What are the responsibilities and job description for the Service Desk Analyst (Technical or Patient Support) position at Unity?
Job Title: Full-Time, IT Service Desk Analyst, Tier I
FLSA Status: Non - Exempt
Reports to: Service Desk Manager/Supervisor
Healthcare has surpassed manufacturing and retail to become the largest and most rapidly growing source of jobs in the US. Additionally, the practice of medicine has become more tech focused than ever before. At UnityBPO, we directly impact how healthcare workers do their jobs by helping them navigate this new technical landscape. If you love technology and the chance to be involved in the business of healthcare - you can be at the forefront of these changes and make a difference by joining our team.
WHO WE ARE
UnityBPO is a premier Health IT company providing business process and technology services in two healthcare markets: acute and post-acute. We are the Lifeline for clinicians and patients across the country. Unity creates value for healthcare entities by reducing costs while dramatically improving provider and patient satisfaction with technology. Our clinical/technical services are unparalleled in the industry providing healthcare with a remote support model that drives efficiency as well as reduces turnover. We also provide a turnkey model that can optimally manage your total technology enterprise. We have an experienced, highly qualified team of hard-working people in all areas of the company. We TRANSFORM healthcare delivery by creating a better LIFE, every day.
SERVICE DESK ANALYST I POSITION SUMMARY
Our Service Desk Analyst are the first line of resolution for our clients. Whether it be communication via phone, email or chat, our Analysts provide timely support to both our internal and external customers. You could be supporting Doctors, Nurses, Administrative Staff and Patients with their technology needs.
Roles, Responsibilities and Expectations
- Assist multiple clients across different ticketing systems.
- Quickly and efficiently identify the customer’s specific information.
- Resolve technical P.C. software and hardware problems by utilizing logical problem-solving skills and referencing documented processes and procedures. (Microsoft Office, Win7, VPN, Active Directory, customer specific software applications, laptops, desktops, printers, VOIP telephony etc.).
- Effectively escalate unresolved tickets to the appropriate team to ensure that the customer issue gets resolved.
- Using the client-based requirements within the ITIL framework, correctly assign Urgency and Impact to tickets.
- Provide End-User Electronic Health Record (EHR) usability assistance to clinicians including, but not limited to doctors, nurses, and therapists.
- Create an exceptional customer service experience by bringing your polished communications, patience, and empathy for the customer calling.
- Capacity to work independently and effectively while maintaining good team interactions.
- Partner with team members to ensure that the phones are covered during breaks, lunch, etc.
- Flexibility in scheduling to meet the needs of the business
Requirements and Preferences
- High School diploma or G.E.D. equivalent/and or experience.
- Previous experience in a Customer Service Environment
- Working knowledge of PC operations
- Excellent verbal and written communication skills.
- Able to multi-task using multiple systems simultaneously
- Ability to excel at problem solving – if you like logic puzzles, this is the job for you!
- Will need to receive feedback and apply it in real-time
- Ability to adapt to an ever-changing environment
Experience with the Following Strongly Desired
- CompTIA A Certification a plus
- Knowledge of medical-based terms and phrases
- Electronic Health Record – EHR experience – working within the EHR a plus
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.
