Clinical Service Desk Associate (Remote)

NTT DATA Services•Halifax, NS

1d•CA$40,536 - CA$63,503•Remote

About The Position

NTT DATA is seeking a Clinical Service Desk Associate for a fully 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 aspects of applications like Epic, Cerner, McKesson, and Meditech, addressing issues such as workflow problems, application errors, user access, and functionality. Candidates must be shift flexible, as night, weekend, and holiday work will be required, and schedules can change based on client and business needs. Overtime may also be necessary. The company aims to improve 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

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. 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
Read text on computer screens for the duration of the shift
Remain at designated workspace and in the phone queue for an 8 to10-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