EPIC Clinical Service Desk

TEKsystems
$17.00 - $25.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Texas, Coppell
Apr 17, 2025
Description The Clinical Service Desk Agent will be supporting TEKsystems global services client SouthCoast Health's end users answering calls, e-mails, and other forms of contact from physicians and clinicians. The goal is to troubleshoot and resolve EHR application and workflow issues in Epic, M 'Modal, Meditech, other EHR systems, or third-party clinical software. The Role is leveraged to support multiple locations simultaneously. If you're unable to resolve on the initial contact, then the issue must have clear concise and grammatically correct documentation so it can be transitioned to an application support team. Utilize excellent customer service skills to delight and exceed physician and clinician expectations. Demonstrate the ability and willingness to remotely work when needed & plan to work onsite a schedule that may include evenings, weekends, and holidays. Key Responsibilities Handling basic troubleshooting for technical issues including but not limited to: Microsoft Office, Active Directory, Citrix, and VPN. The Clinical Service Desk Agent I 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, M 'Modal, Meditech, other EHR systems, or third-party clinical software. They must be familiar with the departments that would typically handle escalated incidents. Analyze physician and clinician issues remotely through qualifying and probing questions via phone and remote-control tools (i.e., Bomgar) 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 a Service Now ticket if unable to resolve then follow 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 initial resolution. 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. Required Skills And Experience 2+ years knowledge and/or experience with Epic, M 'Modal, Meditech, and/or other EHR system. 2+ years of healthcare experience (i.e., Super User, Clinician in a hospital or healthcare setting). 2+ years customer service experience. Basic understanding of Healthcare Terminology and Basic IT competencies required. 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, 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. Desired Skills And Experience 1+ 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)preferred. Clinical certification(s) are a plus. Skills Help desk, Troubleshooting, Help desk support Top Skills Details Help desk,Troubleshooting,Help desk support Additional Skills & Qualifications Time will be split doing 50% troubleshooting of EPIC application and 50% troubleshooting of 0365, Active Directory and VPN issues. Shift=Sat-Wed 6am-3pm with 1 hour lunch Experience Level Expert Level Pay and Benefits The pay range for this position is $17.00 - $25.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a hybrid position in Coppell,TX. Application Deadline This position is anticipated to close on Apr 23, 2025. About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.