Sr. Representative Service Desk

Thank you for considering a career at Ensemble Health Partners!

Ensemble Health Partners is a leading provider of technology-enabled revenue cycle management solutions for health systems including hospitals and affiliated physician groups. They offer end-to-end revenue cycle solutions as well as a comprehensive suite of point solutions to clients across the country.

Ensemble keeps communities healthy by keeping hospitals healthy. We recognize that healthcare requires a human touch and we believe that every touch should be meaningful. This is why our people are the most important part of who we are. By empowering them to challenge the status quo we know they will be the difference!

O.N.E Purpose:

• Customer Obsession:Consistently provide exceptional experiences for our clients patients and colleagues by understanding their needs and exceeding their expectations.

• Embracing New Ideas:Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation.

• Striving for Excellence:Execute at a high level by demonstrating our Best in KLAS Ensemble Difference Principles and consistently delivering outstanding results.

The Opportunity:

We are looking for a Senior Representative Service Desk who is passionate about delivering exceptional customer experience and supporting end users in a fastpaced servicedriven this role you will provide advanced technical support act as a trusted escalation resource and help guide and mentor Service Desk team members.

This position is ideal for someone who enjoys solving complex problems collaborating across teams and making a meaningful impact by keeping technology running smoothly for the organization.

What You will Do

• Provide technical support to end users via phone and remote tools resolving complex or highimpact issues with professionalism and care.
• Serve as an escalation point for Service Desk agents offering realtime guidance and troubleshooting support.
• Ensure incidents are accurately documented prioritized and resolved in accordance with established standards.
• Proactively identify recurring issues or trends and partner with leadership and technical teams to address root causes
• Support major incident response efforts by assisting with coordination communication and followup activities.
• Mentor and support Service Desk agents through coaching knowledge sharing and modeling best practices.
• Assist with onboarding and training of new team members.
• Contribute to knowledge base articles documentation and continuous improvement initiatives.
• Partner with leadership on reporting audits and special projects that improve service quality and efficiency.

What You Bring

• 35 years of experience in a Service Desk Help Desk or IT support role preferably in a callcenter or enterprise environment
• Strong troubleshooting skills across enduser devices applications and accessrelated issues
• Proven experience handling escalations and complex technical problems
• Excellent verbal and written communication skills with a customerfirst mindset
• Ability to stay organized prioritize effectively and work calmly under pressure.
• Experience mentoring or supporting peers in a senior or lead capacity is a plus.

Preferred Experience

• Experience with IT Service Management (ITSM) tools such as ServiceNow
• Experience working in a phonebased support environment with sustained call volume.
• Healthcare or regulatedenvironment IT experience is a plus.

Why You Love Working Here

• Be part of a collaborative supportive team that values accountability and continuous improvement.
• Opportunity to make a real impact by improving the technology experience for end users.
• Exposure to a wide range of systems teams and initiatives
• A culture that values professionalism trust and doing the right thing.

Equal Opportunity Employer

We are committed to creating an inclusive environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion gender sexual orientation gender identity national origin disability or veteran status.

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Join an award-winning company

Five-time winner of Best in KLAS

Black Book Researchs Top Revenue Cycle Management Outsourcing Solution 2021-2024

22 Healthcare Financial Management Association (HFMA) MAP Awards for High Performance in Revenue Cycle 2019-2024

Leader in Everest Groups RCM Operations PEAK Matrix Assessment 2024

Clarivate Healthcare Business Insights (HBI) Revenue Cycle Awards for strong performance-2023

Energage Top Workplaces USA 2022-2024

Fortune Media Best Workplaces in Healthcare 2024

Monster Top Workplace for Remote Work 2024

Great Place to Work certified 2023-2024

• Innovation

• Work-Life Flexibility

• Leadership

• Purpose Values

Bottom line we believe in empowering people and giving them the tools and resources needed to thrive. A few of those include:

• Associate Benefits We offer a comprehensive benefits package designed to support the physical emotional and financial health of you and your family including healthcare time off retirement and well-being programs.
• Our Culture Ensemble is a place where associates can do their best work and be their best selves. We put people first last and always. Our culture is rooted in collaboration growth and innovation.
• Growth We invest in your professional development. Each associate will earn a professional certification relevant to their field and can obtain tuition reimbursement.
• Recognition We offer quarterly and annual incentive programs for all employees who go beyond and keep raising the bar for themselves and the company.

Ensemble Health Partners is an equal employment opportunity employer. It is our policy not to discriminate against any applicant or employee based on race color sex sexual orientation gender gender identity religion national origin age disability military or veteran status genetic information or any other basis protected by applicable federal state or local laws. Ensemble Health Partners also prohibits harassment of applicants or employees based on any of these protected categories.

Ensemble Health Partners provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law. If you require accommodation in the application process please contact .

This posting addresses state specific requirements to provide pay transparency. Compensation decisions consider many job-related factors including but not limited to geographic location; knowledge; skills; relevant experience; education; licensure; internal equity; time in position. A candidate entry rate of pay does not typically fall at the minimum or maximum of the roles range.

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