Service Desk Specialist

This position is responsible for providing technical and operational support to Signify Health’s Clinician Network (Providers) and Signify Health’s employee groups. Our clinician network includes healthcare professionals (Nurse Practitioners, Doctors, etc) that provide home healthcare services. Providers leverage our Signify Health mobile application to host medical screenings, assign and regulate medications, and schedule and capture patient information during appointments. You will be the First Point of Contact for our external providers and our internal Signify Health employees.

This role requires a customer first mindset when interacting with all end users.

This role will report to our Service Desk Supervisor

What will you do?

• Day to day technical and application support for external clinician network and internal Signify Health employees
• Customer engagement via ticketing system, inbound and outbound, and email channels
• Resolve iOS and Signify Application related issues.
• Resolve basic ADP, OKTA and other application issues. Basic MacOS, Windows OS devices for external provider Signify Health employees
• Respond, coordinate, and monitor hardware fulfillment requests for iPad and peripherals
• Escalate and manage tickets transferred to other departments
• Keep customers and tickets documentation up to date
• Respond to customer questions and as needed guide customer to resolution
• Follow up with customers on unresolved issues for reopened tickets and callbacks
• Actively demonstrates teamwork at all times by collaborating on ad hoc projects
• Ability to work occasional overtime, weekend, and holidays

We are looking for someone with:

• High School Diploma or equivalent.
• Minimum 1 to 2 years of successful work with technical support in a helpdesk environment
• ‘Customer First’ Mindset and Collaborative
• Experience supporting Windows OS / Hardware, Apple iOS/ Software / iPad hardware via phone and email
• Proven analytical and problem-solving abilities
• Experience with Helpdesk ticketing systems
• Strong customer service skills (Written and verbal)
• Experience with web-based applications and mobile device management tools (Google Workspace, Slack, MaaS360, Workspace One) preferred

The base salary hiring range for this position is $16.00 to $28.00. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits.
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  Eligible employees may enroll in a full range of medical, dental, and vision benefits, 401(k) retirement savings plan, and an Employee Stock Purchase Plan.  We also offer education assistance, free development courses, paid time off programs, paid holidays, a CVS store discount, and discount programs with participating partners.  

About Us:

Signify Health is helping build the healthcare system we all want to experience by transforming the home into the healthcare hub. We coordinate care holistically across individuals’ clinical, social, and behavioral needs so they can enjoy more healthy days at home. By building strong connections to primary care providers and community resources, we’re able to close critical care and social gaps, as well as manage risk for individuals who need help the most. This leads to better outcomes and a better experience for everyone involved.

Our high-performance networks are powered by more than 9,000 mobile doctors and nurses covering every county in the U.S., 3,500 healthcare providers and facilities in value-based arrangements, and hundreds of community-based organizations. Signify’s intelligent technology and decision-support services enable these resources to radically simplify care coordination for more than 1.5 million individuals each year while helping payers and providers more effectively implement value-based care programs.

To learn more about how we’re driving outcomes and making healthcare work better, please visit us at www.signifyhealth.com

Diversity and Inclusion are core values at Signify Health, and fostering a workplace culture reflective of that is critical to our continued success as an organization.

We are committed to equal employment opportunities for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.