Clinical Service Desk Associate

About the role

A Clinical Service Desk Associate provides technical and application support to healthcare professionals and other end users, resolving inquiries and incidents related to Electronic Health Record (EHR) systems, user access, clinical workflows and other technical issues. The position is full-time and onsite in Heredia, Costa Rica.

Key responsibilities

• Provide technical and application support by phone, email or ticketing systems.
• Help users with EHR applications, login issues, access requests and clinical workflows.
• Own assigned incidents and service requests, following up until resolved.
• Document incidents, requests, troubleshooting steps and resolutions in the ticketing system.
• Troubleshoot using established procedures, documentation and knowledge resources.
• Meet performance, quality, productivity and service-level standards.
• Protect confidential information and comply with patient data policies.
• Take part in training on healthcare technologies and applications.
• Collaborate with the team to find recurring issues and improve support.

Required profile

• Education in Information Technology or a related field.
• 1-2 years of experience in help desk, application or technical support.
• Previous healthcare industry experience preferred; knowledge of hospital operations or clinical workflows is a plus.
• Familiarity with EHR systems is a plus.

Required skills

• Strong verbal and written communication and customer service.
• Problem-solving and technical aptitude, with quick learning of new technologies.
• Attention to detail, organization, independent and collaborative work.