Physicians Technology Partners

  • Clinical Service Desk Agent Remote-NC

    Job ID
    # of Openings
    Clinical Service Desk
    Temporary Full-Time
    Job Location
    North Carolina
  • Overview

    Provides level 1 clinical and navigation support to our clients by assisting with Epic questions, workflow navigation, troubleshooting and researching problems.




    Agent will be responsible for answering calls within an expected time frame, providing exceptional customer service and clinical support for our Clients providers using Epic Clinical Applications. Create, document and take ownership of issues using our ticketing system and provide follow-up when needed.


    Key Responsibilities


    • Works as a liaison between the Providers and identified Clinical team in order to provide knowledgeable information to providers.
    • Provides answers to users by identifying problems; researching answers; guiding them through corrective steps.
    • Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
    • Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
    • Maintains call documentation by entering complete and sufficient information.
    • Keeps equipment operational by following established procedures; reporting malfunctions.
    • Updates job knowledge by participating in educational opportunities.
    • Improves reference material by writing, maintaining and submitting documentation for new or unidentified issues.
    • Accommodates client by recommending appropriate technical support and techniques when dealing with technical issues.
    • Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
    • Required to complete yearly compliance training including HIPAA.
    • Other duties as assigned.



    Skills, Knowledge, Experience & Education


    • Outgoing and energetic
    • Good listening skills
    • Communication skills
    • Multi-tasking ability
    • Excellent problem solving capabilities
    • Ability to work independently and Self-motivated
    • Customer Service Experience • Professional experience
    • IT experience or equivalent Computer knowledge
    • 2 years of Epic application experience and support


    Remote Work Environment & Demands


    • High Speed Internet Connection
    • Quiet work environment to take calls
    • Back-up phone source (land line or cell phone)
    • Ability to attend online web meetings as needed
    • Ability to travel to a Clients site as needed


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