Clinical Service Desk Agent I

We need to output HTML fragment with sections: About the role? The posting includes description at top: "Make a difference...". That's like overview. Could be "About the role". Then Responsibilities (Key Responsibilities). Then Required Skills And Experience (maybe Requirements). Then Desired Skills And Experience (maybe Qualifications or Skills). Additional Details: US Remote, quiet space, high-speed internet. Could be Benefits? Not really. No explicit Pay, Schedule, Benefits. So we should not create those sections unless present. The posting mentions "Demonstrates ability and willingness to remotely work a varying shift schedule that may include evenings, weekends, and holidays." That's schedule info. Could be Schedule section? It says schedule info present. According to rules: include a section ONLY when posting has real, specific content for it. It does mention varying shift schedule, evenings, weekends, holidays. That's specific enough. So we can create a Schedule section with that content. Benefits? Not mentioned. Pay? Not mentioned. So omit. We need headings:

for section headings (About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We need to decide which to use. We have About the role (overview). Responsibilities (Key Responsibilities). Requirements (Required Skills And Experience). Qualifications? Could combine Desired Skills And Experience as Qualifications or Skills. The list includes Skills heading. We could use Skills for Desired Skills And Experience. Or Qualifications. The instruction: use those headings as examples; we can choose appropriate. Probably we should have About the role, Responsibilities, Requirements, Skills. Schedule as separate. We must not repeat job title as heading. No Job ID. We must use

• for any list of duties/requirements/benefits. So for Responsibilities list, we need
  • . For Required Skills list, also list. For Desired Skills list, also list. For Schedule maybe just a

    . We must preserve ALL substantive information; do not invent or summarize away detail. Remove boilerplate: EEO etc. Also remove "Make a difference. Be happy. Grow your career."? That's tagline but maybe part of overview. It's substantive? It's fluff but maybe part of posting. It's not boilerplate; it's motivational. Keep it? Probably keep as part of About the role. We must not include duplicated lines. Ensure we capture all responsibilities exactly as given. Let's extract sections. Overview paragraph: "Make a difference. Be happy. Grow your career. The Clinical Service Desk Agent I answers calls, chats, e-mails, and other forms of contact from physicians and clinicians to troubleshoot and resolve EHR application and workflow issues in Epic, Cerner, Meditech, other EHR system, or third-party clinical software. Role is leveraged to support multiple clients simultaneously. When unable to resolve on the initial contact, documents issues to be transitioned to an application support team. Utilize excellent customer service skills to delight and exceed physician and clinician expectations. Demonstrates ability and willingness to remotely work a varying shift schedule that may include evenings, weekends, and holidays." That's overview. Responsibilities list (Key Responsibilities). The bullet points are given as a long sentence with periods separating tasks. We need to split into list items. Let's parse: - 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 callers’ 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-pressured 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 ends user issues (typo: ends user? keep as is) - 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. We need to keep exactly as given, but we can split at each period that ends a sentence. Ensure we don't lose any nuance. Now Required Skills And Experience list: - 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. - Ability 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. - Demonstrate strong typing skills (speed and accuracy). - Must be able to work independently, as well as within a team environment. - Must demonstrate and embody Nordic’s maxims. Now Desired Skills And Experience list: - 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. Additional Details: US Remote, Must have a quiet, private working space, Must have high-speed internet availability, directly connected to a router (no wireless). Also EEO boilerplate to remove. We also have schedule info already in overview; but we might still create Schedule section with that sentence: "Demonstrates ability and willingness to remotely work a varying shift schedule that may include evenings, weekends, and holidays." However that sentence already appears in overview; we could keep it there and not duplicate. The rule: preserve ALL substantive information; we can keep it in overview. If we create Schedule section, we would need to move that sentence there, but then we would be removing from overview? Might be okay to duplicate? Better not duplicate. Since overview already includes schedule info, we could still create Schedule section but we would need to avoid duplication. Could just keep schedule info in overview and not create Schedule section. The rule: include a section ONLY when posting has real, specific content for it — never emit a heading followed by filler/placeholder text. It does have schedule content, but we already used it in overview. Could still have Schedule section with that content, but then we would be duplicating. Duplication is not prohibited explicitly but we should avoid duplicated lines. So better not to create Schedule section; keep schedule info in overview. Thus sections: About the role, Responsibilities, Requirements, Skills. We need to use

    for each heading. Now produce HTML fragment:

    About the role

    Make a difference. Be happy. Grow your career. The Clinical Service Desk Agent I answers calls, chats, e-mails, and other forms of contact from physicians and clinicians to troubleshoot and resolve EHR application and workflow issues in Epic, Cerner, Meditech, other EHR system, or third-party clinical software. Role is leveraged to support multiple clients simultaneously. When unable to resolve on the initial contact, documents issues to be transitioned to an application support team. Utilize excellent customer service skills to delight and exceed physician and clinician expectations. Demonstrates ability and willingness to remotely work a varying shift schedule that may include evenings, weekends, and holidays.

    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 callers’ 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-pressured 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 ends 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.

    Requirements

    • 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.
    • Ability 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.
    • Demonstrate strong typing skills (speed and accuracy).
    • Must be able to work independently, as well as within a team environment.
    • Must demonstrate and embody Nordic’s maxims.

    Skills

    • 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.
    We also need to include Additional