Clinical Service Desk Analyst

Summary

The Clinical Service Desk Analyst is a full-time remote position that provides Tier 1 support for EHR-related hospital applications. The role involves providing 24/7/365 support, triaging issues, and attending professional development training.

Requirements

• 1-year Cerner clinical experience as end user, credentialed trainer, or other relevant clinical experience
• 2 years’ customer service experience
• Relevant Cerner Clinical software experience

Responsibilities

• Provides 24/7/365 Tier 1 clinical support to meet and exceed established Service Level Agreements (SLAs) and follow ITIL processes
• Triages end user issues and determines if the issue can be resolved at Tier 1 or if it needs to be escalated to Tier 2
• Utilizes customer service guidelines as outlined in HDI training
• Uses client provided knowledgebase and client specific procedures to resolve issues

Preferred Qualifications

Call center experience

Benefits

Remote work