Ontada Help Desk Representative

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care.

What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.

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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