Helpdesk Associate- Healthcare Clinical Service Desk- Call Center- REMOTE-Halifax

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Job Overview

The Helpdesk Associate for the Healthcare Clinical Service Desk is responsible for providing exceptional customer support to both healthcare professionals and patients. This remote position requires efficient problem-solving skills, attention to detail, and a strong understanding of healthcare systems. The successful candidate will manage incoming calls and inquiries, troubleshoot technical issues, and ensure timely and accurate resolution of requests while maintaining a compassionate and professional demeanor at all times.

Job Responsibilities

• Respond to inbound calls and inquiries from healthcare providers and patients regarding technical issues related to clinical services.
• Identify, troubleshoot, and resolve software and hardware issues while providing clear and concise instructions to users.
• Document and track customer interactions in the ticketing system to ensure effective follow-up and resolution.
• Collaborate with IT and clinical teams to escalate unresolved issues and suggest improvements to processes.
• Maintain up-to-date knowledge of system updates, software enhancements, and policy changes affecting clinical operations.
• Provide training and support resources to users to enhance their experience and adherence to practices.

Qualifications

• High school diploma or equivalent; an associate's or bachelor's degree in a related field is preferred.
• Minimum of 1-2 years' experience in a technical support or customer service role, ideally within the healthcare sector.
• Strong communication skills, both verbal and written, with an ability to convey technical information to non-technical users.
• Familiarity with healthcare software systems, EMR/EHR systems, and call center operations.
• Proficient in using various software and remote access tools effectively.
• Excellent problem-solving skills and the ability to work independently in a remote setting.

Technologies & Tools

The Helpdesk Associate will utilize various technologies and tools including, but not limited to, ticketing systems such as ServiceNow or Zendesk, remote desktop software for troubleshooting, as well as communication tools like Microsoft Teams or Zoom for collaboration. Proficiency in using electronic health record (EHR) systems will also be necessary for supporting clinical inquiries.

Ideal Candidates

Ideal candidates for this position demonstrate a proactive approach to problem-solving and a strong empathy for users’ needs. They possess an inherent ability to stay organized and prioritize tasks effectively. Furthermore, candidates should be adaptable, efficient in remote working environments, and capable of working collaboratively across different teams, ensuring that both healthcare professionals and patients receive the highest standard of support.