Description Providence is calling an IS Support Specialist who will work remotely within our footprint states AK, OR, MT, TX, WA, or CA. The Digital Access Center Agents provide tier 1 technical and clinical support services to a network of facilities, institutes, hospitals and physicians 24x7. As they do so, they foster and nurture relationships with providers, vendors, and a variety of stakeholders. Technical and clinical support include resolving technical issues (real-time), supporting acute inbound calls and transfers, and providing research for our Virtual Care Digital Health (VCDH) staff. This position is part of the VCDH team, which provides high-touch, personalized assistance to providers and stakeholders at Providence VCDH, Providence Health & Services, Swedish Health Services, and other partners. Essential functions: Develops strong understanding of healthcare services and networks and answers a wide variety of related provider, stakeholder and technical support questions Responds to physician and stakeholder requests via phone, internal communications (Teams), and email Asks probing questions to quickly resolve technical support issues; or immediate escalate to escalation team(s) Leverages EPIC to create patient profiles for acute platforms Serves as the ongoing liaisons for providers as required; Acts as "support liaison" between providers and facilities during acute calls and remains on the line as required to address any technical concerns Creates technical support tickets and provides follow up to completion Leverages online and internal resources as needed to address any technical or clinical request (Google, internal systems, Salesforce etc.) Becomes knowledgeable of VCDH processes and technology, including a phone system, health information system (EPIC), and customer relationship management (CRM) system; SalesForce Performs the work required to provide first call resolution (FCR) to providers' and clinical staff's needs internally Communicates quickly and effectively via phone, e-mail, chat, instant message, etc. Documents all calls to ensure accurate data collection and issue tracking Participates in department continuous quality improvement processes, and takes ownership for ongoing performance development Participates in department continuous quality improvement processes, and takes ownership for ongoing performance development Maintains a sense of pride and ownership for the program and care of each provider or stakeholder Maintaining a positive, empathetic and professional attitude toward customers at all times. Communicates and coordinates with colleagues to get answers or assistance when necessary. Responds promptly to patient and physician office referral requests or inquiries via phone, fax, online Maintains confidentiality of all interactions Other duties as requested Providence caregivers are not simply valued - they're invaluable. Join our team at Providence Strategic And Management Services and thrive in our culture of patient-focused, whole-person care built on understanding, commitment, and mutual respect. Your voice matters here, because we know that to inspire and retain the best people, we must empower them. Required qualifications: Bachelor's Degree Or equivalent educ/experience 2 years of Technical support and customer service experience, preferably in a healthcare environment. 2 years of experience interacting with and engaging customers virtually over the phone. Salary Range by location: NorCal (Napa, Sonoma) Min: $32.58, Max: $50.83 Southern California, NorCal (Humboldt) Alaska (Kodiak, Seward, Valdez) Min: $29.04, Max: $45.30 WA Puget Sound Oregon (Portland) Alaska (Anchorage) Min: $27.86, Max: $43.46 Oregon (Ho