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The Clinical Service Associate role involves providing support to healthcare customers through a service desk environment. This position will be a part of our Provider Clinical Service Desk, as an agent primarily handling inbound customer calls. This is a call center environment in which we support our customers 24x7x365.
Job Responsibility:
Respond to incoming service desk calls from healthcare customers regarding the clinical aspects of various clinical applications such as Epic, Cerner, McKesson and Meditech
Incidents may include, but are not limited to workflow issues, application errors, user access, and functionality
Track and document the appropriate comments and close or escalate the incident tickets and related issues in a timely manner
Responsible for driving resolution of incidents on a 24/7 desk
Read text on computer screens for the duration of the shift
Remain at designated workspace and in the phone queue for an 8 to10-hour period with scheduled breaks
Requirements:
Minimum of 4 years of service desk / helpdesk experience or equivalent combination of education and technical troubleshooting experience
Minimum of 1 year of technical troubleshooting experience with healthcare systems & customer service
High school diploma or equivalent required
Must be available & able to work for ALL shifts including weekends & holidays
All candidates are required to be shift flexible
Night, weekend, and/or holiday work will be required
Schedule can be changed as per client and business requirements or training needs
Overtime may be required depending on business requirements
Ensure a quiet, private workspace with high speed, wired internet
Have a working cell phone for manager communication and Two-Factor Authentication
Travel up to 10% of the time, if required
Lift up to 25 lbs. if needed for equipment setup
Nice to have:
Experience in a call center environment
Demonstrate a service philosophy in all interactions with clinicians and colleagues
Effective communication and interpersonal skills
Proficient typing and English language skills (both verbally and in writing)
Strong listening capabilities to fully understand caller’s needs / requests
Exceptional ability to work optimally in a fast-paced environment
Experience with systems like Epic and Cerner is preferred