About the Role
Cerner Clinical Service Desk Analyst
- United States – Remote (Any Location)
- Full-Time
- Managed Services
** If you are located within the designated range of one of our offices, this is an in office position **
POSITION SUMMARY:
The Clinical Service Desk Analyst is responsible for providing Tier 1 support to patients, physicians, and hospital staff for EHR-related hospital applications primarily focused on clinical software needs.
This is a full-time, remote position.
Experience:
- 1-year Cerner clinical experience as end user, credentialed trainer, or other relevant clinical experience
- 2 years’ customer service experience
- Relevant Cerner Clinical software experience
- Call center experience a plus
ESSENTIAL FUNCTIONS: To perform this job, an individual must perform each essential function satisfactorily with or without a reasonable accommodation.
Routine Support (90%)
- 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.
Continuing Education (10%)
- Acquires and maintains a general and clinical knowledge of client and related software applications.
- Attends professional development training as instructed.
- Maintains necessary technology skills to perform common client specific First Call Resolution (FCR) tasks, with training, including password resets, Citrix troubleshooting, common desktop troubleshooting, etc.
- Exhibits regular and reliable attendance.
- Performs other duties as assigned.