Clinical Service Desk-Helpdesk

Support inbound healthcare customers as part of the Provider Clinical Service Desk team in a 24x7x365 call center environment, troubleshooting clinical applications and incidents.

Responsibilities

• Serve as a primary agent handling inbound customer calls for the Provider Clinical Service Desk
• Support customers in a call center operating 24x7x365
• Respond to incoming service desk calls from healthcare customers focused on clinical aspects of applications including Epic, Cerner, McKesson, and Meditech
• Troubleshoot and help resolve incidents such as workflow issues, application errors, user access, and functionality
• Track, document, and manage incident ticket details including relevant comments
• Close or escalate incidents and related issues in a timely manner
• Drive incident resolution across a 24/7 desk
• Read text on computer screens during the shift
• Remain at the designated workspace and stay in the phone queue for 8 to 10 hours with scheduled breaks
• Maintain 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
• Use a working cell phone for manager communication and Two-Factor Authentication

Requirements

• Shift flexible: night, weekend, and/or holiday work is required
• Schedule may change based on client and business requirements or training needs
• Overtime may be required depending on business requirements
• Account-specific training is conducted during day shift hours, regardless of assigned shift
• Minimum 4 years of service desk/helpdesk experience, or equivalent combination of education and technical troubleshooting experience (example given: 2 years work experience and 2 years technical education)
• Minimum 1 year of technical troubleshooting experience
• High school diploma or equivalent required
• Minimum 1 year Healthcare-Healthcare Systems-Call Center experience
• Have a working cell phone for manager communication and Two-Factor Authentication

Technologies

• Epic
• Cerner
• McKesson
• Meditech
• Two-Factor Authentication

Benefits

• Full comprehensive benefits package starting from your first day of employment
• Medical, dental, and vision insurance with employer contribution
• Flexible spending or health savings account
• Life and ADD insurance
• Short and long term disability coverage
• Paid time off
• Employee assistance
• Participation in a 401k program with company match
• Additional voluntary or legally required benefits
• Eligible for incentive compensation based on individual and/or company performance

Preferred Qualifications

• Minimum 4 years of service desk/helpdesk experience, or equivalent combination of education and technical troubleshooting experience (example given: 2 years work experience and 2 years technical education)
• Minimum 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 interactions with clinicians and colleagues
• Effective communication and interpersonal skills
• Proficient typing and English language skills (verbal and written)
• Strong listening capabilities to understand caller needs and requests
• Exceptional ability to work effectively in a fast-paced environment

Note: This position is only available to those interested in direct staff employment opportunities with NTT DATA, INC., or its subsidiaries. 1099 or corp-2-corp contractors (or the equivalent) will NOT be considered.

Location: Lincoln, NE (remote)

Salary: USD 34,387 - 56,188 per year