Remote Clinical Service Desk
ettain group
2021-11-11T01:30:14Z
Charlotte
North Carolina
United States
Healthcare - Physician
(No Timezone Provided)
Location:
100% Remote
Estimated Start Date : 12-1-2021
Terms: Full-time / Direct Hire
Remote Clinical Service Desk Job Summary/Responsibilities :The Clinical Service Desk (CSD) support Agents are responsible for providing Level 1 technical and EMR navigation support to Epic, and other solutions for users by answering questions, troubleshooting, and researching problems. Agents will be responsible for answering calls within an expected time frame and provide exceptional customer service to Epic users. Agents will document and take ownership of issues using our ticketing system and provide follow-up when needed. This position is a full time, 40 hour per week position, and is eligible for benefits.
Principal Duties and Responsibilities:
This position is remote. Assists users by identifying problems, researching answers, and guiding them through corrective steps. Responsible for delivering exceptional support to Epic users. Provide remote support for callers using tools such as GoToAssist and Citrix Director. Resolving Epic, and IT related problems, exploring alternative solutions, and escalating to other groups as appropriate. Creates comprehensive call documentation by entering complete and detailed information to our ticket system. Supports our callers by resolving issues and improving workflows. Follows-up on outstanding issues reported by callers. Utilizes tools such as GoToAssist to remotely assist callers with Epic questions. Enhances job knowledge by participating in educational opportunities. Remote Clinical Service Desk Job Requirements:
Required:
Must have EPIC Experience 3-5 Years of customer service experience 1 year of IT experience or equivalent computer knowledge 3-5 years of professional experience working with Epic in either a training or support role Preferred:
2+ Years of contact center experience 2+ Years of remote work experience Secondary education or certificates Epic certifications/credentials Additional skills and knowledge needed:
Exceptional customer service skills Able to handle high pressure situations Ability to be empathetic to end-users Exceptional verbal and written communication skills Multi-tasking ability Excellent problem-solving ability Highly self-motivated and able to work independently Proficient in Microsoft Office Suite Knowledge in using remote access tools such as Citrix and VDI Experience with screen sharing applications, GoToAssist, LogMeIn, Citrix Director, etc. Use of knowledgebase and ticketing systems, Amazon AWS, Five9, Zendesk Key Words:
Service Desk, help desk, Epic, remote, GoToAssist, LogMeIn, Citrix, Amazon AWS, Five9, Zendesk Frequently Asked Questions:
Benefits? Available Remote Workers? Yes Visa Sponsorship? N/A Corp-to-Corp? N/A
Remote Clinical Service Desk
Location:
100% Remote
Estimated Start Date : 12-1-2021
Terms: Full-time / Direct Hire
Remote Clinical Service Desk Job Summary/Responsibilities :The Clinical Service Desk (CSD) support Agents are responsible for providing Level 1 technical and EMR navigation support to Epic, and other solutions for users by answering questions, troubleshooting, and researching problems. Agents will be responsible for answering calls within an expected time frame and provide exceptional customer service to Epic users. Agents will document and take ownership of issues using our ticketing system and provide follow-up when needed. This position is a full time, 40 hour per week position, and is eligible for benefits.
Principal Duties and Responsibilities:
This position is remote. Assists users by identifying problems, researching answers, and guiding them through corrective steps. Responsible for delivering exceptional support to Epic users. Provide remote support for callers using tools such as GoToAssist and Citrix Director. Resolving Epic, and IT related problems, exploring alternative solutions, and escalating to other groups as appropriate. Creates comprehensive call documentation by entering complete and detailed information to our ticket system. Supports our callers by resolving issues and improving workflows. Follows-up on outstanding issues reported by callers. Utilizes tools such as GoToAssist to remotely assist callers with Epic questions. Enhances job knowledge by participating in educational opportunities. Remote Clinical Service Desk Job Requirements:
Required:
Must have EPIC Experience 3-5 Years of customer service experience 1 year of IT experience or equivalent computer knowledge 3-5 years of professional experience working with Epic in either a training or support role Preferred:
2+ Years of contact center experience 2+ Years of remote work experience Secondary education or certificates Epic certifications/credentials Additional skills and knowledge needed:
Exceptional customer service skills Able to handle high pressure situations Ability to be empathetic to end-users Exceptional verbal and written communication skills Multi-tasking ability Excellent problem-solving ability Highly self-motivated and able to work independently Proficient in Microsoft Office Suite Knowledge in using remote access tools such as Citrix and VDI Experience with screen sharing applications, GoToAssist, LogMeIn, Citrix Director, etc. Use of knowledgebase and ticketing systems, Amazon AWS, Five9, Zendesk Key Words:
Service Desk, help desk, Epic, remote, GoToAssist, LogMeIn, Citrix, Amazon AWS, Five9, Zendesk Frequently Asked Questions:
Benefits? Available Remote Workers? Yes Visa Sponsorship? N/A Corp-to-Corp? N/A