Job Title: Clinical Service Desk Analyst
Overview / Summary
The Clinical Service Desk Analyst provides first and second-level support to healthcare employees and patients. This role requires strong customer service skills, clinical knowledge within acute and post-acute environments, and the ability to resolve clinical and technical issues. The analyst utilizes a clinical issue resolution knowledge base to support patient care and collaborates directly with clinicians to address reported issues. Candidates will be scheduled for one weekend shift per week.
Key Responsibilities
• Receive incoming calls from the client community, provide first-level support, document each call, verify customer information, and record troubleshooting steps.
• Research, resolve, and respond to clinical and technical questions received via phone, email, and other channels.
• Provide timely callbacks and escalate issues to the appropriate individual or group when necessary.
• Assist in resolving user and support issues across company sites to promote knowledge sharing and improve user satisfaction.
• Routinely contribute to the Clinical Knowledge Base.
• Provide accurate and creative solutions to user problems of moderate complexity to maintain user productivity.
• Acquire and maintain knowledge of relevant clinical and technical product offerings and support policies.
• Participate in team projects that improve the quality and efficiency of the resolution center.
• Assist with special clinical product-related issues as needed.
• Learn and gain experience with clinical workflows within EMR systems such as Epic, Cerner, Meditech, and Allscripts.
• Support clinicians throughout the patient admit-to-discharge process.
• Work directly with physicians and nurses to troubleshoot technical issues impacting patient care.
Required Qualifications
• Minimum high school diploma.
• Basic typing skills.
• Knowledge of Citrix and VPN technologies.
• Experience troubleshooting printers, web browsers, local and web-based software issues, and basic network issues.
• Experience using an ITSM to document incidents and requests.
• Strong listening, verbal, and written communication skills.
• Strong sense of urgency with the ability to multitask effectively and maintain attention to detail.
• Positive attitude and willingness to learn EMR applications and workflows for Level 1 support.
• Well-developed organizational, communication, and time management skills.
• Strong professionalism and business maturity.
• Ability to troubleshoot, analyze, and resolve customer concerns.
• High technical aptitude and strong PC literacy skills.
• Ability to work independently and as part of a team in a fast-paced environment.
• Interest in the clinical or medical field with a strong desire to learn.
• Strong customer service skills.
• Minimum 18 months of experience in a Service Desk Analyst role preferred.
• Previous experience in a nursing, medical, or pharmacy field is a plus.
• Previous experience working with a clinical EMR application such as Epic, Cerner, or Allscripts is preferred.
• HDI Support Center Analyst Certification is a plus.
What Makes HTC A Great Place To Build Your Future
HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you’ll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You’ll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.
At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.
Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.
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