Clinical Service Desk Associate (Remote)
About The Position
This role is fully remote and can be based anywhere in the U.S. NTT DATA Services is committed to improving patient outcomes by creating efficiencies across the healthcare ecosystem. A recognized leader in the healthcare space, the company delivers targeted segment solutions including patient engagement, predictive analytics, healthcare cloud hosting, integration and interoperability, clinical and claims application implementation, revenue cycle management and policy administration, in addition to core managed infrastructure, application and business process services. Clients include more than 1,800 hospitals, 2,200 long-term care facilities, 225 acute care facilities, 43,000 clinicians, 1,000 physician practices and 50 insurance providers in support of 65 million policy holders. This position will be a part of our Provider Clinical Service Desk, as an agent primarily handling inbound customer calls. This is a call center environment in which we support our customers 24x7x365.
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.
- Additionally, overtime may be required depending on business requirements.
- Account specific training is conducted during day shift hours, regardless of assigned shift.
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.
Benefits
- medical, dental, and vision insurance with an employer contribution
- flexible spending or health savings account
- life and AD&D insurance
- short and long term disability coverage
- paid time off
- employee assistance
- participation in a 401k program with company match
- additional voluntary or legally-required benefits
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
