Clinical Service Desk Agent I
RemoteUnited States
Job Summary
Troubleshoot and resolve EHR application and workflow issues for physicians and clinicians using Epic, Cerner, Meditech, or third-party clinical software via phone, chat, email, and remote-control tools. Analyze caller issues by qualifying and probing to pinpoint root causes with the goal of First Contact Resolution. Document all issues, troubleshooting steps, and resolutions in an ITSM ticket following escalation protocols when unable to resolve immediately. Identify and escalate high-priority patient care or urgent issues to the appropriate team while maintaining HIPAA compliance and Nordic policies. Collaborate with the Service Desk team to support multiple clients simultaneously and complete ad hoc projects as directed. Requires flexible scheduling including evenings, weekends, and holidays.
Required Qualifications
- 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
- Basic IT competencies
- 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
- Ability to learn new software quickly
- Ability to apply problem solving skills across repetitive tasks
- 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
- Must have a quiet, private working space
- Must have high-speed internet availability, directly connected to a router (no wireless)
Desired Qualifications
- 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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