Clinical Service Desk Manager-REMOTE

NTT America, Inc.; Lincoln (NE); À distance; USD 56 000 - 116 000; Plein temps

Avantages offerts par ce poste

Medical benefits

Dental benefits

Vision benefits

Résumé du poste

NTT DATA Services is seeking a leader for the Clinical Service Desk to guide a team in delivering high-quality support for EMR, hardware, software, networks, and peripherals. This role requires oversight of staffing, coaching, and ensuring SLAs are met across all accounts.

Ideal candidates will have 3+ years in leadership within clinical application support and call center environments, with strong communication and travel flexibility.

Qualifications

• 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.
• People management experience.
• Proven mentor and coach.
• Demonstrated success managing priorities and meeting deadlines in a fast-paced environment.

Responsabilités

• Directs the efforts of others in achieving group objectives.
• Responsible for target customer satisfaction levels within the Clinical Service Desk.
• Resolves application and customer satisfaction issues to ensure quality support.
• Applies analytics to identify operational problems and opportunities.
• Collaborates with other service areas to propose improvements.
• Documents proposed changes for discussion with customer representatives.

Connaissances

Leadership

People management

Call center experience

Formation

Bachelor's Degree or work experience equivalent

Outils

EMR systems

Microsoft Office

Description du poste

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.
• Flexible work schedule required.

Preferred Qualifications

• 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
• People management experience
• 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
• Occasional travel required

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

Basic Qualifications

• Minimum 5 years Healthcare Service Management-ITSM-ITSM Processes experience

NTT DATA provides a reasonable range of compensation for U.S.-based positions. The starting pay range for this remote role is $55,836-$116,326. 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.

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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.