Clinical Service Desk Agent
PlanIT Group · Posted Nov 11, 2026
- Remote, United States
- Remote
- Contract · Associate
- 3+ years
The Clinical Service Desk Agent I answers calls, chats, e-mails, and other forms of contact from physicians and clinicians to troubleshoot and resolve EHR application and workflow issues in Epic, Cerner, Meditech, other EHR system, or third-party clinical software.
Responsibilities
- Troubleshoot and resolve EHR application and workflow issues for physicians and clinicians experiencing issues in Epic, Cerner, Meditech, other EHR system, or third-party clinical software.
- Analyze physician and clinician issues remotely through qualifying and probing questions via phone and remote-control tools (i.e., Quick Assist, Bomgar, etc.) to view a callers' screen to pinpoint root cause with a goal of First Contact Resolution (FCR).
- Document issue/request and troubleshooting steps performed thoroughly in an Information Technology Service Management (ITSM) ticket when unable to FCR, following escalation protocols as needed.
- Demonstrate a customer-centric attitude and provide a high level of professionalism and customer service.
- Maintain calm and professional composure in high-pressured situations.
Requirements
- Nice to have: ServiceNow
- Nice to have: Remedy
- Nice to have: Cherwell
- Nice to have: ZenDesk
- Nice to have: Clinical certification