Clinical Applications - Service Desk

About the role

Pennant Services is one of the most dynamic and progressive companies in the rapidly expanding senior living, home health, hospice, and home care industries. Affiliates of Pennant Services now operate 250 senior living, home health, hospice and home care operations across the United States! These operations have no corporate headquarters or traditional management hierarchy. Instead, they operate independently with support from the "Service Center," a world-class service team that provides the centralized clinical, legal, risk management, HR, training, accounting, IT, and other resources necessary to allow on-site leaders and caregivers to focus squarely on day-to-day care and business issues in their agencies. Something else that sets us apart from other companies is the quality of our most valuable resources - our people! We are dedicated to living out our culture as defined by our core values, "CAPLICO": C ustomer Second, A ccountability. P assion for Learning, L ove One Another, I ntelligent Risk Taking, C elebrate, O wnership. By incorporating these principles at all levels of our organization, our employees feel valued and excited about their impact on our service center team members and operational partners. Our culture fosters excellence both personally and professionally and promotes development that leads to continued success. The Clinical Applications Service Desk Resource role is designed to support the use of clinical applications within our healthcare organization, helping operations utilize systems and identify and correct issues in a timely manner. The Service Desk Resource will ensure the efficient and effective resolution of user issues, manage and maintain proactive support and self-support tools, provide guidance and training to staff, and maintain excellent customer service standards.

Responsibilities

• Customer Service : Ensure high levels of customer satisfaction by maintaining clear and effective communication with agency staff, resources, and other stakeholders.
• Process Improvement : Develop and implement strategies to improve service desk efficiency and effectiveness. Monitor and analyze metrics to identify areas for improvement. Maintain comprehensive documentation of help desk processes, procedures, and resolutions.
• Performance Monitoring : Monitor application performance, usage, and user reports to identify and resolve issues that impact daily operations.
• Security Management : Implement and enforce security measures to protect applications and data from unauthorized access. Execute SOP's consistently to ensure compliance with user account management, access, and usage policies and procedures.
• Compliance & Best Practices : Ensure all service desk activities comply with relevant regulations, policies, and standards. Stay updated with industry trends, new technologies, and best practices to continually enhance service desk operations.
• Training & Support : Coordinate and provide training for internal team and end-users on clinical applications and related technologies. Identify support trends and recurring issues in local operations to create education and self-support options for resolution.
• JOB REQUIREMENTS
• 1+ years of general customer support, training, implementation, project management, or clinical application user experience in eClinicalWorks.
• Additional experience with Homecare Homebase, Forcura, Waystar, Medalogix, NVOQ, supply interfaces, medication interfaces, or other clinical applications is a plus.
• Strong problem-solving, troubleshooting, and analytical skills.
• Additional Information

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