Clinical Service Desk Manager-REMOTE

NTT DATA Services • Lincoln, NE

3d • $55,836 - $116,326 • Remote

About The Position

The Clinical Service Desk Manager brings knowledge of clinical and technical solutions and clinical workflows in various healthcare environments to provide service excellence to clinician end users. The role reports to the Clinical Service Desk Delivery Director and directs the team’s efforts toward strategic and operational objectives. The manager is responsible for customer satisfaction, service quality, operational performance, staffing coverage, and meeting service-level agreements. The role is remote and requires a flexible work schedule, with occasional travel.

Requirements

• Minimum 5 years of Healthcare Service Management-ITSM-ITSM Processes experience.
• At least 3 years in a leadership role, ideally in clinical application support.
• At least 3 years in a call center environment.
• People management experience.
• Demonstrated ability to mentor and coach.
• Demonstrated success managing priorities, meeting deadlines, and achieving or surpassing goals in a fast-paced, dynamic environment.
• Demonstrated track record of service excellence and superior written and verbal communication and interaction skills with clinicians and colleagues.
• Flexible work schedule required.
• Occasional travel required.

Nice To Haves

• Bachelor’s degree or equivalent work experience.
• Previous experience working in a clinical environment or on a service desk supporting healthcare customers.
• Experience integrating EMR systems with other clinical systems, ideally Epic or Cerner.
• Proficiency in Microsoft Office, specifically Word and Excel.

Responsibilities

• Direct the efforts of others to achieve the group’s strategic and operational objectives.
• Achieve target customer satisfaction levels within the Clinical Service Desk.
• Resolve and direct application and customer satisfaction issues to maintain a quality support environment and maximize customer satisfaction.
• Apply analytics to identify new or recurring operational, productivity, and customer satisfaction problems.
• Collaborate with other service areas to propose tool, process, and service improvements, and document proposed changes for discussion with customer representatives as requested.
• Develop plans and objectives and participate in cross-functional initiatives to improve Clinical Service Desk operational performance.
• Collaborate with customers and internal teams to resolve application and customer satisfaction issues.
• Recruit, develop, and evaluate personnel to ensure efficient operation of the function.
• Supervise, mentor, and coach team members regarding development and planning, performance reviews, goal achievement, and pay discussions.
• Resolve client escalations where appropriate.
• Lead a team that assists users by phone and electronically with problems related to EMR, hardware, software, networks, and peripherals.
• Ensure representatives are trained when legacy products are upgraded and new products are released.
• Coordinate staffing to provide sufficient coverage to meet Service Level Agreements.
• Gather and report operational metrics and performance data for ongoing evaluation.
• Promote and refine standard operating procedures to keep them current with Clinical Service Desk needs.
• Ensure SLAs are met on all accounts.

Benefits

• Medical insurance with an employer contribution
• Dental insurance with an employer contribution
• 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
• 401(k) program with company match
• Additional voluntary or legally required benefits
• May be eligible for incentive compensation based on individual and/or company performance

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed