Clinical Service Desk Agent I (EHR)

Location: US - National; US Remote

Company

hirify.global provides clinical technology and service desk support for healthcare organizations and their physicians and clinicians.

What you will do

• Troubleshoot and resolve EHR application and workflow issues in Epic, Cerner, Meditech, other EHR systems, and third-party clinical software.
• Analyze issues remotely through phone-based questioning and remote-control tools to identify root causes and achieve first-contact resolution.
• Document unresolved requests, investigation steps, and resolutions in ITSM tickets, escalating issues according to established protocols.
• Identify and escalate high-priority issues involving patient care or urgent clinical operations.
• Provide professional, customer-centric support while maintaining composure in high-pressure situations.
• Collaborate with the Service Desk team, participate in meetings, and contribute to assigned projects and continuous improvement.

Requirements

• At least 3 years of knowledge or experience with Epic, Cerner, Meditech, or another EHR system.
• At least 3 years of healthcare experience, such as hospital or healthcare clinical work or experience as a super user.
• At least 3 years of customer service experience.
• Intermediate healthcare terminology knowledge, basic IT competencies, and strong analytical and technical skills.
• Excellent written and verbal communication, attention to detail, organization, typing accuracy, and problem-solving skills.
• Ability to work remotely in varying shifts, including nights, weekends, and holidays, and maintain a quiet private workspace with high-speed wired internet.

Nice to have

• At least 3 years of proven performance in a call center or other direct customer-facing environment.
• At least 3 years of experience with an ITSM system such as ServiceNow, Remedy, Cherwell, or Zendesk.
• Clinical certifications.
• Bilingual English and Spanish communication skills.

Culture & Benefits

• Full-time employment with remote work from the United States.
• Work includes variable shifts covering evenings, weekends, and holidays according to assignment.
• Requires a quiet, private working space and a high-speed internet connection directly connected to a router.
• Inclusive workplace committed to equal employment opportunity and nondiscrimination.