EPIC Clinical Service Desk

About This Role

The Clinical Service Desk Agent will support SouthCoast Health's end users by answering calls, emails, and troubleshooting EHR application and workflow issues within Epic, M 'Modal, Meditech, and other clinical software systems. This role requires providing excellent customer service and documenting issues for resolution or escalation.

Responsibilities

• Troubleshoot and resolve EHR application and workflow issues for physicians and clinicians across multiple locations.
• Analyze physician and clinician issues remotely using qualifying questions and remote-control tools.
• Partner with physicians and clinicians by guiding them through problem-solving or workflow training processes.
• Document issue/request and troubleshooting steps thoroughly in a Service Now ticket and follow escalation protocols as needed.
• Utilize excellent customer service skills to delight and exceed physician and clinician expectations.
• Identify and escalate high-priority issues to appropriate teams for patient care or urgent matters.
• Maintain and expand knowledge of help desk procedures, services, and issue resolutions.
• Collaborate and interface with all members of the Service Desk as a supportive team player.
• 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.

Requirements

• 2+ years knowledge and/or experience with Epic, M ‘Modal, Meditech, and/or other EHR system
• 2+ years of healthcare experience (i.e., Super User, Clinician in a hospital or healthcare setting)
• 2+ years customer service experience
• Basic understanding of Healthcare Terminology and Basic IT competencies
• Strong analytical and technical skills
• Excellent communication skills, written and verbal
• Ability to maintain calm and professional composure in stressful environments
• Flexibility to work nights, weekends, and/or holidays

Qualifications

• 2+ years knowledge and/or experience with Epic, M ‘Modal, Meditech, and/or other EHR system; 2+ years of healthcare experience (Super User, Clinician in a hospital or healthcare setting); 2+ years customer service experience.

Nice to Have

• 1+ years of proven performance in call center environment and/or other direct customer-facing role
• 1+ years’ experience working with ITSM system (i.e., ServiceNow)
• Clinical certification(s)

Skills

* Required skills

Benefits