Clinical Service Desk-Helpdesk

This remote, 24/7 clinical service desk position supports Epic, Cerner, McKesson, and Meditech applications, handling inbound calls and incident resolution for healthcare providers.

Details

Location: Fargo, ND (remote)

Salary: USD 37,944 - 71,300 per year

Responsibilities

• This role is part of the Provider Clinical Service Desk, primarily handling inbound customer calls in a 24/7/365 call center environment.
• Shift flexibility is required, including nights, weekends, and holidays. Account specific training is conducted during day shift hours regardless of assigned shift.
• Respond to incoming service desk calls from healthcare customers regarding the clinical aspects of Epic, Cerner, McKesson, and Meditech.
• Incidents may include workflow issues, application errors, user access, and functionality concerns.
• Track and document comments, and close or escalate incident tickets and related issues in a timely manner.
• Drive the resolution of incidents on a 24/7 desk.
• Read text on computer screens for the duration of the shift.
• Remain at the designated workspace and in the phone queue for an 8 to 10 hour period with scheduled breaks.
• Ensure a quiet, private workspace with high speed wired internet.
• Travel up to 10 percent of the time if required.
• Lift up to 25 pounds as needed for equipment setup.
• Maintain a working cell phone for manager communication and Two-Factor Authentication.

Requirements

• Minimum of 4 years of service desk or helpdesk experience, or an equivalent combination of education and technical troubleshooting experience (for example 2 years of work experience and 2 years of technical education).
• Minimum of 1 year of technical troubleshooting experience.
• Minimum of 1 year of healthcare, healthcare systems, or customer service experience.
• Experience in a call center environment.
• Demonstrates a service philosophy in all interactions with clinicians and colleagues.
• Effective communication and interpersonal skills.
• Proficient typing and English language skills, both verbal and written.
• Strong listening capabilities to fully understand caller needs and requests.
• Ability to perform well in a fast paced environment.
• Education: High school diploma or equivalent required.

Technologies

• Epic
• Cerner
• McKesson
• Meditech

Benefits

• Medical, dental, and vision insurance with employer contribution
• Flexible spending account or health savings account
• Life and accidental death and disability insurance
• Short and long term disability coverage
• Paid time off
• Employee assistance program
• 401(k) plan with company match