Job Description

Business Unit

Help Desk

• Serve as the first line investigate and resolve client problems received via phone, ticket or other electronic means
• Recognize when to escalate issues by using applicable monitoring and troubleshooting tools
• Provide exceptional customer service in person, via phone and email, as appropriate
• Perform troubleshooting investigations reviewing front-end applications by gathering information, using troubleshooting tools, shadowing end users, and testing workflows internally and externally
• Research and use a knowledge base of information to quickly understand and diagnose issues
• Adhere to policies and procedures including HIPAA, PECA, CHIA, and client notification requirements

People Management Responsibilities (for associates with one or more direct reports):

• Seek to understand disagreements, ensure all perspectives are heard and facilitate a plan for resolution.
• Delegate the work appropriately, provide clear expectations and follow up to ensure progress and overcome roadblocks. Identify associates and team priorities based on business direction and adjust when needed.
• Lead by example and share knowledge and experiences with associates and team. Create a respectful work environment where you advocate for your team, create accountability and recognize accomplishments.
• Provide timely feedback to encourage success, ensure accountability and connect opportunities for your associates\' development.
• Identify the right talent to achieve the desired results. Promote and build a diverse and cohesive team to accomplish objectives and align associates\' skills to fill gaps.

Org

Mgd Svcs - AMS

Additional Information

All employees must be legally authorized to work in the country where the position is located. Work visa sponsorship is not available for this position.

Career Level

Professional

Company Overview

Cerner is a place where people are encouraged to innovate with confidence and focus on what is important - people\'s health and the care they receive. We are transforming health care by developing tools and technologies that make it more efficient for care providers and patients to navigate the complexity of our health. From single offices to entire countries, Cerner solutions are licensed at more than 25,000 facilities in over 35 countries.

Cerner\'s policy is to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category. Cerner is proud to be a drug-free workplace.

Org Unit

Global Services

Qualifications

Basic Qualifications

• At least 4 years total combined related work experience and completed higher education
• High School Diploma

Preferred Qualifications

• Bachelor\'s degree or equivalent relevant work experience

Expectations

• Perform other responsibilities as assigned
• Willing to work additional or irregular hours as needed and allowed by local regulations
• Work in accordance with corporate and organizational security policies and procedures, understand personal role in safeguarding corporate and client assets, and take appropriate action to prevent and report any compromises of security within scope of position

Associate Type

Regular

Job Level

Operational 2

Working Environment

Onsite: No Relocation Assistance Offered

Job Function

Support Services & Operations

Government Job

NO

Working Environment Description

This position offers an Onsite working environment. Meaning you will primarily work in a Cerner office or client site. If your current geographical location requires relocating, Cerner will not offer relocation assistance to the specified location. #LI-Onsite

Cerner