Clinical Service Desk Agent II

Make a difference. Be happy. Grow your career.

THE ROLE


The Clinical Service Desk Agent II 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. This role also acts as a mentor to CSD team members, assists in training, oversees knowledgebase article approvals, acts as an internal escalation and consultation resource, and may perform fundamental EHR modifications as outlined in specific client requests.

Key Responsibilities

The Clinical Service Desk Agent II will be responsible for, but not be limited to:

• 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).
• Partner with physicians and clinicians by guiding through problem solving or workflow training processes.
• 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.  Approve article content as appropriate.
• 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.
• Perform associate level analyst work including EHR modifications as outlined in specific client requests.
• Assist in discovery and documentation of new client workflow implementations.  Document processes and relay changes to team members as appropriate to aid in First Contact Resolution.
• Provide report to supervisor concerning calls, as requested.
• Train and mentor Clinical Service Desk Agent I’s, serving as a resource to CSD team members.
• Serve as an internal escalation point for Clinical Service Desk Agent I’s in resolving difficult customer issues.
• 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 customer service experience.
• 2+ years of healthcare experience (i.e., Super User, Clinician in a hospital or healthcare setting).
• In depth understanding of Healthcare Terminology and IT competencies required
• Strong analytical and technical skills.
• Excellent customer service and communication skills, written and verbal.
• Strong documentation and training skills.
• 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.

Desired Skills and Experience

• 2+ years of proven performance in call center environment and/or other direct customer-facing role.
• 1+ years’ experience working with ITSM system (i.e., ServiceNow, Remedy, Cherwell, ZenDesk, etc.) preferred.
• EHR certification in Epic, Cerner, Meditech, and/or other EHR system desired.
• Post-secondary education or equivalent experience 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).
• On rare occasion, trips to the Nordic Home Office in Madison, WI may be expected.