Technology plays a vital role in healthcare transformation and requires people and expertise at a challenging level. The inevitable demands of application management and technical support often interfere with using in-house staff for the most high-value functions.
HCTec’s Managed Services supports healthcare organizations’ IT and application-related questions, incidents, requests, and maintenance tasks, as well as critical patient support needs. Our skilled IT service desk and application management service teams are trained on each client’s unique culture, best practices, and systems.
At HCTec, our Managed Services team members develop technical and client support skills they will use now and throughout their careers.
Healthcare technology is a rapidly growing field and a perfect launchpad for your IT or customer service career. Our Service Desk Support team delivers exceptional client experiences, providing 24/7 assistance for physicians, clinicians, and hospital staff. We help “keep the lights on” for our partners, offering fast, expert support for common hospital and patient IT challenges so their in-house IT teams can focus on vital projects and system improvements.
As an HCTec Service Desk employee, you will receive training on hospital technology, electronic medical records, client workflows, and the customer support skills needed for success. You’ll work with the latest technology and learn about healthcare systems across the nation.
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 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.
HCTec’s Managed Services employees enjoy:
**Must have Epic Cadence Certification**
Epic Referrals, ADT, and/or Prelude 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
System Maintenance/Improvement
Client Support
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 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.
**Epic Willow Certification Required**
**Epic Willow Ambulatory, Willow Inventory, & Beacon Certification(s) Preferred**
**This is a full-time, W-2, remote position.
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
System Maintenance/Improvement
Client Support
About HCTec:
HCTec provides award-winning services and solutions to hospitals in 45+ states, including academic medical centers, health systems, critical access hospitals, and ambulatory physician practices.
Award-winning best-in-KLAS managed services assists with routine IT needs such as service desk, patient portal support, EHR application support, desktop/server/network management and IT security.
HCTec’s solutions for meeting health IT staffing needs extend from filling individual staffing gaps to providing in-house project teams and remote, domestic IT support service. We make every partner’s IT challenges our own so that they are freed to focus on the bigger picture of improving outcomes and controlling healthcare costs.
We look forward to hearing how your skills line up with our mission!
Do you have a technical/IT acumen? Have you worked at a service desk?
Are you passionate about customer service?
What is the work?
What is the shift?
Qualifications
ESSENTIAL FUNCTIONS: To perform this job, an individual must perform each essential function satisfactorily with or without a reasonable accommodation.
Routine Support (90%)
Continuing Education (10%)
Additional Information:
Customer Focus:
HIPAA:
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.
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)
About HCTec:
HCTec provides award-winning services and solutions to hospitals in 45+ states, including academic medical centers, health systems, critical access hospitals, and ambulatory physician practices.
Award-winning best-in-KLAS managed services assists with routine IT needs such as service desk, patient portal support, EHR application support, desktop/server/network management and IT security.
HCTec’s solutions for meeting health IT staffing needs extend from filling individual staffing gaps to providing in-house project teams and remote, domestic IT support service. We make every partner’s IT challenges our own so that they are freed to focus on the bigger picture of improving outcomes and controlling healthcare costs.
We look forward to hearing how your skills line up with our mission!
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)
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)
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)
Do you have a technical/IT acumen? Have you worked at a service desk?
Are you passionate about customer service?
What is the work?
What is the shift?
Qualifications
ESSENTIAL FUNCTIONS: To perform this job, an individual must perform each essential function satisfactorily with or without a reasonable accommodation.
Routine Support (90%)
Continuing Education (10%)
Additional Information:
Customer Focus:
HIPAA:
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.
About HCTec:
HCTec provides award-winning services and solutions to hospitals in 45+ states, including academic medical centers, health systems, critical access hospitals, and ambulatory physician practices.
Award-winning best-in-KLAS managed services assists with routine IT needs such as service desk, patient portal support, EHR application support, desktop/server/network management and IT security.
HCTec’s solutions for meeting health IT staffing needs extend from filling individual staffing gaps to providing in-house project teams and remote, domestic IT support service. We make every partner’s IT challenges our own so that they are freed to focus on the bigger picture of improving outcomes and controlling healthcare costs.
We look forward to hearing how your skills line up with our mission!
