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Providence Digital Access Center Agent PSJH in Seattle, Washington


Providence St. Joseph Health is calling a Digital Access Center Agent PSJH to our location in Seattle, WA.

Are you interested in innovation and excited by enhancing healthcare? If so, we want you.

We are seeking a Digital Access Center Agent PSJH who will provide 24x7 tier 1 technical and clinical support services to a network of facilities, institutes, hospitals, and physicians.

As a member of the DAC, you will 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 Telehealth clinical staff. This position is part of the Enterprise Telehealth department, which provides high-touch, personalized assistance to providers and stakeholders across Providence St. Joseph Health regions and provider networks.The Caregiver performs all duties in a manner that promotes Providence St. Joseph Health's mission, values, and philosophy. In all aspects, he/she serves as a role model for the values and mission of the organization.

In this position you will have the following responsibilities:

  • 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 (MS Teams), and email.

  • Asks probing questions to quickly resolve technical support issues; or immediately escalate to escalation team(s).

  • Leverages Epic to create patient profiles for acute platforms.

  • Acts as "support liaison" between providers and facilities during acute calls and remains on the line as required to address any technical concerns.

  • Serves as the ongoing liaisons for providers as required.

  • 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 DAC processes and technology, including a phone system, health information system (Epic), and customer relationship management (CRM) system, etc.

  • Performs the work required to provide first call resolution (FCR) to providers' and clinical staff's needs internally.

  • Communicates 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.

  • 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 stakeholders always.

  • 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.

  • Willingness to a winning and respectful attitude during both challenging and ideal circumstances.

  • Other duties as requested.


Required qualifications for this position include:

  • Bachelor's Degree or equivalent education/experience.

  • 2 years’ experience interacting with and engaging customers and providing top-notch customer service.

Preferred qualifications for this position include:

  • 2 years technical support experience, preferably in a health care environment.

About the department you will serve.

Providence Shared Services provides a variety of functional and system support services for our Providence family of organizations across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.

For information on our comprehensive range of benefits, visit:

Our Mission

As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.

About Us

Providence is a comprehensive not-for-profit network of hospitals, care centers, health plans, physicians, clinics, home health care and services continuing a more than 100-year tradition of serving the poor and vulnerable. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.

Schedule: Full-time

Shift: Night

Job Category: IT Operations and Support

Location: Washington-Seattle

Req ID: 289363