Description

IS support Specialist - *Remote*

The Digital Access Center Agents provide tier 1 technical and clinical support services to a network of facilities, institutes, hospitals and physicians 24x7x365. As they do so, they foster and nurture relationships with providers, vendors, and a variety of stakeholders. Technical and clinical support include resolving technical issues (real-time), supporting acute inbound calls and transfers, and providing research for our Virtual Care Digital Health clinical staff. This position is part of the Virtual Care Digital Health team, which provides high-touch, personalized assistance to providers and stakeholders across Providence St. Joseph Health regions and provider networks.

Providence caregivers are not simply valued – they’re invaluable. Join our team at Providence Strategic And Management Services and thrive in our culture of patient-focused, whole-person care built on understanding, commitment, and mutual respect. Your voice matters here, because we know that to inspire and retain the best people, we must empower them.

Essential Functions:

• Develops strong understanding of healthcare services and networks and answers a wide variety of related provider, stakeholder, and technical support questions

• Responds to physician and stakeholder requests via phone and other various communication methods

• Asks probing questions to quickly resolve technical support issues; or immediate escalate to escalation team(s)

• Leverages Epic to create patient profiles for acute platforms.

• Acts as "support liaison" between providers and hospitals during acute calls, providing real-time troubleshooting when necessary.

• Creates technical support tickets and provides follow up to completion

• Leverages online and internal resources as needed to address any technical or clinical request (Google, internal systems, Salesforce etc.)

• Available to work any 8–10-hour shift within a 24x7 environment

• Performs the work required to provide first call resolution (FCR) to providers' and clinical staff's needs internally.

• Communicates effectively via phone, e-mail, chat, instant message, etc.

• Documents all calls to ensure accurate data collection and issue tracking.

• Participates in departmental and IS Support Specialist team’s continuous quality improvement processes.

• Maintains a positive, empathetic, and professional attitude toward internal and external stakeholders.

• Demonstrates to work effectively, efficiently, and proficiently in a remote/virtual setting.

• Maintains confidentiality of all interactions

• Other duties as requested

Required Qualifications:

• Bachelor's Degree or equivalent education/experience

• 2 years Technical Support and Customer Service experience, preferably in a healthcare environment

• 2 years experience interacting with and engaging customers virtually over the phone

Salary Range by location:

NorCal (Napa, Sonoma)

Min: $31.01, Max: $39.34

Southern California, NorCal (Humboldt)

Alaska (Kodiak, Seward, Valdez)

Min: $27.64, Max: $43.97

WA Puget Sound

Oregon (Portland)

Alaska (Anchorage)

Min: $27.32, Max: $43.46

Oregon (Hood River, Medford, Seaside)

Min: $25.47, Max: $40.51

Eastern Washington (Richland, Spokane, Walla Walla)

Min: $24.31, Max: $38.67

Montana

Min: $21.35, Max: $33.96

Texas

Min: $20.22, Max: $32.18

Why Join Providence?

Our best-in-class benefits are uniquely designed to support you and your family in staying well, growing professionally and achieving financial security. We take care of you, so you can focus on delivering our Mission of caring for everyone, especially the most vulnerable in our communities.

About Providence

At Providence, our strength lies in Our Promise of “Know me, care for me, ease my way.” Working at our family of organizations means that regardless of your role, we’ll walk alongside you in your career, supporting you so you can support others. We provide best-in-class benefits and we foster an inclusive workplace where diversity is valued, and everyone is essential, heard and respected. Together, our 120,000 caregivers (all employees) serve in over 50 hospitals, over 1,000 clinics and a full range of health and social services across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. As a comprehensive health care organization, we are serving more people, advancing best practices and continuing our more than 100-year tradition of serving the poor and vulnerable.

The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.

Check out our benefits page for more information about our Benefits and Rewards.

Requsition ID: 224490
Company: Providence Jobs
Job Category: Operations & Support
Job Function: Information Technology
Job Schedule: Full time
Job Shift:
Career Track:
Department: 4007 SS TELE PROG ADM 2
Address: AK Anchorage 3200 Providence Dr
Work Location: Providence Alaska Medical Ctr-Anchorage
Pay Range: $see posting - $see posting
The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.

Check out our benefits page for more information about our Benefits and Rewards.

Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.