• Athena Implementation Support Rep

    Community Health Systems (Franklin, TN)


    Job Summary

    The Implementation System Support Representative provides technical support and customer service for incident resolution and service requests in Athena. This role serves as the first point of contact for Athena IT-related issues. Responsibilities include initial assessment, triage, research, and resolution of user-reported issues. The Implementation System Support Representative collects and documents information through the ServiceNow ticketing system and escalates complex issues when necessary.

     

    As an Implementation System Support Representative at Community Health Systems (CHS) - Physician Practice Support Inc. (PPSI), you’ll play a vital role in supporting our purpose to help people get well and live healthier by providing safe, quality healthcare, building enduring relationships with our patients, and providing value for the people and communities we serve. Our team members enjoy a robust benefits package including medical, dental and vision, insurance, flexible scheduling, and 401k.

    Essential Functions

    + Serves as the primary point of contact for new user setup and first-line troubleshooting of Athena software and related systems.

    + Addresses and resolves basic incidents and requests; logs all incidents and service requests in the ServiceNow ticketing system and escalates issues beyond scope as needed.

    + Uses the appropriate ServiceNow categories for logging incidents and requests, ensuring accuracy and efficiency in issue resolution.

    + Creates a positive customer support experience by demonstrating deep problem understanding, timely communication, and professional handling of all inquiries.

    + Analyzes and resolves incidents and requests, documenting resolutions and providing users with regular status updates.

    + Effectively manages multiple tasks, prioritizes workloads, and meets tight deadlines in a fast-paced environment.

    + Uses remote support tools to diagnose and resolve technical issues when on-site assistance is not required.

    + Guides users through issue resolution processes and educates them on best practices to minimize recurring problems.

    + Performs other duties as assigned.

    + Complies with all policies and standards.

    Qualifications

    + H.S. Diploma or GED required

    + Associate Degree or higher in Information Technology, Computer Science, or a related field preferred

    + 2-4 years of experience in IT support, help desk operations, or technical customer service required

    + Familiarity with Learning Management Systems (LMS) required

    + Basic experience with SQL or Microsoft Access preferred

    Knowledge, Skills and Abilities

    + Strong knowledge of IT support processes, troubleshooting methodologies, and service management tools.

    + Proficiency in using remote desktop support tools, ticketing systems (e.g., ServiceNow), and IT service management (ITSM) platforms.

    + Strong understanding of IP networking, Active Directory security, and client-server networking.

    + Advanced knowledge of Microsoft Office tools, including expert-level proficiency in Excel.

    + Familiarity with password reset tools, multi-factor authentication (MFA), and user access control.

    + Strong communication and customer service skills, with the ability to explain technical concepts to non-technical users.

    + Ability to diagnose issues, find solutions quickly, and resolve problems effectively in a fast-paced environment.

    Licenses and Certifications

    + Google Suite experience highly preferred

     

    We know it’s not just about finding a job. It’s about finding a place where you are respected, valued and where your work is purposeful and fulfilling. A place where your talent is recognized, professional development is encouraged and career advancement is possible.

     

    The PPSI Team and Athena work alongside the Clinic Leaders and staff with the common goal of creating a clean and efficient revenue cycle.

     

    Community Health Systems is one of the nation’s leading healthcare providers. Developing and operating healthcare delivery systems in 40 distinct markets across 15 states, CHS is committed to helping people get well and live healthier. CHS operates 71 acute-care hospitals and more than 1,000 other sites of care, including physician practices, urgent care centers, freestanding emergency departments, occupational medicine clinics, imaging centers, cancer centers and ambulatory surgery centers.

    Equal Employment Opportunity

    This organization does not discriminate in any way to deprive any person of employment opportunities or otherwise adversely affect the status of any employee because of race, color, religion, sex, sexual orientation, genetic information, gender identity, national origin, age, disability, citizenship, veteran status, or military or uniformed services, in accordance with all applicable governmental laws and regulations. In addition, the facility complies with all applicable federal, state and local laws governing nondiscrimination in employment. This applies to all terms and conditions of employment including, but not limited to: hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. If you are an applicant with a mental or physical disability who needs a reasonable accommodation for any part of the application or hiring process, contact the director of Human Resources at the facility to which you are seeking employment; Simply go to http://www.chs.net/serving-communities/locations/ to obtain the main telephone number of the facility and ask for Human Resources.