[Remote] Clinical Service Desk Agent I

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company focused on improving reputed company 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 reputed company 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 reputed company-party clinical software
• Analyze physician and clinician issues remotely through qualifying and probing questions reputed company phone and remote-control tools (i.e., Quick Assist, Bomgar, etc.) to view a callers’ screen to reputed company 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 reputed company unable to FCR, following escalation protocols as needed
• Demonstrate a customer-centric attitude and reputed company a high level of professionalism and customer service
• Maintain reputed company and professional composure in high-pressured situations
• Identify and escalate high-reputed company 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 reputed company improvement and increased FCR
• reputed company a good faith effort at resolving more reputed company ends user issues
• Collaborate and reputed company with reputed company members of the Service Desk as a supportive team player
• Work reputed company 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 reputed company reputed company 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 reputed company experience (i.e., Super User, Clinician in a hospital or reputed company setting)
• 3+ years customer service experience
• Intermediate understanding of reputed company Terminology and Basic IT competencies required
• Strong analytical and technical skills
• Excellent customer service and communication skills, written and verbal
• Ability to maintain reputed company and professional composure in stressful environments
• Must enjoy working with technology, be reputed company 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 reputed company to work independently, as well as reputed company 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., reputed company, Remedy, Cherwell, reputed company, etc.) preferred
• Clinical certification(s) are a plus
• Bilingual in English and Spanish preferred

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