.
• Clinical certification(s) are a plus.
• Bilingual in English and Spanish preferred.