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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

Epic Ambulatory Application Coordinator (Remote)

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**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 Bridges Application Coordinator (Remote)

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**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 Cadence / ADT / Prelude Application Coordinator (Remote)

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**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 Care Everywhere Application Coordinator (Remote)

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**Epic Care Everywhere Certification Required**

**Additional Certifications Preferred (Beacon, MyChart, Phoenix, Care Everywhere, Ortho, Ambulatory, Referrals, Welcome, Healthy Planet, 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 Healthy Planet Application Coordinator (Remote)

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**Epic Healthy Planet Certification Required**

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

Apply now

**Epic MyChart Certification Required**

**Additional Certifications Preferred (Beacon, Ambulatory, 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 PB Claims Application Coordinator (Remote)

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**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 Report Writer Application Coordinator (Remote)

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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 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 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 Security Application Coordinator (Remote)

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**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

Help Desk Analyst (Brentwood, TN)

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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?

  • Various shifts available including Days, Nights and Weekends (40 hour work weeks)
  • In the office in a call center environment or fully remote

Qualifications

  • Basic technical competencies
  • Strong customer service
  • Contingent on passing background check & drug screen

Paid training provided

Benefits

  • You would be eligible for our full benefits package, including PTO, paid holidays, etc.

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

What is the shift?

  • Variety of shifts available (40 hour work weeks) Every other weekend and occasional holidays required. 

What are the technology requirements?

  • Private work space
  • Stable high-speed internet connection
  • 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

ESSENTIAL FUNCTIONS:  To perform this job, an individual must perform each essential function satisfactorily with or without a reasonable accommodation.

Routine Support (90%)

  • Provide 24/7/365 Tier 1 support to meet and exceed established Service Level Agreements (SLAs) and follow ITIL processes.
  • Triage end user issues and determine if the issue can be resolved at Tier 1 or if it needs to be escalated to Tier 2.
  • Utilize customer service guidelines as outlined in HDI training.
  • Use client provided knowledge base and client specific procedures to resolve issues.

Continuing Education (10%)

  • Acquire and maintain a general knowledge of client and Epic applications.
  • Attend professional development training as appropriate.
  • Obtain necessary technology skills to perform common client specific first call resolution tasks, with training, including password resets, Citrix troubleshooting, common desktop troubleshooting, etc.
  • Regular and reliable attendance.
  • Perform other duties as assigned.

Additional Information:

Customer Focus:

  • Position primarily serves external customers.

HIPAA:

  • Exhibit 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

Experience: Less than 2 years

Certifications & Licenses: Valid State Drivers’ License

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 Judgement -- 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

IT Call Center Analyst II (Winston-salem, NC)

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MUST BE LOCAL TO Waukesha, WI or Winston-Salem, NC

Primarily responsible for supporting IT customers in the form of providing timely and enthusiastic remote support from our 24/7 call center environment. Customer Service and Communication skills are a must and critical to the success of this role. 

ESSENTIAL RESPONSIBILITIES

·   Interact with customers to provide and process information in response to inquiries, concerns, and requests

·   Gather customer’s information and determine the issue by evaluating and analyzing the symptoms

·   Deliver service and support to end-users, including via remote connection or over the Internet

·   Research required information using available resources

·      Follow standard processes and procedures

·      Accurately process and record call transactions using a computer and designated tracking software

·      Organize ideas and communicate oral messages appropriate to listeners and situations

·      Follow up and make scheduled call backs to customers where necessary

·      Stay current with system information, changes and update

·      Identifies troubleshooting techniques/step and documents all case information and updates as information becomes available via Healthy IT ticketing system

·      Follows proper escalation procedures as defined by management

·      Ensure customers receive prompt, accurate and courteous service

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

·      Proper phone etiquette and effective listening skills

·      Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar.

·      Knowledge of customer service principles and practices

·      Medical/clinical terminology is preferred, but not required

·      Must be able to sit for long periods of time

·      Position requires use of headset/microphone

·      Experience supporting software computer applications and equipment from a helpdesk environment

·      Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system

·      Experience with mobile device support (iPhone, Android, Windows Mobile)

·      Must be a team player and build good working relationships across all functions

·      Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high energy environment with a proactive focus

·      Need to be flexible, adaptable, and possess creative problem-solving skills

·      5 years’ experience in the Information Technology field or 2 year Associates degree in IT or Healthcare Informatics or equivalent is required.

Additional

·      Social distancing in place, hand sanitizer and sanitation wipes located throughout office. Masks provided (if vaccinated, it is a choice to not wear a mask)

View Job Description

IT Call Center Analyst II (Waukesha, WI)

Apply now

MUST BE LOCAL TO Waukesha, WI or Winston-Salem, NC

Primarily responsible for supporting IT customers in the form of providing timely and enthusiastic remote support from our 24/7 call center environment. Customer Service and Communication skills are a must and critical to the success of this role. 

ESSENTIAL RESPONSIBILITIES

·   Interact with customers to provide and process information in response to inquiries, concerns, and requests

·   Gather customer’s information and determine the issue by evaluating and analyzing the symptoms

·   Deliver service and support to end-users, including via remote connection or over the Internet

·   Research required information using available resources

·   Follow standard processes and procedures

·      Accurately process and record call transactions using a computer and designated tracking software

·      Organize ideas and communicate oral messages appropriate to listeners and situations

·      Follow up and make scheduled call backs to customers where necessary

·      Stay current with system information, changes and update

·      Identifies troubleshooting techniques/step and documents all case information and updates as information becomes available via Healthy IT ticketing system

·      Follows proper escalation procedures as defined by management

·      Ensure customers receive prompt, accurate and courteous service

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

·      Proper phone etiquette and effective listening skills

·      Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar.

·      Knowledge of customer service principles and practices

·      Medical/clinical terminology is preferred, but not required

·      Must be able to sit for long periods of time

·      Position requires use of headset/microphone

·      Experience supporting software computer applications and equipment from a helpdesk environment

·      Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system

·      Experience with mobile device support (iPhone, Android, Windows Mobile)

·      Must be a team player and build good working relationships across all functions

·      Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high energy environment with a proactive focus

·      Need to be flexible, adaptable, and possess creative problem-solving skills

·      5 years’ experience in the Information Technology field or 2 year Associates degree in IT or Healthcare Informatics or equivalent is required.

Additional

·      Social distancing in place, hand sanitizer and sanitation wipes located throughout office. Masks provided (if vaccinated, it is a choice to not wear a mask)

View Job Description

IT Support Analyst (Brentwood, TN)

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POSITION SUMMARY

The IT Support Analyst is responsible for providing timely and enthusiastic remote helpdesk and occasional onsite support for HCTec’s comprehensive managed services clients. This role will also provide IT support for all HCTec’s internal IT needs. IT support will consist of handling customer and employee queries, troubleshooting and diagnosing IT issues.

Customer Service and Communication skills are a must and critical to the success of this role. This candidate will be expected to be able to work both independently and as part of a team and be able to adapt to new technologies and environments – all within a structure that is extremely fast-paced and demanding. Organizational skills are critical to handle the prioritization of workload while simultaneously being able to effectively manage customer expectations to ensure 100% satisfaction. The candidate serves as the face of HCTec to its customers and therefore must hold themselves to the highest ethical and professional standards. This position will report to the firm’s Vice President of Technical Services.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES: 

To perform this job, an individual must perform each essential function satisfactorily with or without reasonable accommodation. 

• Review and Resolve IT Helpdesk Requests 

o This is the customer service portion of the job. IT Support Analysts are the “face” of the helpdesk. If someone from another department needs IT, it is IT Support Analysts who answer the call. This duty takes patience and good communication skills. 

o Must be able to set appropriate expectations for walk up requests that may be initiated while on-site at a client location 

o Follows through with users whose issues are not closed on initial contact – which may include additional communication to the user, a supervisor, or other support areas within the team 

o Documents all calls and ticket information and updates as information becomes available via the HCTec ticketing system. 

o Ensure customers receive prompt, accurate and courteous service 

• Allocation and Maintenance of IT Equipment 

o IT Support Analysts are responsible for setting up all hardware and ensuring said hardware is connected to the network and working properly. It is the IT Support Analysts responsibility to issue this equipment, as well as diagnose and repair any malfunctions. 

o Setup new computers and users along with basic user training 

o Perform VOIP troubleshooting and setup 

• Diagnose Hardware and Software Issues 

o When something goes wrong, it is the IT Support Analysts who are the first line of defense. They are responsible for performing an initial diagnosis of the issue and documenting their findings. Then, they formulate and execute a strategy to fix the issue. 

• Prioritize and Escalate Issues as Necessary 

o Some issues are more pressing than others. It is up to IT Support Analysts to prioritize issues based on severity and immediacy and follow proper escalation procedures if necessary.

ADDITIONAL INFORMATION:

Customer Focus

• Position serves both internal co-workers and HCTec Comprehensive Managed Services Clients

Confidentiality:

• Access to and/or works with sensitive and/or confidential information.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

• Microsoft Certified Professional (MCP) or A+ Certified, preferred

• Experience with Microsoft (SQL Server, Exchange, Active Directory), Citrix, SonicWALL, Cisco, Meraki and VMware technologies

• Minimum of two (2) years customer service experience

• Significant experience configuring, maintaining, and troubleshooting all versions of Microsoft Windows operating system

• Office 365 Management

• Basic networking skills with experience in DNS, DHCP, Switching/Routing, and wireless technologies

• Experience with mobile device support (iPhone, Android, Windows Mobile)

• Must be a team player and build good working relationships across all functions

• Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high energy environment with a proactive focus

• Need to be flexible, adaptable, and possess creative problem-solving skills

• Must demonstrate strong written and verbal communication

• Ability to work late shift and/or on-call rotation

• Ability to bend, stoop & carry at least 50lbs

• Insurable driving record, current driver license and reliable transportation

• 2 Year Associates or Bachelor’s degree in Information Technology or 3 years’ equivalent experience is required.

View Job Description

MyChart/Healthcare IT Call Center Analyst I (Winston-salem, NC)

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MUST BE LOCAL TO Waukesha, WI or Winston-Salem, NC

Primarily responsible for supporting IT customers in the form of providing timely and enthusiastic remote support from our 24/7 call center environment. Customer Service and Communication skills are a must and critical to the success of this role. 

ESSENTIAL RESPONSIBILITIES

·   Interact with customers to provide and process information in response to inquiries, concerns, and requests

·   Gather customer’s information and determine the issue by evaluating and analyzing the symptoms

·   Deliver service and support to end-users, including via remote connection or over the Internet

·      Research required information using available resources

·      Follow standard processes and procedures

·      Accurately process and record call transactions using a computer and designated tracking software

·      Organize ideas and communicate oral messages appropriate to listeners and situations

·      Follow up and make scheduled call backs to customers where necessary

·      Stay current with system information, changes and update

·      Identifies troubleshooting techniques/step and documents all case information and updates as information becomes available via Healthy IT ticketing system

·      Follows proper escalation procedures as defined by management

·      Ensure customers receive prompt, accurate and courteous service

PREFERRED KNOWLEDGE, SKILLS, AND ABILITIES

·      Proper phone etiquette and effective listening skills

·      Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar.

·      Knowledge of customer service principles and practices

·      Medical/clinical terminology is preferred, but not required

·      Must be able to sit for long periods of time

·      Position requires use of headset/microphone

·      Experience supporting software computer applications and equipment from a helpdesk environment

·      Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system

·      Experience with mobile device support (iPhone, Android, Windows Mobile)

·      Must be a team player and build good working relationships across all functions

·      Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high energy environment with a proactive focus

·      Need to be flexible, adaptable, and possess creative problem-solving skills

·      1 - 5 years’ experience in the Information Technology field or 2 year Associates degree in IT or Healthcare Informatics or equivalent is required.

Additional

·      Social distancing in place, hand sanitizer and sanitation wipes located throughout office. Masks provided (if vaccinated, it is a choice to not wear a mask)

View Job Description

MyChart/Healthcare IT Call Center Analyst I (Waukesha, WI)

Apply now

MUST BE LOCAL TO Waukesha, WI or Winston-Salem, NC

Primarily responsible for supporting IT customers in the form of providing timely and enthusiastic remote support from our 24/7 call center environment. Customer Service and Communication skills are a must and critical to the success of this role. 

ESSENTIAL RESPONSIBILITIES

·   Interact with customers to provide and process information in response to inquiries, concerns, and requests

·   Gather customer’s information and determine the issue by evaluating and analyzing the symptoms

·   Deliver service and support to end-users, including via remote connection or over the Internet

·   Research required information using available resources

·      Follow standard processes and procedures

·      Accurately process and record call transactions using a computer and designated tracking software

·      Organize ideas and communicate oral messages appropriate to listeners and situations

·      Follow up and make scheduled call backs to customers where necessary

·      Stay current with system information, changes and update

·      Identifies troubleshooting techniques/step and documents all case information and updates as information becomes available via Healthy IT ticketing system

·      Follows proper escalation procedures as defined by management

·      Ensure customers receive prompt, accurate and courteous service

PREFERRED KNOWLEDGE, SKILLS, AND ABILITIES

·      Proper phone etiquette and effective listening skills

·      Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar.

·      Knowledge of customer service principles and practices

·      Medical/clinical terminology is preferred, but not required

·      Must be able to sit for long periods of time

·      Position requires use of headset/microphone

·      Experience supporting software computer applications and equipment from a helpdesk environment

·      Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system

·      Experience with mobile device support (iPhone, Android, Windows Mobile)

·      Must be a team player and build good working relationships across all functions

·      Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high energy environment with a proactive focus

·      Need to be flexible, adaptable, and possess creative problem-solving skills

·      1 - 5 years’ experience in the Information Technology field or 2 year Associates degree in IT or Healthcare Informatics or equivalent is required.

Additional

·      Social distancing in place, hand sanitizer and sanitation wipes located throughout office. Masks provided (if vaccinated, it is a choice to not wear a mask)

View Job Description

Service Desk Analyst (Hohenwald, TN)

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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?

  • Various shifts available including Days, Nights and Weekends (40 hour work weeks)
  • In the office in a call center environment or fully remote

Qualifications

  • Basic technical competencies
  • Strong customer service
  • Contingent on passing background check & drug screen

Paid training provided

Benefits

  • You would be eligible for our full benefits package, including PTO, paid holidays, etc.

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

What is the shift?

  • Variety of shifts available (40 hour work weeks) Every other weekend and occasional holidays required. 

    What are the technology requirements?

    • Private work space
    • Stable high-speed internet connection
    • 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

    ESSENTIAL FUNCTIONS:  To perform this job, an individual must perform each essential function satisfactorily with or without a reasonable accommodation.

    Routine Support (90%)

    • Provide 24/7/365 Tier 1 support to meet and exceed established Service Level Agreements (SLAs) and follow ITIL processes.
    • Triage end user issues and determine if the issue can be resolved at Tier 1 or if it needs to be escalated to Tier 2.
    • Utilize customer service guidelines as outlined in HDI training.
    • Use client provided knowledge base and client specific procedures to resolve issues.

    Continuing Education (10%)

    • Acquire and maintain a general knowledge of client and Epic applications.
    • Attend professional development training as appropriate.
    • Obtain necessary technology skills to perform common client specific first call resolution tasks, with training, including password resets, Citrix troubleshooting, common desktop troubleshooting, etc.
    • Regular and reliable attendance.
    • Perform other duties as assigned.

    Additional Information:

    Customer Focus:

    • Position primarily serves external customers.

    HIPAA:

    • Exhibit 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

    Experience: Less than 2 years

    Certifications & Licenses: Valid State Drivers’ License

    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 Judgement -- 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

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