Service Desk Resource

JOB SUMMARY

The HCHB Resource – Service Desk will be part of the IT/Clinical Applications Resource team and responsible for providing level one and level two support and guidance to end users on HCHB modules and processes, including ancillary products and interfaces related to the EMR platform.

DUTIES & RESPONSIBILITIES

• Partner with the other team members, departments, and business leaders to effectively meet the clinical technology needs of the organization, focusing on the EMR and related applications, interfaces, and platforms.
• Provide functional and technical support regarding HCHB and related applications by troubleshooting issues and providing centralized user support.
• Provide intermittent on-call support in rotation with HCHB Resource team.
• Problem-solves, troubleshoots, and advises on possible courses of action to improve end user utilization of HCHB and related applications.
• Analyze and formulate action plans based off HCHB ticket data.
• Track issues to resolution, including timely follow-up on open tickets.
• Meet daily/weekly/monthly productivity standards to maintain support performance standards.
• Develops and implements HCHB related processes and related documents/forms.
• Ability to prioritize workload and execute tasks independently, providing timely follow-up and resolution, and ability to meet changing needs.
• Provide on-site support to operating entities if needed for acquisitions; travel may be required.

The above statements are only meant to be a representative summary of the major duties and responsibilities performed by incumbents of this job. The incumbents may be requested to perform job-related tasks other than those stated in this description.

JOB REQUIREMENTS (Education, Experience, Knowledge, Skills & Abilities)

• 1+ years general customer support, training, implementation, project management, or clinical application user experience
• Strong problem solving, troubleshooting, and analytical skills.

The employer for this position is stated in the job posting. The Pennant Group, Inc. is a holding company of independent operating subsidiaries that provide healthcare services through home health and hospice agencies and senior living communities located throughout the US. Each of these businesses is operated by a separate, independent operating subsidiary that has its own management, employees and assets. More information about The Pennant Group, Inc. is available at http://www.pennantgroup.com.