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Application Support Careers

WORKING FOR HCTEC OFFERS A FLEXIBILITY AND STABILITY RARE IN THE HEALTH IT INDUSTRY

Now that EHR use is universal, U.S. hospitals and health systems face significant system interoperability and optimization challenges. HCTec Application Support allows clients to focus in-house staff on critical priorities while we address daily needs. Working alongside experienced colleagues who are trained on multiple platforms including Epic, Cerner and other EHRs, HCTec’s Application Support team members are valued for their expertise, provided with the latest technology, and encouraged to perform meaningful, flexible and rewarding work.

Headshot of HCTec App Support team member.

Key benefits of HCTec Application Support positions include:

  • W-2 employment status
  • Full benefits package
  • Remote work options
  • Cross-training on multiple EHR platforms and client systems
  • Exposure to a variety of healthcare systems
  • Mentoring and Career Pathing

“I love what I do. I receive feedback related to my performance. I am given the opportunity to broaden my knowledge base and achieve new certifications.”
– HCTec Application Coordinator

“HCTec allows me to have a work-life balance for the first time in my career. Although I am remote, I do not feel disconnected from the team. Eliminating the commute has allowed me to really finish out the day without sacrificing family time.”
– HCTec Application Coordinator

HCTec team member with headset working in cubicle.

Application Support Careers

All Application Support Opportunities

Brentwood Full-Time Service Desk Analyst (Remote)

Apply now

Do you have a technical/IT acumen? Have you worked at a service desk?

Are you passionate about customer service?

What is the work?

  • Supporting hospital clients with basic IT customer service (portal navigation, password inquiries, etc.)
  • Providing great service with a great attitude and using problem solving skills to quickly address issues
  • We need extra support because hospitals are busy due to COVID-19 and patients need our support

What is the shift?

  • Variety of shifts available

What are the technology requirements?

  • Private work space
  • Stable high-speed internet connection
  • Personal computer
  • HCTec will provide an access point for our network (we’ll either ship to you or you can pick up from Brentwood or Hohenwald office)

Qualifications

  • Basic technical competencies
  • Strong customer service
  • Contingent on passing background check & drug screen
  • Paid training provided
View Job Description

Epic Application Coordinator - ASAP / ClinDoc (Remote)

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**Must have Epic ASAP, ClinDoc &/or Stork Certification**

**Experience with Nurse Triage Preferred**


Job Details:

Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.

Responsibilities:

Technical Support

  • Resolve end user reported incidents/problems escalated through Tier 1 and fulfill correctly submitted and approved end user service requests via technical build, configuration, and testing.
  • Use expertise to create critical, technical documentation of service requests.

System Maintenance/Improvement

  • Perform in-depth analysis and data collection of report details and other technical issues associated with Epic software.
  • Perform maintenance tasks (error queues, reviews, etc.) and participate in development, execution, and sign off of system testing.
  • Develop and maintain detailed documentation on system configurations and technical components.
  • Identify potential system enhancement needs and introduce best practice options for future state workflows and processes.

Client Support

  • Maintain regular communication with and collaborate with client support representatives, client’s business community, and end users to ensure the system meets the client’s business needs.
  • Provide application expertise to the client team and advisory groups to facilitate discussions and decisions.
  • Participate in the planning and execution of application go-live and post-live activities for upgrades and system enhancements.
View Job Description

Epic Application Coordinator - Ambulatory (Remote)

Apply now

**Epic Ambulatory Certification Required**

**Additional Certifications Preferred (Beacon, MyChart, Phoenix, Care Everywhere, Ortho, Healthy Planet, Referrals, Welcome, Research)**

Experience with Community Connect, Haiku, Canto, EpicCare Link, Nurse Triage a plus



Job Details:

Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.

Responsibilities:

Technical Support

  • Resolve end user reported incidents/problems escalated through Tier 1 and fulfill correctly submitted and approved end user service requests via technical build, configuration, and testing.
  • Use expertise to create critical, technical documentation of service requests.

System Maintenance/Improvement

  • Perform in-depth analysis and data collection of report details and other technical issues associated with Epic software.
  • Perform maintenance tasks (error queues, reviews, etc.) and participate in development, execution, and sign off of system testing.
  • Develop and maintain detailed documentation on system configurations and technical components.
  • Identify potential system enhancement needs and introduce best practice options for future state workflows and processes.

Client Support

  • Maintain regular communication with and collaborate with client support representatives, client’s business community, and end users to ensure the system meets the client’s business needs.
  • Provide application expertise to the client team and advisory groups to facilitate discussions and decisions.
  • Participate in the planning and execution of application go-live and post-live activities for upgrades and system enhancements.
View Job Description

Epic Application Coordinator - Beaker (Remote)

Apply now

**Must have Epic Beaker AP and CP Certification**


Job Details:

Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.

Responsibilities:

Technical Support

  • Resolve end user reported incidents/problems escalated through Tier 1 and fulfill correctly submitted and approved end user service requests via technical build, configuration, and testing.
  • Use expertise to create critical, technical documentation of service requests.

System Maintenance/Improvement

  • Perform in-depth analysis and data collection of report details and other technical issues associated with Epic software.
  • Perform maintenance tasks (error queues, reviews, etc.) and participate in development, execution, and sign off of system testing.
  • Develop and maintain detailed documentation on system configurations and technical components.
  • Identify potential system enhancement needs and introduce best practice options for future state workflows and processes.

Client Support

  • Maintain regular communication with and collaborate with client support representatives, client’s business community, and end users to ensure the system meets the client’s business needs.
  • Provide application expertise to the client team and advisory groups to facilitate discussions and decisions.
  • Participate in the planning and execution of application go-live and post-live activities for upgrades and system enhancements.
View Job Description

Epic Application Coordinator - Bridges Interface (Remote)

Apply now

**Epic Bridges Interface Certification Required**

Job Details:

Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.

Responsibilities:

Technical Support

  • Resolve end user reported incidents/problems escalated through Tier 1 and fulfill correctly submitted and approved end user service requests via technical build, configuration, and testing.
  • Use expertise to create critical, technical documentation of service requests.

System Maintenance/Improvement

  • Perform in-depth analysis and data collection of report details and other      technical issues associated with Epic software.
  • Perform maintenance tasks (error queues, reviews, etc.) and participate in development, execution, and sign off of system testing.
  • Develop and maintain detailed documentation on system configurations and technical components.
  • Identify potential system enhancement needs and introduce best practice options for future state workflows and processes.

Client Support

  • Maintain regular communication with and collaborate with client support      representatives, client’s business community, and end users to ensure the system meets the client’s business needs.
  • Provide application expertise to the client team and advisory groups to facilitate discussions and decisions.
  • Participate in the planning and execution of application go-live and post-live activities for upgrades and system enhancements.
View Job Description

Epic Application Coordinator - Cadence / ADT / Prelude (Remote)

Apply now

**Must have Epic Cadence, ADT, and/or Prelude Certification**

**Epic Referrals Certification Preferred**


Job Details:

Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.

Responsibilities:

Technical Support

  • Resolve end user reported incidents/problems escalated through Tier 1 and fulfill correctly submitted and approved end user service requests via technical build, configuration, and testing.
  • Use expertise to create critical, technical documentation of service requests.

System Maintenance/Improvement

  • Perform in-depth analysis and data collection of report details and other technical issues associated with Epic software.
  • Perform maintenance tasks (error queues, reviews, etc.) and participate in development, execution, and sign off of system testing.
  • Develop and maintain detailed documentation on system configurations and technical components.
  • Identify potential system enhancement needs and introduce best practice options for future state workflows and processes.

Client Support

  • Maintain regular communication with and collaborate with client support representatives, client’s business community, and end users to ensure the system meets the client’s business needs.
  • Provide application expertise to the client team and advisory groups to facilitate discussions and decisions.
  • Participate in the planning and execution of application go-live and post-live activities for upgrades and system enhancements.
View Job Description

Epic Application Coordinator - HB Claims (Remote)

Apply now

**Epic HB Claims Certification Required**

**Experience with Charge Router and Third Party Claims Systems Preferred**

Job Details:

Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.

Responsibilities:

Technical Support

  • Resolve end user reported incidents/problems escalated through Tier 1 and fulfill correctly submitted and approved end user service requests via technical build, configuration, and testing.
  • Use expertise to create critical, technical documentation of service requests.

System Maintenance/Improvement

  • Perform in-depth analysis and data collection of report details and other technical issues associated with Epic software.
  • Perform maintenance tasks (error queues, reviews, etc.) and participate in development, execution, and sign off of system testing.
  • Develop and maintain detailed documentation on system configurations and technical components.
  • Identify potential system enhancement needs and introduce best practice options for future state workflows and processes.

Client Support

  • Maintain regular communication with and collaborate with client support representatives, client’s business community, and end users to ensure the system meets the client’s business needs.
  • Provide application expertise to the client team and advisory groups to facilitate discussions and decisions.
  • Participate in the planning and execution of application go-live and post-live activities for upgrades and system enhancements.
View Job Description

Epic Application Coordinator - Healthy Planet (Remote)

Apply now

**Epic Healthy Planet Certification Required**

**Additional Certifications Preferred (Ambulatory, Beacon, MyChart, Phoenix, Care Everywhere, Ortho, Referrals, Welcome, Research)**

Experience with Community Connect, Haiku, Canto, EpicCare Link, Nurse Triage a plus



Job Details:

Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.

Responsibilities:

Technical Support

  • Resolve end user reported incidents/problems escalated through Tier 1 and fulfill correctly submitted and approved end user service requests via technical build, configuration, and testing.
  • Use expertise to create critical, technical documentation of service requests.

System Maintenance/Improvement

  • Perform in-depth analysis and data collection of report details and other technical issues associated with Epic software.
  • Perform maintenance tasks (error queues, reviews, etc.) and participate in development, execution, and sign off of system testing.
  • Develop and maintain detailed documentation on system configurations and technical components.
  • Identify potential system enhancement needs and introduce best practice options for future state workflows and processes.

Client Support

  • Maintain regular communication with and collaborate with client support representatives, client’s business community, and end users to ensure the system meets the client’s business needs.
  • Provide application expertise to the client team and advisory groups to facilitate discussions and decisions.
  • Participate in the planning and execution of application go-live and post-live activities for upgrades and system enhancements.
View Job Description

Epic Application Coordinator - Home Health Hospice (Remote)

Apply now

**Epic Home Health Hospice & Ambulatory Certification Required**

**Epic SmartForms Certification Preferred**


Job Details:

Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.

Responsibilities:

Technical Support

  • Resolve end user reported incidents/problems escalated through Tier 1 and fulfill correctly submitted and approved end user service requests via technical build, configuration, and testing.
  • Use expertise to create critical, technical documentation of service requests.

System Maintenance/Improvement

  • Perform in-depth analysis and data collection of report details and other technical issues associated with Epic software.
  • Perform maintenance tasks (error queues, reviews, etc.) and participate in development, execution, and sign off of system testing.
  • Develop and maintain detailed documentation on system configurations and technical components.
  • Identify potential system enhancement needs and introduce best practice options for future state workflows and processes.

Client Support

  • Maintain regular communication with and collaborate with client support representatives, client’s business community, and end users to ensure the system meets the client’s business needs.
  • Provide application expertise to the client team and advisory groups to facilitate discussions and decisions.
  • Participate in the planning and execution of application go-live and post-live activities for upgrades and system enhancements.
View Job Description

Epic Application Coordinator - OpTime / Anesthesia (Remote)

Apply now

**Must have Epic OpTime & Anesthesia Certification**


Job Details:

Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.

Responsibilities:

Technical Support

  • Resolve end user reported incidents/problems escalated through Tier 1 and fulfill correctly submitted and approved end user service requests via technical build, configuration, and testing.
  • Use expertise to create critical, technical documentation of service requests.

System Maintenance/Improvement

  • Perform in-depth analysis and data collection of report details and other technical issues associated with Epic software.
  • Perform maintenance tasks (error queues, reviews, etc.) and participate in development, execution, and sign off of system testing.
  • Develop and maintain detailed documentation on system configurations and technical components.
  • Identify potential system enhancement needs and introduce best practice options for future state workflows and processes.

Client Support

  • Maintain regular communication with and collaborate with client support representatives, client’s business community, and end users to ensure the system meets the client’s business needs.
  • Provide application expertise to the client team and advisory groups to facilitate discussions and decisions.
  • Participate in the planning and execution of application go-live and post-live activities for upgrades and system enhancements.
View Job Description

Epic Application Coordinator - Orders / ClinDoc (Remote)

Apply now

**Epic Orders & ClinDoc Certification Required**


Job Details:

Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.

Responsibilities:

Technical Support

  • Resolve end user reported incidents/problems escalated through Tier 1 and fulfill correctly submitted and approved end user service requests via technical build, configuration, and testing.
  • Use expertise to create critical, technical documentation of service requests.

System Maintenance/Improvement

  • Perform in-depth analysis and data collection of report details and other technical issues associated with Epic software.
  • Perform maintenance tasks (error queues, reviews, etc.) and participate in development, execution, and sign off of system testing.
  • Develop and maintain detailed documentation on system configurations and technical components.
  • Identify potential system enhancement needs and introduce best practice options for future state workflows and processes.

Client Support

  • Maintain regular communication with and collaborate with client support representatives, client’s business community, and end users to ensure the system meets the client’s business needs.
  • Provide application expertise to the client team and advisory groups to facilitate discussions and decisions.
  • Participate in the planning and execution of application go-live and post-live activities for upgrades and system enhancements.
View Job Description

Epic Application Coordinator - PB Claims (Remote)

Apply now

**Epic PB Claims Certification Required**


**Experience with Charge Router and Third Party Claims Systems Preferred**

Job Details:

Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.

Responsibilities:

Technical Support

  • Resolve end user reported incidents/problems escalated through Tier 1 and fulfill correctly submitted and approved end user service requests via technical build, configuration, and testing.
  • Use expertise to create critical, technical documentation of service requests.

System Maintenance/Improvement

  • Perform in-depth analysis and data collection of report details and other technical issues associated with Epic software.
  • Perform maintenance tasks (error queues, reviews, etc.) and participate in development, execution, and sign off of system testing.
  • Develop and maintain detailed documentation on system configurations and technical components.
  • Identify potential system enhancement needs and introduce best practice options for future state workflows and processes.

Client Support

  • Maintain regular communication with and collaborate with client support representatives, client’s business community, and end users to ensure the system meets the client’s business needs.
  • Provide application expertise to the client team and advisory groups to facilitate discussions and decisions.
  • Participate in the planning and execution of application go-live and post-live activities for upgrades and system enhancements.
View Job Description

Epic Application Coordinator - Radiant / Cupid (Remote)

Apply now

**Epic Radiant and Cupid Certification Required**


Job Details:

Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.

Responsibilities:

Technical Support

  • Resolve end user reported incidents/problems escalated through Tier 1 and fulfill correctly submitted and approved end user service requests via technical build, configuration, and testing.
  • Use expertise to create critical, technical documentation of service requests.

System Maintenance/Improvement

  • Perform in-depth analysis and data collection of report details and other technical issues associated with Epic software.
  • Perform maintenance tasks (error queues, reviews, etc.) and participate in development, execution, and sign off of system testing.
  • Develop and maintain detailed documentation on system configurations and technical components.
  • Identify potential system enhancement needs and introduce best practice options for future state workflows and processes.

Client Support

  • Maintain regular communication with and collaborate with client support representatives, client’s business community, and end users to ensure the system meets the client’s business needs.
  • Provide application expertise to the client team and advisory groups to facilitate discussions and decisions.
  • Participate in the planning and execution of application go-live and post-live activities for upgrades and system enhancements.
View Job Description

Epic Application Coordinator - Report Writer (Remote)

Apply now

Epic Certification in any of the following: Cogito, Healthy Planet, Clarity, Caboodle, or similar certifications

BI Report Developer supporting the development of metrics, RW reports, Radar dashboards, extract datasets and crystal reporting from Caboodle and Clarity,. Responsible for identifying requirements, creating complex SQL scripts, analyzing workflow, extracting data, validation and testing. BI Report Developer will work closely with the application teams, business SMEs and technical teams to ensure reports and extractions meet the needs / expectations of the end users. 

  • Assist with development of Report Workbench Reports including the creation of custom columns and column extensions.
  • Create custom metrics, components and Radar dashboards
  • Assist with the development of data extracts from Caboodle and Clarity.
  • Assist with the development of reports through BOE Crystal Reports and other reporting tools.
  • Assist with the development of SlicerDicer filters for various data models in Caboodle.
  • Assist with the project management for the Cogito implementations, coordinating meetings, monitoring and maintaining timelines of extracts & crystal report activities 
  • Identifying and escalating risks associated with project tasks
  • Communicating with application analysts, SMEs and external database analysts
  • Validation and testing of scripts, reports and extracts 
  • Interpreting the defined scope and business requirements for each dataset in the creation of each business and/or technical specification
  • Review and create standard documentation
  • Perform other duties as assigned by supervisor
View Job Description

Epic Application Coordinator - Security (Remote)

Apply now

**Epic Security Certification Required**

**Additional Certification(s) Preferred**

Job Details:

Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.

Responsibilities:

Technical Support

  • Resolve end user reported incidents/problems escalated through Tier 1 and fulfill correctly submitted and approved end user service requests via technical build, configuration, and testing.
  • Use expertise to create critical, technical documentation of service requests.

System Maintenance/Improvement

  • Perform in-depth analysis and data collection of report details and other technical issues associated with Epic software.
  • Perform maintenance tasks (error queues, reviews, etc.) and participate in development, execution, and sign off of system testing.
  • Develop and maintain detailed documentation on system configurations and technical components.
  • Identify potential system enhancement needs and introduce best practice options for future state workflows and processes.

Client Support

  • Maintain regular communication with and collaborate with client support representatives, client’s business community, and end users to ensure the system meets the client’s business needs.
  • Provide application expertise to the client team and advisory groups to facilitate discussions and decisions.
  • Participate in the planning and execution of application go-live and post-live activities for upgrades and system enhancements.
View Job Description

Epic Application Coordinator - Willow (Remote)

Apply now

**Epic Willow Certification Required**

**Epic Willow Ambulatory, Willow Inventory, & Beacon Certification(s) Preferred**


Job Details:

Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.

Responsibilities:

Technical Support

  • Resolve end user reported incidents/problems escalated through Tier 1 and fulfill correctly submitted and approved end user service requests via technical build, configuration, and testing.
  • Use expertise to create critical, technical documentation of service requests.

System Maintenance/Improvement

  • Perform in-depth analysis and data collection of report details and other technical issues associated with Epic software.
  • Perform maintenance tasks (error queues, reviews, etc.) and participate in development, execution, and sign off of system testing.
  • Develop and maintain detailed documentation on system configurations and technical components.
  • Identify potential system enhancement needs and introduce best practice options for future state workflows and processes.

Client Support

  • Maintain regular communication with and collaborate with client support representatives, client’s business community, and end users to ensure the system meets the client’s business needs.
  • Provide application expertise to the client team and advisory groups to facilitate discussions and decisions.
  • Participate in the planning and execution of application go-live and post-live activities for upgrades and system enhancements.
View Job Description

Epic Full-Time Clinical Service Desk Analyst (Remote)

Apply now

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 part-time, remote position working 10-28 hours a week, M-F, with the potential to convert to full-time down the line. 

Experience:

·   1-year Epic clinical experience as end user, credentialed trainer, or other relevant clinical experience

·   2 years’ customer service experience

·      Relevant Epic 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.

Additional Information:

Customer Focus:

·      Position primarily serves external customers.

HIPAA:

·      Exhibits a basic understanding of healthcare regulatory and compliance (e.g., HIPAA). Skilled in the application of policies and procedures. Knowledge of Corporate Standards and Recommended Practices.

KNOWLEDGE, SKILLS & ABILITIES: The requirements listed below are representative of the knowledge, skills and/or abilities required.

Education:

·      High School Diploma, GED, or equivalent

·      2-year degree in a relevant health-care field or 4-year degree preferred; relevant healthcare/clinical support experience will be considered

Certifications & Licenses:

Valid State Drivers’ License preferred

Skills and Abilities:

Business Mathematical Skills - Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rates, ratios, and percentages and to draw and interpret graphs.

Foundational Computer Skills -Frequent use of electronic mail, word processing, data entry, spreadsheets, graphics, etc.

Foundational Communication - Simple messages communicated orally. May write brief messages and keep simple records. May explain and offer guidance on routine procedures.

Routine Business Problems - Problems encountered are routine, somewhat repetitive and generally solved by following clear directions and procedures.

Job Specific Impact - Decisions generally affect own job or assigned functional area.

Foundational Judgment - Results are defined and existing practices are used as guidelines for how to complete work activities’ works closely with supervisors/manager who provides broad guidance and overall direction.

Foundational Planning / Organization - Prioritize assigned and routine tasks. Handle appropriately.

PHYSICAL AND MENTAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit for extended periods of time; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend, crouch or crawl; talk or hear;  taste or smell. The employee must occasionally lift, push, pull and/or move up to 20 pounds. Repetitive motion of upper body required for extended use of computer. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT AND TRAVEL REQUIREMENTS:

·      Works in well-lit, ventilated and climate-controlled office environment with routine office equipment; some equipment has moving mechanical parts.

·      Noise level in the work environment is typical for an office and/or hospital environment.

·      Minimum overnight travel (up to 10%) by land and/or air. 

View Job Description

Hohenwald Full-Time Service Desk Analyst (Remote)

Apply now

Do you have a technical/IT acumen? Have you worked at a service desk?

Are you passionate about customer service?

What is the work?

  • Supporting hospital clients with basic IT customer service (portal navigation, password      inquiries, etc.)
  • Providing great service with a great attitude and using problem solving skills to quickly address issues
  • We need extra support because hospitals are busy due to COVID-19 and patients need our support

What is the shift?

  • Variety of shifts available

    What are the technology requirements?

    • Private work space
    • Stable high-speed internet connection
    • Personal computer
    • HCTec will provide an access point for our network (we’ll either ship to you or you can pick up from Brentwood or Hohenwald office)

    Qualifications

    • Basic technical competencies
    • Strong customer service
    • Contingent on passing background check & drug screen
    • Paid training provided
    View Job Description

    Service Desk Supervisor (Brentwood, TN)

    Apply now

    Do you have supervisory experience in a call center environment? 

    Do you have a technical acumen?

    Join our Team

    HCTec's Managed Services' Team provides Tier I/Help Desk and Tier II Application Support Managed Services to clinicians, patients, admin staff, and students  at many of the largest and most respected healthcare providers in the country. We are currently seeking a Service Desk Supervisor to join our 3rd location at our Brentwood Headquarters. HCTec Service Centers support our healthcare and university clients via phone support, live chat sessions, and email to troubleshoot technical issues for end users. You'll primarily provide end-user assistance that is routine to moderately complex in nature and require basic problem resolution skills.

    What You'll Be Doing

    The main responsibility of the Supervisor is to supervisor, develop, and guide service center analysts to ensure their ability to provide outstanding customer service and execute tasks effectively. You will be organizing and supervising the staff and daily activities of our Brentwood service center supporting major hospitals and universities all over the country from our Brentwood, TN Service Center. You'll serve as a liaison between our Client Service Managers and the Service Center Team to help ensure that Service Level Agreements (SLAs) are being met. 

    What We're Looking For

    • 2+ years' Supervisory experience in a Call Center, Service Center, and/or Help Desk 
    • Technical acumen
    • Passion for and responsibility to the customer with proven experience; communicates effectively both oral & written
    • Active listeners
    • Problem solvers
    • Multi-taskers; ability to work in a fast-paced environment

    Ideal: 

    • Experience working in a healthcare environment

    • Experience with EMR (Cerner or Epic, preferred)

    Education: Completion of two-year community college/vocational/technical school or comparable relevant experience, ; Bachelor’s degree preferred

    What's In It For You

    • Making a difference in the lives of healthcare and university professionals, as well as patients, students and professors. 
    • Opportunity to learn and advance in a high growth organization
    • Great pay!
    • Amazing benefits' package, including medical, dental, and many more! (Even pet insurance!)
    • Paid time off and holidays!
    • Casual and fun culture!
    • Learning environment!
    • Opportunity to work with premier healthcare institutions!

      View Job Description

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