Jobs

Clinical Agent

Role Summary

Provides technical and procedural guidance in activities associated with the identification, prioritization, and resolution of reported problems, or requests for assistance with multi- disciplinary documentation and/or order entry functions by Nurses, Physicians and or other caregivers via telephone. Activities include recognition, research, isolation, resolution, and follow-up steps. Screens, refers, and diagnoses internal inquiries as they relate to the process of utilizing multi-disciplinary documentation and order entry software in accordance with the hospital’s utilizing experience and understanding of "Client" environment. May prepare help desk incident reports Involves use of problem management database and help desk system.

Profile Level

Typically, the clinical agent acts as a liaison between customer and departments within the organization, to lead problem resolution and ensure that problems are resolved in a accurate and timely manner. Works to ensure maximum uptime for end users and rapid response to clientele who are in the process of providing direct patient care. In addition to performing regular help desk duties, may act as team lead responsible for supervising, mentoring or training lower level team members. This is considered the most senior level help desk position. Requires 1-2+ years of experience in a acute care processes and use of application software to perform these care processes or an equivalent combination of education and experience. Knowledge of specialized software, basic care workflow principles, theories, concepts, and technologies may be required in these positions. Provides training to less-experienced members of team. The Specialist is the top level of problem resolution for help desk issues.

Typical Duties

• Interacts with end users as they request assistance with new enhancements and using all appropriate communication tools as well as providing support for existing system procedures.
• Classifies problems as system, training, or process and resolves or recommends corrections.
• Maintains a good level of expertise with appropriate system documentation tools.

Specialty Skill

• The Clinical Help desk agent requires knowledge of acute care processes, clinical application knowledge and the ability to interact with healthcare professionals such as physicians and nurses who have limited time to interact with an agent, and an inability to outline detailed information due to time constraints.
• The Clinical Help desk agent must be knowledgeable in using remote desktop control software such as SMS and Marimba to control a user’s desktop to perform rapid and effective diagnosis of the end users issue and to aid in illustrating resolution to the end user.

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