Clinical Service Desk Manager

NTT DATA, Inc.; Región Centro; Presencial; MXN 900.000 - 1.200.000; Jornada completa

Descripción de la vacante

NTT DATA Services seeks a seasoned leader for the Clinical Service Desk to direct a team, drive customer satisfaction, and govern incident resolution across EMR, hardware, software, and networks. The role emphasizes coaching, performance reviews, and cross-functional collaboration to deliver reliable support in a fast-paced healthcare environment.

The ideal candidate has 3+ years in leadership and call center roles, strong communication with clinicians, and a track record of service excellence.

Formación

• Bachelor's Degree or equivalent experience.
• 3+ years in a leadership role, ideally in clinical application support.
• 3+ years minimum in a call center environment.
• Proven mentor and coach.
• Demonstrated success managing priorities and meeting deadlines in a fast paced, dynamic environment.
• Demonstrated track record of service excellence and superior communication with clinicians and colleagues.

Responsabilidades

• Directs the efforts of others in achieving strategic and operational objectives of the group.
• Responsible for achieving target customer satisfaction levels within the Clinical Service Desk.
• Resolves and directs application and customer satisfaction issues to ensure a quality support environment.
• Collaborates with other service areas to propose tool, process, and service improvements.
• Documents proposed changes for discussion with customer representatives.
• Develops plans and objectives and participates in cross-functional initiatives to improve operational performance for the Clinical Service Desk.
• Collaborates with customers and internal teams to resolve issues.
• Recruits, develops, and evaluates personnel to ensure efficient operation of the function.
• Supervises, mentors, and coaches team members for development, performance review, and pay discussions.
• Resolves client escalations where appropriate.
• Leads a team assisting users over the phone and electronically in solving EMR, hardware, software, networks and peripherals issues.
• Ensures representatives are properly trained when legacy products are upgraded and new products are released.
• Coordinates staffing to ensure sufficient coverage to meet SLAs.
• Gathers and reports operational metrics for evaluation.
• Promotes and refines standard operating procedures to meet service needs.
• Ensures SLAs are met on all accounts.

Conocimientos

Leadership

Mentoring

Communication

Deadline driven

Educación

Bachelor's degree or work experience equivalent

Descripción del empleo

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,

Role Responsibilities

• Directs the efforts of others in the achievement of the strategic and operational objectives of the group
• Responsible for achieving target customer satisfaction levels within the Clinical Service Desk
• Resolves and directs application and customer satisfaction issues to ensure a quality support environment and to obtain maximum customer-based satisfaction Applies analytics to identify new or recurring operational, productivity, and/or customer satisfaction problems.
• Collaborates with other service areas to propose tool, process, and service improvements.
• As requested, documents proposed changes for discussion with customer representatives
• Develops plans and objectives and participates in cross-functional initiatives to improve operational performance for the Clinical Service Desk
• Collaborates with customers and internal teams to resolve application and customer satisfaction issues
• Recruits, develops, and evaluates personnel to ensure the efficient operation of the function
• Supervises, mentors, and coaches team members for the sake of development/planning, performance review, goal achievement, and pay discussions
• Resolves client escalations where appropriate.
• Leads a team responsible for assisting users over the phone and electronically in solving problems related to EMR, hardware, software, networks and peripherals.
• Ensures representatives are properly trained when legacy products are upgraded, and new products are released
• Coordinates staffing to ensure sufficient coverage to meet Service Level Agreements
• Gathers and reports operational metrics and performance data for continued evaluation
• Promotes and refines standard operating procedures to be current with the needs of the Clinical Service Desk
• Ensures SLAs are being met on all accounts

Requirements

• Bachelor's Degree or work experience equivalent
• 3+ years minimum in a leadership role, ideally in clinical application support
• 3+ years minimum in a call center environment
• Proven mentor and coach
• Demonstrated success managing priorities and meeting deadlines and achieving or surpassing goals in fast paced, dynamic environment
• Demonstrated track record of service excellence and superior communication (written and verbal) and interaction skills with clinicians and colleagues

Preferences

• Previous experience working in a clinical environment --or-- on a service desk supporting healthcare customers
• Experience in EMR system integration with other clinical systems, ideally: Epic, Cerner
• Proficiency in Microsoft Office, specifically: Word, Excel

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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 [e-mail] for assistance.