The primary responsibilities of the Clinical Service Desk Tier I Analyst are:

• Ability to take calls for multiple Post-Acute contracts
• Provide End-User Electronic Health Record (EHR) usability assistance to clinicians including, but not limited to doctors, nurses, and therapists.
• Ensuring accurate information is provided in the ticket along with ensuring overall quality of the documentation.
• Identify trends with issues they are seeing and determine ways to resolve those issues, reducing the overall impact to UnityBPO and the client.
• Re-work incorrectly assigned, incomplete or otherwise lacking tickets received from other support teams in such a way that they meet quality standards.
• Provide procedural and technical over-the-phone computer end-user support, dispatch service requests, and escalate issues to appropriate points of contact defined within the support organization with the highest level of customer satisfaction, when required by environmental impacts or call patterns.
• Contribute, maintain and enhance knowledge management.

ESSENTIAL DUTIES & RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability to fulfill the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications:

• High School Diploma required
• Working knowledge of PC operations which include: hardware, network settings, operations system, and MS Office applications is required.
• Experience in a Medical Support setting is a plus (knowledge of Medical-based terms & phrases)
• Associates Degree/and or equivalent experience preferred

• Experience with a ticketing system like Remedy, CA Service Desk, or Service Now preferred.
• Other technical training may be required

• Proven track record of delivering superior customer service and can demonstrate outstanding customer service skills.
• Experience in a clinical setting highly desirable

EDUCATION, CERTIFICATIONS/LICENSES, TRAINING and EXPERIENCE

• High School diploma or G.E.D equivalent/and or experience.
• Certifications may be required once employed.
• Formal customer service and technical training may be required.

KEY COMPETENCIES:

• Personality - The ideal candidate is driven to succeed, seeks to improve, is able to make decisions, and is willing to take calculated risks. They are critical thinkers who offer solution when they see problems. They are able to build friendly professional relationships with co-workers. Good candidates take feedback well and incorporate it immediately. They thrive in a busy, sometimes chaotic environment being able to prioritized tasks they are given. They feel a responsibility to do well and do not need to be micromanagement. They see the business's needs as their needs. They are committed to the team's performance and their own.
• Customer Service - The ideal candidate is able to work with users to resolve issues over the phone. The candidate is able to communicate clearly and courteously with users of all knowledge levels. They are patient and able to adapt to user needs and different communication styles. The candidate is able to manage the call, making it as efficient as possible without making the experience feel rushed or impersonal. An ability to authentically express empathy and concern, without falling back on customer service cliché's is essential. The candidate should express a willingness to assist through action and tone effortlessly at every point in the user's encounter. A sense of urgency when dealing with each user's issue is required, as is a respect for the customer's time. The candidate should be confident in all situations while remaining easy to speak with and ever helpful. The candidate needs to be able deescalate users and be able to resist intimidation while remaining courteous and behave in a manner that is beyond reproach.
• Documentation - The candidate will understand the importance of documentation and the larger picture in which a ticket plays a part. They will be able to clearly and effective communicate in writing. The candidate will need to fully fill out a variety of templates and tickets accurately, describing what tasks have been completed and why some others were not. They will have efficient descriptive skills not being wordy, but being able to thoroughly convey the details of an interaction. The candidate must be ability to type and speak, completing almost all documentation of an issue with an end user on the line. An ability to spell, punctuate and correctly use grammar is essential.
• Technical Skills - A good technician asks effective probing questions allowing them to correctly identify an issue and failure points of a service. They are able to completely follow documentation provided by UnityBPO's clients to resolve issues. In the event documentation is not available they are able to think critically and resolve issues by devising tests for the failure points they have found. They are proficient with computer hardware, software, printers, and networking beyond the user level. They have an understanding of how computers and associated hardware work. They know how to troubleshoot common issues like loss of internet, hardware failure, and inability to print. Tier II applicants should be capable of following advanced troubleshooting documents and of devising tests for complicated technical issues. In addition, a good candidate has worked in a corporate IT environment.

Additional skills, experience, responsibilities that may pertain to this job for this job/contract:

• Required at least two years' experience working in a customer service role.
• Clinical Experience such as an EMT, Medical Assistant, Unit Secretary, or Nurse.
• Medical Terminology training or experience
• EHR familiarity, training, or usage.

Work Conditions:

• Required to sit for extended periods of time.
• Required to stand and walk for extended periods of time.
• Ability to operate a computer keyboard, mouse and to handle other computer components.
• May be asked to lift/transport moderately heavy objects, such as computers, devices and peripherals.
• Be on call when designated on IT Service Desk on call schedule.
• Ability to work in a 24/7/365 environment including holidays.
• Must keep UnityBPO, patient, and client information confidential.

Disclaimer

• The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification/job function.
• It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position.