IT Clinical Help Desk - REMOTE

Req ID: 385289 NTT DATA Services strives to hire exceptional, innovative, and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.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. 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. Job Responsibilities Include: 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 All candidates will have to be shift flexible. Shift work is required including nights, weekends, and/or holidays. Account specific training is conducted during day shift hours, regardless of assigned shift. 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 Preferred Qualifications: 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 Preferred Skills: 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 Basic Qualifications Minimum 1 year IT Call Center Customer Service experience This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc., or its subsidiaries. Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment. #LI-NorthAmerica #INDHCLSMC NTT DATA provides a reasonable range of compensation for Canada-based positions. The starting pay range for this remote role is $40,536 - $63,503 Canadian. This range reflects the minimum and maximum target compensation for the position across all Canada locations. Actual compensation will depend on a number of factors, including the candidate’s actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance. This position is eligible for the Company’s comprehensive benefits program in Canada, including customizable health and dental coverage with telemedicine, wellness credits, and gym discounts. Employees receive income protection through life, disability, and optional insurance plans, plus access to a 24/7 Employee Assistance Program. Additional perks include retirement savings, a remote work allowance for eligible employees, and various discounts and travel insurance.About NTT DATA Services NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure, and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100. NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law. To learn more, please visit https://us.nttdata.com/en/about-us/content/diversity-and-inclusion . Furthermore, NTT DATA Services will make accommodations for eligible applicants on a case-by-case basis. Please email [email protected] for assistance.

The agent will handle inbound customer calls in a 24/7 call center environment to support clinical applications like Epic and Cerner. Responsibilities include documenting incidents, troubleshooting workflow issues, and escalating tickets to ensure timely resolution.

Candidates must have at least 1 year of IT call center experience and a high school diploma or equivalent. The role requires shift flexibility for nights, weekends, and holidays, along with a quiet, private workspace with high-speed internet.

• Health coverage • Dental coverage • Telemedicine • Wellness credits • Gym discounts • Life insurance • Disability insurance • Employee Assistance Program • Retirement savings • Remote work allowance

• Service à la clientèleSouhaitée

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Service desk
• Technical troubleshooting
• Call center
• Customer service
• Epic
• Cerner
• McKesson
• Meditech
• Incident management
• Communication skills
• Interpersonal skills
• Typing
• Active listening
• Workflow troubleshooting
• Application support
• MEDITECH EHR
• Epic EMR
• Cloud Hosting
• Workflow Management
• Effective Communication
• Policy Administration
• Shift Work
• Acute Care
• Authentications
• Automation
• Business Process
• Business Requirements
• Call Center Experience
• Customer Service
• Communication
• Consulting
• Employee Assistance Programs
• English Language
• Help Desk Support
• Innovation
• Interoperability
• Interpersonal Communications
• IT Service Management
• Long-Term Care
• Predictive Analytics
• Telehealth
• Troubleshooting (Problem Solving)
• Revenue Cycle Management

• Customer Service & Support
• Technology
• Healthcare
• Software
• IT Help Desk Technician
• Help Desk Technician / Analyst
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists

Formation minimale

Études secondaires

Expérience minimale

2+ ans

Langue de l’offre

anglais

Heures de travail

40 heures par semaine