Clinical Service Desk Helpdesk (EMR Systems Support) Associate - Remote Role

JobDiva, Inc.; Des Moines (IA); Remote; USD 34,000 - 48,000; Full time

Job summary

NTT DATA Services is seeking a flexible, shift-enabled professional to join our Provider Clinical Service Desk. The role requires night, weekend, and holiday coverage in a 24x7 environment, with potential travel up to 10%.

You will handle calls about Epic, Cerner, McKesson, and Meditech, document incidents, and drive resolutions. Applicants should have 4+ years in service/helpdesk, 1+ year in technical troubleshooting, and a high school diploma or equivalent.

Qualifications

• Minimum 4 years of service desk experience or equivalent mix of education and troubleshooting.
• At least 1 year of technical troubleshooting experience.
• High school diploma or equivalent required.

Responsibilities

• Handle inbound healthcare calls in a 24/7 call center environment.
• Respond to clinical application issues (Epic, Cerner, McKesson, Meditech).
• Document comments, close or escalate incidents promptly.
• Drive incident resolution on a 24/7 desk; maintain quiet workspace.

Skills

Service desk experience

Call center

Technical troubleshooting

Communication skills

Typing

English proficiency

Education

High school diploma or equivalent

Tools

Epic

Cerner

McKesson

Meditech

Job description

Company Overview

Req ID: 382288

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.

Job Description

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.

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 escalates 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

Basic 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

About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting hourly range for this remote role is ($25.00/Hour). This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on several factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications.

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.