Job Description:

Have you been looking for a full-time opportunity to move your career forward within the Healthcare and IT technologies industry?

In this role you will utilize your previous experience in helpdesk/technical support and your passion for helping healthcare professionals solve problems through world class customer service and pairs it with your ability to learn and troubleshoot technology and systems issues quickly. We provide detailed training that allows you to learn the healthcare industry, systems and enhance your existing technical skills you will need to excel in this role.

Ideal Candidate:

• Desire for a long-term, full-time opportunity.
• The ideal candidate will be motivated to quickly learn and be trained into a role using experience and or education they have gained from other roles such as helpdesk, college course work, customer service, or other related technical troubleshooting and customer service roles and experiences.
• Experience working within healthcare is a plus but is not required.
• Already have a background in technical troubleshooting computing issues and a passion for helping people solve problems.
• Technology minded and curious in learning new skills.
• Already possess strong professional business level verbal and written communication skills to assist with take calls interfacing with doctors, physicians, nurses, and clinicians.
• Ability to be flexible and adaptable to be resourceful, dig into the details and pivot tasks quickly.

Responsibilities: In this Technical Service Desk (Clinical Resolution Analyst) role you will provide first level support to healthcare employees and patients, employing high degree of customer service, clinical knowledge within acute and post-acute environments. Service Desk Call Center Environment. 40 hours a week. Work Schedule includes 5 days(4 weekdays/1 weekend day). Day, Afternoon or Evening shifts available.

• Learning and gaining experience in clinical workflows within leading EMR systems such Epic, Cerner, Meditech, Allscripts, etc.
• Supporting clinicians from the admit to discharge of a patient and leveraging that hands-on experience and knowledge for career advancement beyond internship.
• Working directly with physicians, nurses, or other healthcare professionals to address troubleshoot technical problems impacting patient care.
• Receive incoming calls from client community, provide first level support, document each call verifying customer information and all troubleshooting steps.
• Research, resolve, and respond to clinical and technical questions received via telephone calls, emails, and other channels.
• Callbacks in a timely manner and escalate problems to appropriate individual/group.
• Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction.
• Routinely contribute to Clinical Knowledge Base.
• Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity.
• Acquire and maintain current knowledge of relevant clinical and technical product offerings and support policies to provide technically accurate solutions to customers.
• Participate in team projects that enhance the quality or efficiency of the resolution center and assist with special Clinical product-related issues as needed.

Education and Experience:

• The ideal candidate has an interest in the clinical, medical space equivalent with a driven personality with desire to learn, strong communication and customer service skills.
• A degree or training in the HealthCare, Medical or Computer Science field is preferred but a minimum of a HS diploma is required.

Tara Smith

Director, Talent Acquisition

tara.smith@htcinc.com

503 970 1305

www.htcinc.com

Job Types: Full-time, Part-time

Pay: $15.00 - $19.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Experience level:

• 1 year

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Night shift
• Weekdays

Experience:

• Windows: 1 year (Preferred)
• Help desk: 1 year (Preferred)

Ability to Relocate:

• Troy, MI 48084: Relocate before starting work (Required)

Work Location: In person