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 yearsβ 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