Technical Service Desk Analyst

4 weeks ago

Troy, United States HTC Global Services Full time

Have you been looking for a full-time opportunity to move your career forward within the Healthcare and IT technologies industry? In this role you will utilize your previous experience in helpdesk/technical support and your passion for helping healthcare professionals solve problems through world class customer service and pairs it with your ability to learn and troubleshoot technology and systems issues quickly. We provide detailed training that allows you to learn the healthcare industry, and systems and enhance your existing technical skills you will need to excel in this role. Ideal Candidate: Desire for a long-term, full-time opportunity. The ideal candidate will be motivated to quickly learn and be trained into a role using experience and or education they have gained from other roles such as helpdesk, college course work, customer service, or other related technical troubleshooting and customer service roles and experiences. Experience working within healthcare is a plus but is not required. Already have a background in technical troubleshooting computing issues and a passion for helping people solve problems. Technology minded and curious in learning new skills. Already possess strong professional business level verbal and written communication skills to assist with take calls interfacing with doctors, physicians, nurses, and clinicians. Ability to be flexible and adaptable to be resourceful, dig into the details and pivot tasks quickly. Responsibilities: In this Technical Service Desk (Clinical Resolution Analyst) role you will provide first-level support to healthcare employees and patients, employing a high degree of customer service, and clinical knowledge within acute and post-acute environments. Service Desk Call Center Environment. 40 hours a week. Work Schedule includes 5 days * * (4 weekdays/1 weekend day). Morning, Afternoon, or Evening shifts are available. Learning and gaining experience in clinical workflows within leading EMR systems such Epic, Cerner, Meditech, Allscripts, etc. Supporting clinicians from the admission to discharge of a patient and leveraging that hands-on experience and knowledge for career advancement. Working directly with physicians, nurses, or other healthcare professionals to address and troubleshoot technical problems impacting patient care. Receive incoming calls from the client community, provide first-level support, and document each call verifying customer information and all troubleshooting steps. Research, resolve, and respond to clinical and technical questions received via telephone calls, emails, and other channels. Callbacks in a timely manner and escalate problems to the appropriate individual/group. Assist in the resolution of user and support issues among company sites to ensure the timely distribution of knowledge and a positive impact on user satisfaction. Routinely contribute to Clinical Knowledge Base. Provide accurate and creative solutions to user problems of a moderate nature to ensure user productivity. Acquire and maintain current knowledge of relevant clinical and technical product offerings and support policies to provide technically accurate solutions to customers. Participate in team projects that enhance the quality or efficiency of the resolution center and assist with special Clinical product-related issues as needed. Education and Experience: The ideal candidate has an interest in the clinical, medical space equivalent with a driven personality a desire to learn, and strong communication and customer service skills. A degree or training in the health, Medical, or Computer Science field is preferred but a minimum of a HS diploma is required.

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