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Location: US-GA-Atlanta

Job Number: 19204646

The Senior.IS Service Center Technician that is responsible for triage of all Tier 2 clinical calls received at the IS Service Center in the Atlanta area.


  • Address immediate needs of customer so they can provide quality clinical care to patients in a professional and courteous manner with the goal of resolving the customer issue at the initial call.

  • Utilize knowledge of Epic and care workflows assist in identification and resolution of application issues; provide just in time training for “how to” type questions to assist customers if needed.

  • Differentiate between issues related to software, hardware or network and determines which issues he/she can resolve and those, which must be escalated to appropriate support personnel.

  • Utilize ticketing system to record details of customer issues, document issue resolution or troubleshooting steps taken for escalation of issues.

  • Maintain and enhance knowledge of Epic and other clinical applications including the development and maintenance of knowledge based resources for resolution of customer issues. Identify trends and make recommendations for targeted training opportunities.

  • Answer IS Service Center phone calls and gather information to determine the issue or problem relevant to Clinical Systems, such as EPIC.

  • Obtains relevant information on caller, i.e., name, department, job, phone number.

  • Communicate to customer what to expect in terms of resolution.

  • Troubleshoot and isolates customer issues utilizing clinical systems and EPIC workflows.

  • Systematically gathers information, sorts through complex issues, seeking input from others as appropriate.

  • Document details concerning the nature, severity, onset and duration of the problem.

  • Address root cause of problems, and obtains consensus where possible.

  • Resolve clinical issues by instructing customer or taking control of the customer’s PC or workstation, or takes other corrective action.

  • Explain corrective action to customer so that customer can make changes necessary.

  • Explain to customer what is needed to fix the problem, then holds the line to allow the customer to opportunity correct the problem.

  • Obtain agreement from customer to allow access to customer’s PC to help identify problem.

  • Investigates possible causes of problem within clinical system workflow.

  • Correct problems within our established First Call resolution SLA. Promptly refers all other issues to appropriate group for resolution

  • Follow up with customer to confirm problem is resolved

  • Maintains documentation on each issue, course of action and status.

  • Log all relevant details concerning each call in tracking system.

  • Document problem resolution steps, including actions taken and call status, for review by others.

  • Escalates issues that are unable to be resolved, within established guidelines, to the appropriate group for proper corrective action

  • Determine appropriate group for escalation.

  • Explain to customer that the call is being referred for assistance.

  • Transfer the incident ticket to the appropriate group

  • Train non-clinical service center team members regarding clinical systems, processes and procedures

  • Assists IS Service Center staff with complex clinical issues.

  • Assist in the creation and maintenance of the IS Service Center Knowledge database


• Skill and ability to communicate effectively both verbally and written.

• Skill and ability to handle multiple priorities and deadlines.

• Ability to work as a member of a team.

• Skill and ability in Microsoft Office applications.


  • Associates Degree healthcare related field or information system field or comparable health care or information systems work experience.


Minimum of four (4) years’ experience in hospital or healthcare system environment with experience supporting, advising or teaching users regarding the proper use of healthcare applications.




  • Credentialed in one or more Epic modules is required. Epic certification is preferred

  • Day Shift - start time 10:00 am - start time could vary

Please apply online, or for immediate consideration, please send your resume to Holly.Christian@CTG.com


CTG (NASDAQ: CTG) provides industry-specific IT services and solutions that address the business needs and challenges of clients in high-growth industries in North America and Western Europe. CTG also provides strategic staffing services for major technology companies and large corporations. Backed by more than 50 years of experience and proprietary methodologies, CTG has a proven track record of reliably delivering high-value, industry-specific staffing services and solutions to its clients. CTG has operations in North America, Western Europe, and India.

CTG's greatest asset is its people, and as such, we are committed to providing employees programs and processes to support their performance, hone their skills, and advance in their careers. This commitment is reflected by CTG being named a Best Places to Work in Healthcare company by Modern Healthcare (2013-2016) in North America, and a Best Workplace in the United Kingdom (2013), Belgium (since 2007), and Luxembourg (since 2011).

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity/Affirmative Action Employer and strong advocate of workforce diversity. Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran.

Job: Healthcare & Hospital Implementations