Clinical Service Desk-Helpdesk at NTT DATA Services

Job description

Req ID: 391928 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 Healthcare-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. NTT DATA provides a reasonable range of compensation for U.S.-based positions. The starting pay range for this remote role is $37,944-$71,300. This range reflects the minimum and maximum target compensation for the position across all US 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 company benefits including 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, and additional voluntary or legally-required benefits. 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 us.nttdata.com . Furthermore, NTT DATA Services will make accommodations for eligible applicants on a case-by-case basis. Please email EEOOfficer@nttdata.com for assistance.

Requirements

Must-haves

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.
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.
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
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
Minimum 1 year Healthcare-Customer Service experience

Nice-to-haves

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

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: successfactors
Effort: medium

Benefits

Benefits detected in the listing.

Dental

Vision

401k

Paid Time Off