Service Desk – IT Healthcare (Days)

At HTC Global Services our consultants have access to a comprehensive benefits package. Benefits can include Paid-Time-Off, Paid Holidays, 401K matching, Life and Accidental Death Insurance, Short & Long Term Disability Insurance, and a variety of other perks.

Job Description:

Have you been looking for an opportunity to move your career forward and gain hands-on experience and training within the Healthcare and IT technologies industry?

AT HTC we invest in our employees and provide training to those employees who are eager and ready to learn with a solid base knowledge to become an experienced Service Desk/Clinical Resolution Analyst support professional.

We offer a comprehensive training program that takes your current passion for helping people solve problems through world class customer service and pairs it with your ability to learn and troubleshoot technology and systems issues quickly. We provide the detailed training that allows you to learn the healthcare industry, systems and technical skills you will need to excel in this role. No prior experience is required.

The Clinical Resolution Analyst provides first level support to healthcare employees and patients, employing high degree of customer service, clinical knowledge within acute and post-acute environments. Work Schedule includes 5 days (4 weekdays/1 weekend day).

Ideal Candidate:

• 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 college course work, customer service, helpdesk, testing, project coordination, business analysis, or other related roles and experiences.
• Already have a knack and a passion for helping people solve problems.
• Demonstrates technical troubleshooting and problem-solving skills.
• Technology minded and curious in learning new skills.
• Strong communication 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.
• Basic user computer skills (MS Office, typing, using windows based systems).
• Desire for a long-term, full-time opportunity.

What you will be doing:

• After a 4-week training you will be providing first level phone and email support to healthcare professionals to quickly and efficiently resolve their system issues.

Responsibilities:

• Learning and gaining experience in clinical workflows within leading EMR systems such Epic, Cerner, Meditech, Allscripts, etc.
• Supporting clinicians from the admit to discharge of a patient and leveraging that hands-on experience and knowledge for career advancement beyond internship.
• Working directly with physician and nurses to address troubleshoot technical problems impacting patient care.
• Receive incoming calls from client community, provide first level support, 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 appropriate individual/group.
• Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction.
• Routinely contribute to Clinical Knowledge Base.
• Provide accurate and creative solutions to user problems of 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:

• Ideal candidate has interest in the clinical, medical space equivalent with a driven personality with desire to learn, strong communication and customer service skills.
• Degree or training in the HealthCare, Medical or Computer Science field is preferred but a minimum of a HS diploma is required.

Find a purpose

Help clients embrace emerging technologies. Create inventive solutions and meet intriguing client challenges. Solve, fix, design and innovate. Be a part of something bigger by helping clients go digital, create engaging customer experiences and transform their business.

Move ahead

Our success as a company is built on practicing inclusion and embracing diversity. HTC Global Services is committed to providing a work environment free from discrimination and harassment, where all employees are treated with respect and dignity. Together we work to create and maintain an environment where everyone feels valued, included, and respected. At HTC Global Services, our differences are embraced and celebrated. HTC is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce.    

HTC is proud to be recognized as a National Minority Supplier.

About HTC Global Services

Shaping careers since 1990 – our long tenured employees are a testimony of the work culture. Join our global employee base of 12,000 and help us bring human expertise to tech in order to deliver purposeful solutions that amplify value.