Epic Analyst-REMOTE
About The Position
NTT DATA Services is seeking a Business Systems Analysis Senior Specialist to join their Clinical Service Desk team. This position will work from home/remotely in the US. The role involves responding to client incidents and requests regarding the clinical aspects of the Epic suite, including workflow issues, application errors, and user access. The specialist will proactively manage incidents and requests to meet account SLAs, handle incoming calls, and follow account-specific processes. A key part of the role is understanding the latest configurations and changes in Epic, participating in the development of knowledge management and training content, and analyzing closed incidents to improve the knowledge base. The position also includes assisting and mentoring service desk staff.
Requirements
- Minimum 5 years Healthcare Systems-Customer Service experience
Nice To Haves
- Experienced in Epic clinical workflows and functionality with 5+ years of clinical care delivery.
- 5+ years of experience in Epic implementation, build and support.
- Demonstrates a service philosophy in all interactions with clinicians and colleagues.
- Have experience in analyzing quantitative and qualitative data.
- Certification or Proficiency in one or more Epic modules.
- Previous team leadership experience.
- Experience in EMR system integration with other clinical systems.
Responsibilities
- Respond to client incidents and requests regarding the clinical aspects of the Epic suite (may include, but are not limited to, workflow issues, application errors, user access, etc.)
- Proactively manage all assigned and unassigned incidents and requests.
- Drive resolution to maintain our account SLAs (Service Level Agreement).
- Handle incoming calls and follow account-specific processes.
- Understand the latest configurations and changes of Epic.
- Participate in the development of knowledge management and training content for our staff.
- Analyze closed incidents to continuously improve and expand the knowledge base.
- Assist and mentor service desk staff.
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
Senior
Education Level
No Education Listed
