Appl Spec/Assoc/Call Back CAST Virtual Support Full Time

Appl Spec/Assoc/Call Back – CAST Virtual Support

Date: Jun 17, 2020
Location: Charlotte, NC, US, 28204
Company: Atrium Health

Job Req ID:
Position Number:
Employment Type: Full Time
Shift: Day
Shift Details: Variable
Standard Hours: 40.00
Department Name: IAS CAST Team
Location: Corporate Operations
Location Details: IAS Data Center
Our mission remains the same: to improve health, elevate hope and advance healing – for all. The name Atrium Health allows us to grow beyond our current walls and geographical borders to impact as many lives as possible and deliver solutions that help communities thrive. For more information, please visit

Job Summary
Assists in research and fact-finding to develop or modify information systems. Prepares detailed specification from which programs will be written. Codes, tests, debugs, documents, and maintains those programs.

Essential Functions

Answers, evaluates and prioritizes incoming telephone calls in a call center from providers and clinical staff experiencing problems with clinical software and hardware.

Handles problem recognition, research, isolation, resolution, and follow-up for clinical software incidents, voicemail, email, and online requests.

Identify, analyze, and interpret clinical software and computer problems, and communicate them to providers and clinical staff.

Must be able to properly prioritize and escalate unresolved issues to other senior team members and other teams in IAS.

Must be able to meet average talk time goals and maintain first call resolution goals.

Maintains excellent customer relationships.

Demonstrate excellent oral and written communication skills.

Must effectively present information and respond to questions from customers.

Experience resolving complex problems with a variety of variables and processes.

Assist with maintaining knowledge of Atrium Health standard hardware, software and supported vendors.

Must be familiar with helpdesk ticketing systems such as ServiceNow.

Must be familiar with a variety of operating systems; Windows, macOS, iOS, iPadOS, AndroidOS.

Must be able to work with Microsoft Office 365; Word, Excel, PowerPoint, Outlook, Skype, SharePoint and Teams.

Must be available to work mornings, afternoons, weekends, some holidays, upgrade events and during inclement weather events as this department is considered essential staffing.

Physical Requirements
Must be able to lift objects that weigh up to 35 lbs. Each employee has the responsibility to work in a safe manner. Environment is subject to high-level visibility through verbal and written communications with senior hospital management, associated project deadlines, personnel evaluation, and counseling. Must be available for on-call support on a regular basis. Due to project requirements, overtime will be required, as needed.

Education, Experience and Certifications
High School Diploma or GED required; Bachelors Degree in Computer Science, Business Administration, or related field preferred. Experience with Microsoft Office and Information Systems preferred. Communicates proactively, cooperatively, and constructively.

At Atrium Health, our patients, communities and teammates are at the center of everything we do. Our commitment to diversity and inclusion allows us to deliver care that is superior in quality and compassion across our network of more than 900 care locations.

As a leading, innovative health system, we promote an environment where differences are valued and integrated into our workforce. Our culture of inclusion and cultural competence allows us to achieve our goals and deliver the best possible experience to patients and the communities we serve.

Posting Notes: Not Applicable
Atrium Health is an EOE/AA Employer

Nearest Major Market: Charlotte
Job Segment: Developer, Information Systems, Computer Science, Data Center, Technology, Research

Resume Library