Clinical Service Desk - Level 1

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Embrace new challenges and deliver real value to some of the world’s most influential Fortune 100 brands, growth companies transforming their industries, and mid-market firms that need help navigating the defining moments of their lifecycle. Work side by side with business leaders to solve complex client challenges and make a true impact. Love what you do as part of a diverse organization committed to collaboration and continuous learning.

The Team - Healthcare IT Services

Pivot Point Consulting enables healthcare organizations to realize the most value from their technology and resources through Managed Services, Data & Analytics, EHR, ERP, Advisory, Virtual Care and Cybersecurity services. Its award-winning industry experts deliver Consulting, Managed Services and Talent Solutions to providers, payers, life sciences and technology organizations.

The firm is currently ranked #1 Best in KLAS: Managed IT Services and has been repeatedly recognized as a top performer by KLAS in multiple categories, including #2 Best in KLAS: Partial IT Outsourcing (renamed Managed IT Services in 2023) and Best in KLAS: Overall IT Services Firm in 2022 and #1 Best in KLAS: Overall IT Services Firm in 2020. For more information, visit pivotpointconsulting.com.    

Your Impact

The Level 1 Clinical Agent will be responsible for supporting Epic customers from our call center. This person must provide exceptional call center support. Customer Service and Communication skills are a must and critical to the success of this role.

• Ticket/Issue Escalations for assigned call center
• Accurately process and record call transactions using a computer and designated tracking software
• Assist with last-minute coverage needs
• Review customer’s information and determine the issue by evaluating and analyzing the symptoms
• Deliver service and support to end-users, including via remote connection or over the Internet
• Research required information using available resources
• Follow standard processes and procedures
• Follow up and make scheduled call backs to customers where necessary
• Stay current with email, team chats, system information, changes, and updates
• Follows proper escalation procedures as defined by management
• Ensure customers receive prompt, accurate and courteous service

What Do You Need to Succeed?

Minimum Qualifications

• 3+ Years of Epic Experience (Credentialed Trained or Certified in Epic is a plus)
• 1-2 years of experience in the Information Technology and/or Call Center field preferred
• 2-year Associates degree or equivalent experience is desired
• Proper phone etiquette and effective listening skills
• Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar
• Knowledge of customer service principles and practices (ITIL training a plus)
• Medical/clinical terminology is preferred, but not required
• Must be able to sit for long periods of time
• Experience supporting software computer applications and equipment from a remote helpdesk environment
• Experience with mobile device support (iPhone and Android)
• Must be a team player and build good working relationships across all functions of the company
• Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high energy environment with a proactive focus
• Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system
• Needs to be flexible, adaptable, and possess creative problem-solving skills

Preferred Qualifications

• Listening Skills: Attentively listens to understand and interpret what is being said.
• Judgement: Forms reasonable interpretations about relationships and situations that affect actions. Develops objective opinions.
• Marketing: Interprets, delivers, and communicates value to appropriate target audience.
• Emotional Intelligence: Maintains a high level of self-awareness and the ability to appropriately identify, manage, and respond to the emotions of self and others.
• Written Communication: Develops written communication that is clear, concise, grammatical, and influential.
• Adaptability: Responds to changes, delays, or unexpected events in a positive manner; Adapts working style to best fit a given situation.
• Leadership: Self-directed with an innate drive to succeed; Accepts feedback with a desire for continuous improvement. Ethical.
• Relationship Building: Builds, develops, and maintains strong relationships with others while building trust and connection.
• Social Confidence: Exhibits self-confidence in social settings and when dealing with others.