Clinical Service Desk Associate (Remote)
About The Position
NTT DATA is seeking a Clinical Service Desk Associate for a full remote role based anywhere in Canada. This position is part of the Provider Clinical Service Desk, primarily handling inbound customer calls in a 24x7x365 call center environment. The role involves supporting healthcare customers with clinical applications like Epic, Cerner, McKesson, and Meditech, addressing issues such as workflow problems, application errors, user access, and functionality. Responsibilities include tracking and documenting incidents, driving resolution, reading computer screens, remaining at a designated workspace, and potentially traveling up to 10% of the time. Candidates must be shift flexible, as night, weekend, and holiday work will be required, along with potential overtime. NTT DATA Services is committed to improving patient outcomes by creating efficiencies across the healthcare ecosystem.
Requirements
- 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
- 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.
- Overtime may be required depending on business requirements.
- Ensure a quiet, private workspace with high speed, wired internet.
- Have a working cell phone for manager communication and Two-Factor Authentication.
Nice To Haves
- 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
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.
- Handle incidents that 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.
- Drive resolution of incidents on a 24/7 desk.
- Read text on computer screens for the duration of the shift.
- Remain at designated workspace and in the phone queue for an 8 to 10-hour period with scheduled breaks.
- 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.
Benefits
- Comprehensive benefits package that starts from your first day of employment.
- Customizable health and dental coverage with telemedicine.
- Wellness credits.
- Gym discounts.
- Income protection through life, disability, and optional insurance plans.
- Access to a 24/7 Employee Assistance Program.
- Retirement savings.
- Remote work allowance for eligible employees.
- Various discounts and travel insurance.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
