1. About Our Client:
The organization operates within the healthcare IT services industry, focusing on improving patient outcomes by enhancing efficiencies across the healthcare ecosystem. It provides a range of specialized solutions including patient engagement, predictive analytics, healthcare cloud hosting, integration and interoperability, clinical and claims application implementation, revenue cycle management, and policy administration. Serving a broad client base comprising hospitals, long-term care facilities, clinicians, physician practices, and insurance providers, the organization supports millions of policy holders.
2. About the Opportunity:
The IT Helpdesk Associate is responsible for delivering frontline support within the Provider Clinical Service Desk by managing inbound service calls related to clinical applications. This role ensures timely resolution or escalation of technical issues, directly contributing to the seamless operation of healthcare applications and supporting the overall efficiency of clinical services.
3. Responsibilities:
• Handle inbound service desk calls in a 24/7 call center environment supporting clinical applications such as Epic, Cerner, McKesson, and Meditech.
• Respond to incidents involving workflow issues, application errors, user access, and functionality.
• Document interactions and manage incident tickets through to resolution or escalation.
• Maintain presence in the phone queue for shifts of 8 to 10 hours with scheduled breaks.
• Work within a quiet, private workspace with high-speed wired internet.
• Travel up to 10% and lift up to 25 lbs. if required.
• Use a working cell phone for manager communication and Two-Factor Authentication.
4. Requirements:
• Minimum 1 year of call center customer service experience.
• Minimum 4 years of service desk/helpdesk or equivalent technical troubleshooting experience.
• At least 1 year of technical troubleshooting experience.
• High school diploma or equivalent.
• Proficient typing and strong English communication skills.
• Ability to work effectively in a fast-paced environment.
• Willingness to work flexible shifts including nights, weekends, and holidays.
5. Pay Range and Compensation Package:
• Starting pay range for this remote role is $34,387 to $56,188, varying by location, experience, and qualifications.
• Position may be eligible for incentive compensation based on individual or company performance.
6. Benefits & Perks:
• Medical, dental, and vision insurance with employer contribution.
• Flexible spending or health savings account.
• Life and AD&D insurance.
• Short and long-term disability coverage.
• Paid time off.
• Employee assistance program.
• Participation in a 401(k) program with company match.
• Additional voluntary or legally required benefits.
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
TalentHop is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.
