[Remote] Clinical Service Desk Agent I

Note: The job is a remote job and is open to candidates in USA. Nordic Global is a company focused on improving healthcare through technology, and they are seeking a Clinical Service Desk Agent I. The role involves providing support to physicians and clinicians by troubleshooting EHR application issues and ensuring high levels of customer service while working remotely.

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

Skills

• 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
• 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

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