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As the Ontada Help Desk Representative, you are the first point of contact for clinicians and technology teams, deliver support for electronic health record, clinical decision, and interface technology. Representatives must act quickly to analyze incidents and determine if a solution is available, or, escalate to the appropriate point of contact. They may implement work-around solutions while providing progress updates. Representatives must note all details, including observations, diagnoses, and action steps within a ticketing system.

Shift Details

Shift rotation, Monday – Friday, 6:00am - 6:00pm Central

On-call rotation Monday – Monday, 6:00pm – 6:00am Central

Key Responsibilities

Provide first-line, world-class, “white-glove”, customer service experiences in a call center environment.

Develop a thorough understanding of patient-centered oncology care, electronic health record and clinical decision workflows

Providing first line application and technical support to Ontada customers

Assist internal and external customers by phone, email, chat and/or using a ticket management system

Create a ticket for each customer-interaction or update existing ticket for customer follow-up

Quickly and accurately determine incident scope and impact

Document all incident details including a thorough description, steps taken to troubleshoot, record type classification, and escalation of issues to Tier 2 and Tier 3 support teams

Leverage knowledge base, help menu and other tools to support customers in a consistent manner

Follow up on incidents with customers and internal teams until the incident is resolved

Maintain key performance indicators including, but not limited to, availability, timeliness to answer, timeliness to resolve, quality interaction and customer satisfaction

Additional Responsibilities

Support clinical applications on various OS and Devices - computers, laptops, tablets, smart phones

Follow up on incidents and service requests at pre-defined intervals until resolved

Drive collaboration across internal and external customer service teams including practice IT, vendors, and other escalation points until the incident is resolved

Facilitate troubleshooting of application issues and contribute to the creation of easy-to-follow knowledge base articles on findings

Develop an awareness on how the patient portal integrates with other healthcare technology solutions

Minimum Requirement

Typically requires 1+ years of related experience.

Education

Highschool Diploma

Critical Skills

Commitment to McKesson’s I2CARE and ILEAD Shared Principals

Commitment to Ontada Culture

Excellent customer service skills

Exceptional written and verbal communication and organizational skills

Ability to communicate technical issues to non-technical personnel

Remain graceful and tactful under pressure, demonstrating patience, composure, and professionalism

Superior attention to detail and ability to prioritize incidents in a fast-paced environment, ensuring adherence to all deadlines

Ability to exercise sound critical thinking and problem-solving skills, executing responsibilities with minimal guidance

Experience using, implementing, or supporting clinical workflow in electronic health record applications and other clinical systems

Typing speed of 60+ WPM

Additional Skills

Basic operating system, desktop, and networking knowledge desirable

Experience providing customer support by phone, email, chat, and/or using a ticket management system

Professional appearance and ability to interact in a variety of situations to include business development, customer service, orientations, and training

Effective communication skills and the ability to present information in one-on-one and small groups to clients, team members and executive leadership

Bilingual English / Spanish, complete comprehension, literacy, and fluency in both languages

High Energy and self-motivated to produce quality solutions

In-the-field healthcare experience highly desired

Physical Requirements

General Office Demands

Up to 10% Travel to customer sites for implementation assistance and training opportunities

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.

Our Base Pay Range for this position

McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

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