Contract Length: 6 months Contract to Hire
Address: Nashville, TN
Job ID: 16482968
CereCore® provides EHR implementations, IT and application support, IT managed services, technical staffing, strategic IT consulting, and advisory services to hospitals and health systems nationwide. Our heritage is in the hallways of some of America’s top-performing hospitals. We have served as leaders in finance, operations, technology, and as clinicians turned power users and innovators. At CereCore, we know firsthand the power that aligned technology can provide in delivering care. As a wholly-owned subsidiary of HCA Healthcare, we are committed to bringing the expertise we have gained as operators to deliver IT services that emphatically address the needs of health systems across the United States. Our team of over 600 clinical and technical professionals has implemented EHR systems in more than 400 facilities and provides managed services support to tens of thousands of health system employees. We work tirelessly to provide healthcare organizations specialized IT services that support the delivery of patient care. The Link to Life-Saving Care.
Position SummaryThe End User Support Specialist I, Home Health and Hospice provides first level of support to HCA Healthcare at Home colleagues who are having system and procedural problems across a variety of technologies and systems. Key responsibilities include problem diagnosis and resolution, call handling, call tracking, end user education, resolution & escalation. At times, may work with other HCA Healthcare at Home teams to understand specific support needs for applications and systems.
This role is expected to be a contract to hire role in Nashville, Tennessee.
Responsibilities

• Provides phone support in a high-volume, fast-paced environment, including documenting all customer requests for resolution or information within a service management system. Meets or exceeds standards for resolution and call responsiveness.
• Investigates problem, determines cause and takes action necessary to resolve the issue and verifies resolution.
• Routes accurate and detailed descriptions of unresolved problems to the appropriate support personnel.
• Processes service management catalog requests that include, but not limited to, Physician and Facility entry, Mobile Device Orders and other clinical application requests.
• Adapts to process and procedure changes as communicated to promote a world class support organization.
• Works directly with team members to understand end user support needs for applications and systems; may consult with other teams.
• May be asked to assist with escalation support for other End User Support associates; could be asked to train some members of the team.
• Identifies common end user support topics and will communicate with supervisor or more senior member of the team. May assist implementing resolution.
• Stays informed about specific application and system changes that are being made at HCA Healthcare at Home by working with appropriate application and technology teams.
• May assist with projects related to hardware and software rollouts or other implementations.
• May be called upon to travel for support and project work as needed.
• Encourages teamwork through cooperative interactions with co-workers.
• Establishes and maintains effective working relationships with IT staff, other HCA Healthcare at Home colleagues, and vendors.

Requirements

• 2 years of strong customer service experience
• Bachelor’s Degree preferred
• Uses limited independent judgment to make decisions based on precedents and established guidelines.
• Solves problems using standard procedures and precedents.
• Knows when to refer issues to supervisor and when to handle them personally.
• Has a working knowledge of a skill or discipline that requires basic analytic ability.
• Has an overall understanding of the work environment and process.
• Has working knowledge of the organization.
• Must have good organizational skills and attention to detail.
• Will generally work with limited supervision; should have ability to independently perform work tasks.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.