Clinical Service Desk/Helpdesk Associate (Remote)

NTT DATA Services•Lincoln, NE

5d•$18 - $34•Remote

About The Position

NTT DATA is seeking a Clinical Service Desk/Helpdesk Associate for a fully remote role, open to candidates anywhere in the US. This position is part of the Provider Clinical Service Desk, focusing on inbound customer calls in a 24x7x365 call center environment. NTT DATA Services aims to improve patient outcomes by creating efficiencies within the healthcare ecosystem, offering solutions in areas like patient engagement, predictive analytics, and application implementation. The company serves a wide range of healthcare clients, including hospitals, long-term care facilities, acute care facilities, clinicians, physician practices, and insurance providers.

Requirements

1 year Call Center-Customer Service-Application support experience
High school diploma or equivalent required

Nice To Haves

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.
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
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 inbound service desk calls from healthcare customers regarding clinical applications such as Epic, Cerner, McKesson, and Meditech.
Address incidents including workflow issues, application errors, user access, and functionality.
Track, document, and close or escalate 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 the 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.