EHR Help Desk Support Trainer (3 years experience needed)

About Us Element by Arkhe’ is a fast growing clinically integrated network (or CIN) headquartered in Charlotte, NC & created to support historically underutilized providers. A clinically integrated network (CIN) is a group of healthcare providers that work together to coordinate and improve the quality of care & reduce the cost for their patients. We are looking for: If you are a dedicated professional committed to providing high-quality, affordable access to mental health to the underserved, If you are a compassionate and experienced professional eager to make a difference and You Are a professional looking to be part of a valued community resource that supports our members through an industry evolution that focuses on improving patient outcomes while reducing costs. "WE ENCOURAGE YOU TO APPLY TODAY! The Electronic Health Records (EHR) Help Desk Support and Services Team Member supports Element by Arkhe’ by being the liaison between our company and its current and potential customers. The role of each EHR Team Member is to handle high volume incoming phone calls while adhering to the quality of standards, by accepting ownership for effectively solving customer issues, complaints, and inquiries, and by keeping customer satisfaction at the core of every decision and behavior. Duties and Responsibilities: This is more than just a help desk job reading off a script to resolve a particular problem. The ideal candidate MUST have minimum basic telephony, software installation and knowledge of behavior and mental health industry knowledge to fill this role. Prior experience in a help desk position is a positive. Participate in the resolution of end users desktop computer issues that may include installing software and educating our members on how to use the software, liaise with third-party software/hardware vendors for problem resolution, and rollout of new software packages, and upgrades. Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns. Perform troubleshooting and problem resolution for IT software issues such as software, telecommunication, business application, customer connectivity, etc. Identifies, investigates, and resolves users’ problems with our propriatary software. Consults with users to determine steps and procedures taken to identify and resolve the problem. Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions. Maintain current understanding of current and potential customer needs and frustrations. Log information into CRM. Look for sales opportunities. Inform providers about other services and products offered by Element or our sister companies. Collaborates with other staff to research and resolve problems. Collaborates with programmers to explain errors and/or recommend modifications in programs. Maintains knowledge of technology innovations and trends. May involve monitor, support, and troubleshoot operating issues involving failures, degradation, and event correlation using various software and hardware monitoring tools. Maintains strict confidentiality of client information and records without exception. Note: We do NOT provide technical support for computers, laptops or networks, this skill set is not applicable for this position. This is more than just a help desk job reading off a script to resolve a particular problem. The ideal candidate MUST have some minimum basic telephony, software installation and general behavior and mental health industry knowledge to fill this role. Prior experience in a help desk position is a positive. Technical skills and abilities: Ability to explain technical issues to technical and nontechnical employees and customers. Calmly work with difficult customers and diffuse frustrating situations. Proficient with Microsoft Office Suite, CRM, CMIS, EHR, or related software. Proficient with or the ability to quickly learn an array of computer hardware and software. Excellent verbal and written communication skills. Excellent interpersonal and customer service skills. Ability to accurately handle 50+ calls per day. Must have the ability to accurately type at least 32 words per minute. Collaborate with others to prioritize work and meet deadlines. Character Skills Professional and pleasant telephone manner. Demonstrated ability to remain positive and courteous throughout your shift. Possess clarity surrounding cultural sensitivity and professional boundaries. Eye for detail Strong analytical and problem-solving skills. Time Management -agents can organize their duties, make a detailed to-do list and know how to multitask in order to meet quotas. Ability to adapt and multi-task to support incoming calls, email, chat, etc. Adapt quickly to understand key terms and phrases to apply appropriate troubleshooting techniques. Physical Attributes and requirements Lift 15 lbs. Able to sit at a desk or working on a computer for long periods of time. Minimum Requirements: * Bachelor's degree or 4 years experience in a similar role. Element Health Consortium is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, Job Type: Full-time Pay: $20.00 - $30.00 per hour Expected hours: No less than 40 per week Work Location: In person