Healthcare Administrator / Medical Front Desk Receptionist
Location: Texas (100% Remote)
Duration: 1 year (High possibility of extension)
Category: Technical Services, Help Desk and Operations
Experience : Minimum 12+ Years
Must: Candidates Must Have Strong Healthcare Background
NOTES :
• Client is Looking Local to Texas / Austin Texas Candidates Only
• Candidate Must Have Medicare or Medicaid Experience
• Take calls (incidents and requests for information) from external users (mostly medical providers) = This is Main Responsibility
• Resolve incidents according to documented processes and procedures if possible. Otherwise, route to appropriate program and/or IT support organizations. Document actions taken.
• Propose updates to process and procedures documentation to ensure future calls can be handled more efficiently.
• Monitor open tickets and escalate as necessary to ensure resolution within agreed-upon service levels.
Job Details :
Acts as the technical team lead for the client IT Service Desk as a Service, supporting the external users of computer systems through a help desk structure that spans the range from providing first-line assistance for operational problems of agency information technology systems through collaborating with multiple IT support organizations and program policy sections to research and resolve more difficult and complex problems. Monitors performance of vendor-provided staff and/or vendor-managed services; collects data to analyze performance against service level agreements; enforces guidelines, procedures, and policies; participates in bringing new programs into the Service Desk as a Service structure; assigns work to others and monitors its quality and completeness. Works under minimal supervision, with extensive latitude for the use of initiative and independent judgment.
II. CANDIDATE SKILLS AND QUALIFICATIONS
- Leadership of a help desk / service desk
- Experience developing process / training documentation
- Experience researching and resolving escalated problems, including the most complex and/or critical customer issues.
- Experience gathering and analyzing performance metrics
- Ability to guide knowledge transfer as staff roll off and on the service desk