[Remote] Clinical Service Desk-Helpdesk Associate-REMOTE-US
Note: The job is a remote job and is open to candidates in USA. NTT DATA North America is a global business and IT services provider specializing in digital, cloud and automation. They are seeking a Clinical Service Desk-Helpdesk Associate to handle inbound customer calls in a call center environment, providing support for various clinical applications and ensuring timely resolution of incidents.
Responsibilities
- 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
Skills
- 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
- 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
- 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 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
- Minimum 1 year Healthcare-Healthcare Systems-Customer Service experience
- 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
- 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
Benefits
- We offer a full comprehensive benefits package that starts from your first day of employment.
Company Overview