Insight Global is looking to hire Service Desk Consultants for a large healthcare client transitioning from legacy systems to the new province-wide Oracle Health CIS (Cerner Millennium).
The primary responsibilities will include providing tier 2 telephone or computer support to healthcare operations centers, providers, and clinicians specifically operating bedside medical devices (Anesthesia units, Fetal Monitoring systems, Infusion Management, Patient Monitors, Renal dialysis, Ventilators). Medical devices are used by clinicians in the support of patient care. Medical device interoperability enables clinicians to improve patient care by connecting and integrating medical devices that can share patient data with the Clinical Information System (CIS). Integrating medical devices will improve clinical workflow, data quality, and enhance clinical decision support and patient safety.
Bedside Medical Device Integration, or BMDI, facilitates connectivity of bedside medical devices to the CIS, allowing the automatic upload of patient data from bedside medical devices (equipment attached to a patient, such as physiological monitors, anesthesia machines, fetal monitors) directly into the electronic patient record within the CIS.
The benefits include timely access to realtime data; improved accuracy of data; improved clinical decisionmaking; reduced duplication of data; ability to trend and monitor patients remotely; reduced paper charting and associated costs (storage and scanning); and safer patient transitions.
The support consultants will respond to internal full-time employees and clinicians using various devices, handling an estimated volume of 10-30 tickets daily.
You will support medical device integration using IBUS (CareAware) software and possess strong knowledge of IT infrastructure.
Each team member should be very resolution focused, offering a complete solution to any internal stakeholder with white glove service and professional follow-up. Each Support Consultant will also be trained on the complex, multiple systems that are used but should feel confident in their ability to adopt new software quickly. The candidates joining the team will receive thorough training and development so it's essential that each person is committed to the duration of the contract and eager to join a growing team and a fast moving project.
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
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- Previous experience in customer service and energetic/professional phone presence
- Ability to learn quickly and adopt new software
- Follow call handling best practices to deliver service excellence
- Resolve inbound service requests from internal stakeholders via direct phone call or utilizing
IFS Assyst (IT service management software)
Strong work ethic, organizational and communication skills
- Working knowledge or past work experience using Oracle Cerner
Experience/knowledge using CareAware products (iBus or iCommand or indus)
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.