Job Description

City/State

Norfolk, VA

Work Shift

First (Days)

The Physician Support Analyst is responsible for handling inbound customer calls while also analyzing call trends, delivering high-quality technical support and service.

This role is call center-based, providing remote technical support for software, and network-related issues through inbound and outbound calls, with a heavy focus on inbound volume supporting providers, external practices’ staff, and medical students.

The analyst will be responsible for troubleshooting and resolving technical problems, documenting support activity, escalating complex issues, and providing user-friendly guidance to non-technical users. In addition, they will analyze system performance and proactively identify any potential issues.

The ideal candidate will have a strong customer service mindset, effective communication skills, and the ability to work independently and collaboratively in a fast-paced support environment.

The shift rotates weekly between 7:30 am – 5 pm EST, 5 days a week.

Education

• Bachelor’s Degree Preferred
• Experience in lieu of Bachelor’s Degree - 5+ years of relevant experience without a degree

Certification/Licensure

• No specific certification or licensure requirements

Experience

• 3+ years of relevant experience with a degree
• Experience providing technical support in a call center environment
• Strong troubleshooting skills for hardware, software, and basic networking issues
• Ability to clearly explain technical solutions to non-technical users
• Proficiency in documenting tickets, solving complex issues and escalating issues when needed
• Customer-focused with the ability to handle high-volume inbound calls

Benefits: Caring For Your Family and Your Career• Medical, Dental, Vision plans• Adoption, Fertility and Surrogacy Reimbursement up to $10,000• Paid Time Off and Sick Leave• Paid Parental & Family Caregiver Leave • Emergency Backup Care• Long-Term, Short-Term Disability, and Critical Illness plans• Life Insurance• 401k/403B with Employer Match• Tuition Assistance – $5,250/year and discounted educational opportunities through Guild Education• Student Debt Pay Down – $10,000• Reimbursement for certifications and free access to complete CEUs and professional development•Pet Insurance
•Legal Resources Plan
•Colleagues have the opportunity to earn an annual discretionary bonus if established system and employee eligibility criteria is met.

Sentara Health is an equal opportunity employer and prides itself on the diversity and inclusiveness of its close to an almost 30,000-member workforce. Diversity, inclusion, and belonging is a guiding principle of the organization to ensure its workforce reflects the communities it serves.

In support of our mission “to improve health every day,” this is a tobacco-free environment.

For positions that are available as remote work,Sentara Health employs associates in the following states:

Alabama, Delaware, Florida, Georgia, Idaho, Indiana, Kansas, Louisiana, Maine, Maryland, Minnesota, Nebraska, Nevada, New Hampshire, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Washington, West Virginia, Wisconsin, and Wyoming.