EPIC Clinical Service Desk

Job Description

The Clinical Service Desk Agent will be supporting TEKsystems Global Services client South Coast Health’s end users, answering calls, e‑mails, and other forms of contact from physicians and clinicians.

The goal is to troubleshoot and resolve EHR application and workflow issues in Epic, M 'Modal, Meditech, other EHR systems, or third‑party clinical software. The role supports multiple locations simultaneously. If unable to resolve on the initial contact, the issue must be documented clearly, concisely, and grammatically for transfer to an application support team.

Utilize excellent customer‑service skills to delight and exceed physician and clinician expectations. Demonstrate the ability and willingness to work remotely when needed and plan to work onsite on a schedule that may include evenings, weekends, and holidays.

• Handling basic troubleshooting for technical issues including, but not limited to, Microsoft Office, Active Directory, Citrix, and VPN.
• Resolving EHR application and workflow issues for physicians and clinicians experiencing problems in Epic, M 'Modal, Meditech, other EHR systems, or third‑party clinical software. Familiarity with departments that typically handle escalated incidents.
• Analyzing physician and clinician issues remotely through qualifying and probing questions via phone and remote‑control tools (e.g., Bomgar) to pinpoint root cause with a goal of first‑contact resolution (FCR).
• Partnering with physicians and clinicians by guiding them through problem‑solving or workflow training processes.
• Documenting issues, requests, and troubleshooting steps in a Service Now ticket if the issue cannot be resolved, then following escalation protocols as needed.
• Demonstrating a customer‑centric attitude and providing a high level of professionalism and customer service.
• Maintaining calm and professional composure in high‑pressure situations.
• Identifying and escalating high‑priority issues to the appropriate team for patient care or urgent issues.
• Documenting investigations and resolutions in a timely manner, using research to quickly understand and diagnose issues.
• Resolving issues using standard practices, procedures, approved troubleshooting tools, and workflow processes.
• Maintaining and expanding knowledge of help desk procedures and services to capture issue resolutions and promote continuous improvement and increased initial resolution.
• Making a good faith effort at resolving more complex end‑user issues.
• Collaborating and interfacing with all members of the Service Desk as a supportive team player.
• Working efficiently and reliably in unsupervised and varying environments.
• Adhering to policies and procedures such as HIPAA, Nordic, and client notification expectations.
• Completing assigned projects on an ad‑hoc basis and assisting with other corporate initiatives as necessary, directed, assigned, or requested.

• 2+ years of knowledge and/or experience with Epic, M 'Modal, Meditech, and/or other EHR systems.
• 2+ years of healthcare experience (e.g., Super User, Clinician in a hospital or healthcare setting).
• 2+ years of customer‑service experience.
• Basic understanding of healthcare terminology and basic IT competencies.
• Strong analytical and technical skills.
• Excellent customer‑service and communication skills, written and verbal.
• Ability to maintain calm and professional composure in stressful environments.
• Enjoy working with technology, learning new software quickly.
• Ability to apply problem‑solving skills across repetitive tasks and demonstrate strong logical and analytical thinking skills.
• Flexible schedule to work nights, weekends, and/or holidays, depending on assigned shift.
• Strong attention to detail and ability to organize.
• Strong typing skills (speed and accuracy).
• Ability to work independently as well as within a team environment.

• 1+ year of proven performance in a call center environment and/or other direct customer‑facing role.
• 1+ year of experience working with ITSM system (e.g., Service Now) preferred.
• Clinical certification(s) are a plus.

Saturday through Wednesday, 6 am‑3 pm with a…