Clinical Service Desk Manager-REMOTE

NTT DATA, Inc.; Oregon; Hybrid; USD 56,000 - 116,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match

Paid time off

Employee assistance program

Job summary

NTT DATA Services seeks a Clinical Service Desk Manager who brings clinical and technical know-how to support clinicians across healthcare environments. The role reports to the Clinical Service Desk Delivery Director and directs a team to deliver high-quality EMR, hardware, software, networks, and peripheral support with a focus on service excellence.

This remote role offers a nationwide scope in the United States, with a starting pay range of $55,836-$116,326.

Qualifications

• 5+ years in Healthcare Service Management/ITSM processes.
• Experience leading a clinical service or call-center team.
• Strong communication with clinicians and colleagues (written and verbal).

Responsibilities

• Directs team toward achieving strategic and operational objectives.
• Ensures target customer satisfaction levels within the Clinical Service Desk.
• Resolves and directs issues to ensure a quality support environment.
• Applies analytics to identify operational and customer satisfaction problems.
• Gathers and reports operational metrics for SLAs and performance.

Skills

Leadership

Customer service excellence

Analytical thinking

Mentoring/coaching

Education

Bachelor's Degree or equivalent work experience

Tools

Epic EMR

Cerner EMR

Microsoft Office

Job description

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.

The Clinical Service Desk Manager brings knowledge of clinical and technical solutions and clinical workflows in various healthcare environments to provide service excellence to the clinician end users. The Clinical Service Desk Manager reports to the Clinical Service Desk Delivery Director.

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.

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 en/about-us/content/diversity-and-inclusion . Furthermore, NTT DATA Services will make accommodations for eligible applicants on a case‑by‑case basis.