Req ID: 91725
At NTT DATA Services, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company’s growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA Services and for the people who work here.
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.
NTT DATA Services currently seeks a Clinical - Technical Service Desk Associate to join our 24/7x365 Clinical Service Desk in Halifax, Novia Scotia to support transition and steady state activities as NTT stands up services. With our Health Authority partners, we are focused on delivering better outcomes through the continuous improvement of services to clinical end users.
The Service Desk Associate brings knowledge of clinical solutions and clinical workflows in various healthcare environments to provide service excellence to the clinician end users across Canada & US. The Service Desk Associate reports to the Clinical Service Desk Manager.
The individual will be responsible for the following:
Responds to incidents regarding the clinical and technical applications monitoring and maintaining an site computer systems and networks
Incidents may include, but are not limited to, workflow issues, application errors, user access, and technical functionality, diagnosing any hardware or software faults with these system
Will receive, analyze, and process the EMR or technical requests submitted via e-mail, Web, and voice mails; examples include master files and category list modifications, smart lists, text, note support, etc.
Tracking and documenting 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
Minimum of 3 years of relevant experience or the equivalent combination of education and work experience
Minimum of 1 year of clinical support delivery experience
Minimum of 1 year technical support
High school diploma or equivalent required
Demonstrates a service philosophy in all interactions with clinicians and colleagues
Demonstrated ability to work in a fast-paced environment
Strong communication and interpersonal skills
Team player who supports others and strives for improvements that impact all stakeholders
All candidates will have to be shift flexible. Nights and weekend work will be required
Experience in one or more clinical applications such as EPIC, Cerner, McKesson, MEDITECH
Experience in a call center or service desk with troubleshooting experience
Experience with Telephony systems and ITIL Ticketing systems
Certifications in one or more of the above mentioned EMR applications
Previous experience in a call center environment
Experience with integrated clinical systems
Certifications in clinical solutions in EPIC, Cerner, McKesson or MEDITECH
Relevant degree, diploma or post-secondary courses
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.
About NTT DATA Services
NTT DATA Services partners with clients to navigate and simplify the modern complexities of business and technology, delivering the insights, solutions and outcomes that matter most. We deliver tangible business results by combining deep industry expertise with applied innovations in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services.
NTT DATA Services, headquartered in Plano, Texas, is a division of NTT DATA Corporation, a top 10 global business and IT services provider with 118,000+ professionals in more than 50 countries, and NTT Group, a partner to 88 percent of the Fortune 100. Visit nttdataservices.com to learn more.
NTT DATA, Inc. (the “Company”) is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law. To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.