Nordic
Clinical Service Desk Agent I
US - National
Sponsorship not specifiedDetected 26 days ago
ComplianceCustomer SupportZendeskHIPAAEpicCernerEHR/EMRPatient CareResearchCommunicationProblem Solving
About the role
- Nordic is an equal opportunity employer.
Responsibilities
- Document issue/request and troubleshooting steps performed thoroughly in an Information Technology Service Management (ITSM) ticket when unable to FCR, following escalation protocols as needed.
- Maintain calm and professional composure in high-pressured situations.
- Document investigations and resolutions in a timely manner, using research to quickly understand and diagnose issues.
- Maintain and expand knowledge of help desk procedures and services to capture issue resolutions and promote continuous improvement and increased FCR.
- Collaborate and interface with all members of the Service Desk as a supportive team player.
Requirements
- 3+ years customer service experience.
- Ability to apply problem solving skills across repetitive tasks and demonstrate strong logical and analytical thinking skills.
- Strong attention to detail and ability to organize.
- Must be able to work independently, as well as within a team environment.
- 3+ years of proven performance in call center environment and/or other direct customer-facing role.
- Must have a quiet, private working space
- Must have high-speed internet availability, directly connected to a router (no wireless).
Nice to have
- Troubleshoot and resolve EHR application and workflow issues for physicians and clinicians experiencing issues in Epic, Cerner, Meditech, other EHR system, or third-party clinical software.
- Demonstrate a customer-centric attitude and provide a high level of professionalism and customer service.
- Identify and escalate high-priority issues to appropriate team for patient care or urgent issues.
- Resolve issues using standard practices, procedures, approved troubleshooting tools, and workflow processes.
- Make a good faith effort at resolving more complex ends user issues
- 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.
Skills
- Grow your career.
- Utilize excellent customer service skills to delight and exceed physician and clinician expectations.
- Demonstrates ability and willingness to remotely work a varying shift schedule that may include evenings, weekends, and holidays.
This listing is sourced directly from Nordic's careers page and normalized into a canonical job model.