Job description
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Essential Job Accountabilities:
- Serves as the primary point of contact for patients and their families on utilization of technology.
- Serves as the secondary point of contact for clients requiring assistance with desktop, software, and hardware related
- Trends system data to identify training opportunities for the patient portal and other patient facing systems.
- Enters, updates, and resolves reported
- Provide remote support via telephone/remote control
- Troubleshoots issues according to knowledge base articles.
- Provides updates to knowledge base articles that need to be added, modified, or removed.
- Provide outstanding customer service to our clients and maintain positive relationships with other employees and
- Desire and willingness to work in a collaborative, innovative, flexible, and team-oriented environment, while displaying a problem-solving orientation to issues
- Provide on-call coverage as deemed appropriate by
- Flexible to complete any assigned
- Ability to quickly learn and adapt to new procedures, processes, technology, and
- Strong planning and organizational
- Exhibit strong communication skills by pro-actively responding to telephone calls, emails, in-person, and automated requests for technical
- Identify and escalate production-critical issues to appropriate IT
- Participates in projects as deemed appropriate by
- Participates in Disaster Recovery planning, implementation, and testing.
- Minimum of a bachelor’s degree in Business, Technology, or related field with 1 year of relevant IT or Healthcare experience in assigned area required OR high school/GED with 7 years of relevant IT or Healthcare experience in assigned areas required.
- Epic and/or third-party vendor certification(s)/accreditation(s) for assigned scope of responsibilities must be successfully obtained within 90 days of completing required first-available classes. If you fail to obtain your certification(s)/accreditation(s) within the allowed time frame or do not maintain the appropriate certification(s)/accreditation(s) for your position, you will have 30 days so successfully secure another position within NCH; otherwise, your employment with NCH will be terminated.
- Requirement to speak fluent English and Spanish; required to write fluently in English.
- Candidates must work onsite in Naples, FL or considered for a virtual position. If a virtual position is offered, candidate may be required to travel onsite up to 25% of the time.
- Excellent verbal and written communication skills are required.
- Ability to solve complex problems in a timely manner.
- Accurate with good attention to detail.
- Ability to work under own initiative / self-motivated.
- Experience working in a large cross-functional team environment.
- Experience with information technology optimization.
- Dexterity to learn new systems and programs rapidly.
- Previous experience in a service center and/or healthcare environment is desired.
- Must have the ability to work nights and weekends as needed.
- Proficient in the Microsoft Office Suite (Word, Excel, PowerPoint, OneNote, Outlook, Visio).
Job Summary:Provide support of Patient Portal issues reported by the patient community. Provides support to all end users on a wide variety of hardware and software issues. Evaluates user needs and coordinates with appropriate I.T. personnel when unable to resolve. Maintains tickets for tracking support issues. Assists the team in prioritizing team volume and tasks.
Essential Duties and Responsibilities:EDUCATION, EXPERIENCE AND QUALIFICATIONS
Location: NCH Healthcare System · IT Administration
Schedule: Full-Time, Day, 8:30am-5:00pm
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