Clinical Service Desk Associate (Remote)

About the role

NTT DATA Services is committed to improving patient outcomes by creating efficiencies across the healthcare ecosystem. This role is fully remote and can be based anywhere in the US. All candidates are required to be shift flexible. Night, weekend, and/or holiday work will be required. Schedule can be changed as per client and business requirements or training needs. Additionally, overtime may be required depending on business requirements.

Job Responsibilities

• Respond to incoming service desk calls from healthcare customers regarding the clinical aspects of various clinical applications such as Epic, Cerner, McKesson and Meditech.
• Incidents may include, but are not limited to workflow issues, application errors, user access, and functionality.
• Track and document the appropriate comments, and close or escalate the incident tickets and related issues in a timely manner.
• Responsible for driving resolution of incidents on a 24/7 desk.
• Remain at designated workspace and in the phone queue for an 8 to 10-hour period with scheduled breaks.
• Avoid distractions and ensure a quiet, private workspace with high speed, wired internet.
• Travel up to 10% of the time, if required.
• Lift up to 25 lbs. if needed for equipment setup.
• Have a working cell phone for manager communication and Two-Factor Authentication.

Basic Qualifications

• Minimum of 4 years of service desk / helpdesk experience or equivalent combination of education and technical troubleshooting experience (i.e., 2 years of work experience and 2 years of technical education).
• Minimum of 1 year of technical troubleshooting experience.
• High school diploma or equivalent required.

Preferred Skills

• Experience in a call center environment.
• Demonstrate a service philosophy in all interactions with clinicians and colleagues.
• Effective communication and interpersonal skills.
• Proficient typing and English language skills (both verbally and in writing).
• Strong listening capabilities to fully understand caller’s needs / requests.
• Exceptional ability to work optimally in a fast-paced environment.

Pay

The starting pay range for this remote role is $34,387 - $56,188 annual salary range. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate’s actual work location, relevant experience, technical skills, and other qualifications.