Clinical Service Desk Support - Remote (CA)

RESPONSIBILITIES

Kforce's client is seeking a Clinical Service Desk Support professional to provide technical and application support within a healthcare environment, with a primary focus on Cerner EMR systems and applications. This role is remote, but candidates must reside in California.

Summary

This position will support end users by diagnosing and troubleshooting technical and EMR-related issues, resolving problems when possible, coordinating escalations, and providing basic over-the-phone training. The ideal candidate has a combination of service desk, EMR, clinical healthcare, and customer support experience and is comfortable assisting users in a fast-paced environment.

Responsibilities

• Provide phone and email support for Cerner EMR technical and application issues
• Diagnose, troubleshoot, and resolve end-user issues using established tools and procedures
• Assess reported problems and escalate complex issues to the appropriate technical or application support teams
• Provide prompt, accurate, and professional customer service
• Support Cerner account creation and account modifications
• Assist with Active Directory password resets and access-related issues
• Coordinate with Cerner technical support when additional research or troubleshooting is required
• Provide basic over-the-phone training and guidance to end users
• Stay current on system changes, application updates, and support procedures
• Create and maintain training guides, workflow documentation, and support procedures
• Document and monitor new and existing workflows and processes

REQUIREMENTS:

• High School diploma/GED or equivalent required
• Associate degree in a related field preferred
• 2+ years of Service Desk/Help Desk experience
• Experience supporting an EMR/EHR environment
• Clinical experience required
• Cerner support experience strongly preferred
• Experience troubleshooting technical and application-related issues
• Familiarity with Active Directory, account administration, access issues, and password resets
• Strong customer service and interpersonal skills
• Excellent verbal and written communication skills
• Ability to troubleshoot independently and determine when an issue requires escalation
• Must reside in Southern California
• Must be available to work 11:00 AM to 7:30 PM PST
• Comfortable with a contract-to-hire opportunity

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law. This job is not eligible for bonuses, incentives or commissions. Kforce is an Equal Opportunity/Affirmative Action Employer.

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