Clinical Service Desk - Level 1

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Embrace new challenges and deliver real value to some of the world’s most influential Fortune 100 brands, growth companies transforming their industries, and mid-market firms that need help navigating the defining moments of their lifecycle. Work side by side with business leaders to solve complex client challenges and make a true impact. Love what you do as part of a diverse organization committed to collaboration and continuous learning.

The Team - Healthcare IT Services

Pivot Point Consulting enables healthcare organizations to realize the most value from their technology and resources through Managed Services, Data & Analytics, EHR, ERP, Advisory, Virtual Care and Cybersecurity services. Its award-winning industry experts deliver Consulting, Managed Services and Talent Solutions to providers, payers, life sciences and technology organizations.

The firm is currently ranked #1 Best in KLAS: Managed IT Services and has been repeatedly recognized as a top performer by KLAS in multiple categories, including #2 Best in KLAS: Partial IT Outsourcing (renamed Managed IT Services in 2023) and Best in KLAS: Overall IT Services Firm in 2022 and #1 Best in KLAS: Overall IT Services Firm in 2020. For more information, visit pivotpointconsulting.com.    

Your Impact

The Level 1 Clinical Agent will be responsible for supporting Epic customers from our call center. This person must provide exceptional call center support. Customer Service and Communication skills are a must and critical to the success of this role.

• Ticket/Issue Escalations for assigned call center
• Accurately process and record call transactions using a computer and designated tracking software
• Assist with last-minute coverage needs
• Review customer’s information and determine the issue by evaluating and analyzing the symptoms
• Deliver service and support to end-users, including via remote connection or over the Internet
• Research required information using available resources
• Follow standard processes and procedures
• Follow up and make scheduled call backs to customers where necessary
• Stay current with email, team chats, system information, changes, and updates
• Follows proper escalation procedures as defined by management
• Ensure customers receive prompt, accurate and courteous service

What Do You Need to Succeed?

Minimum Qualifications

• 3+ Years of Epic Experience (Credentialed Trained or Certified in Epic is a plus)
• 1-2 years of experience in the Information Technology and/or Call Center field preferred
• 2-year Associates degree or equivalent experience is desired
• Proper phone etiquette and effective listening skills
• Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar
• Knowledge of customer service principles and practices (ITIL training a plus)
• Medical/clinical terminology is preferred, but not required
• Must be able to sit for long periods of time
• Experience supporting software computer applications and equipment from a remote helpdesk environment
• Experience with mobile device support (iPhone and Android)
• Must be a team player and build good working relationships across all functions of the company
• Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high energy environment with a proactive focus
• Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system
• Needs to be flexible, adaptable, and possess creative problem-solving skills

Preferred Qualifications

• Listening Skills: Attentively listens to understand and interpret what is being said.
• Judgement: Forms reasonable interpretations about relationships and situations that affect actions. Develops objective opinions.
• Marketing: Interprets, delivers, and communicates value to appropriate target audience.
• Emotional Intelligence: Maintains a high level of self-awareness and the ability to appropriately identify, manage, and respond to the emotions of self and others.
• Written Communication: Develops written communication that is clear, concise, grammatical, and influential.
• Adaptability: Responds to changes, delays, or unexpected events in a positive manner; Adapts working style to best fit a given situation.
• Leadership: Self-directed with an innate drive to succeed; Accepts feedback with a desire for continuous improvement. Ethical.
• Relationship Building: Builds, develops, and maintains strong relationships with others while building trust and connection.
• Social Confidence: Exhibits self-confidence in social settings and when dealing with others.

Determining compensation for this role (and others) at Highspring depends upon a wide array of factors including but not limited to the individual’s skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law, Highspring believes that the following pay range reasonably estimates the hourly compensation for an individual hired into this position in geographies that require salary range disclosure to be between the range below.