Tier 1 Service Desk Agent-Remote - (Brentwood, Tennessee, United States)
Location: Brentwood, Tennessee
Internal Number: 42930966704
Healthcare Without Rival Premise Health is the world's leading direct healthcare provider and one of the largest digital providers in the country, serving over 11 million eligible lives across more than 2,500 of the largest commercial and municipal employers in the U.S. Premise partners with its clients to offer fully connected care – in-person and in the digital environment. It operates more than 800 onsite and nearsite wellness centers in 45 states and Guam, delivering care through the Digital Wellness Center and onsite, nearsite, mobile, and event solutions.
Premise delivers value by simplifying complexity and breaking down barriers to give diverse member populations access to convenient, integrated, high-quality care. We offer more than 30 products, delivering the breadth and depth of care required to serve organizations' total populations. The result is healthcare that meets the needs of members and their families, helping them live healthier while lowering costs for organizations.
Premise offers a wide range of dynamic, purpose-driven career opportunities. We are currently looking for a Tier 1 Service Desk Agent to join our team remotely.
About the role: The Tier 1 Service Desk Agent is responsible resolving information technology related issues and troubleshooting registration problems for our client’s patients. The Tier 1 Service Desk Agent provides high quality customer service to the organization’s clients. The Tier 1 Service Desk Agent reports to the Manager of User Support.
Responsible for taking inbound emails via the organization’s incident management software (ServiceNow) and providing support to corporate clients’ patients registration and access to the organization’s patient portal (MyChart and PDHI). These support efforts will often require the scheduling of a telephone call with the patient to complete the support effort. (90%)
Responsible for assessing, resolving and escalating inbound CRM’s (Customer Support Messages) via the Epic MyChart portal. (5%)
Responsible for escalated support initiatives for routine support/maintenance as assigned by the CAD – MyChart management team. (3%)
Performs other duties as assigned (2%)
Associates Degree in Computer Science is preferred or related field experience.
2-4 years of experience in a technical support services role
Experience supporting a multi-site organization a plus
Must have positive customer relations/service experience
Must be able to function in a fast paced, multi-tasking environment
Must be able to demonstrate strong interpersonal and communication skills
Work-life balance is at the foundation of how decisions are made and where Premise is headed. We can only help people get, stay, and be well if we do the same for ourselves. In addition to competitive pay, Premise offers benefits packages including medical, dental, vision, life insurance, 401(k), paid holidays and vacation time, a company-sponsored wellness program, and much more our talent acquisition team will be happy to share with you.
Premise Health is an equal opportunity employer; we value inclusion, and we do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.
To support Premise Health’s commitment to the safety, health and wellbeing of our team members, clients and patients, Premise Health encourages all new team members to be fully vaccinated and up to date with a COVID-19 vaccine. Where applicable state or local laws or a client require, individuals who are offered and accept a position with Premise Health will be required to provide proof of vaccination in the form of a CDC vaccination card as part of the pre-employment onboarding process. *Except where a reasonable medical or religious accommodation can be granted.