Clinical Service Desk Agent Intermediate

Company Name: NTT DATA Services
Location: Canada

At NTT DATA Services, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees have been key factors in our company's growth and market presence. 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 can 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 Clinical Service Desk Associates to join our 24/7x365 Clinical Service Desk in Vancouver, British Columbia to support transition and steady state activities as NTT stands up services. With our Health Authority partners, we are focused on delivering better outcomes for patients in BC, through the continuous improvement of services to clinical end users.

The Clinical Service Desk Agent bring knowledge of clinical solutions and clinical workflows in various healthcare environments to provide service excellence to the clinician end users across British Columbia. The Clinical Service Desk Agent reports to the Clinical Service Desk Manager

Role Responsibilities

- Receives, inquiries and incidents submitted via telephone, email and chat. Clinical application incidents may include workflow issues, application errors, user access and functionality
- Applies verbal and written communication skills in guiding end-users to provide the required details to support call resolution
- Leverages knowledge articles and his/her expertise to analyze and process incidents- Captures call details in NTT DATA's ITSM solution
- Thoroughly and accurately documents end-user comments
- Closes or escalates the tickets in a timely manner
- Supports team members by sharing experience, knowledge and lessons learned
- Identifies gaps in knowledge articles and opportunities for improvement and communicates these to the appropriate CSD Knowledge Manager

Requirements

- Minimum of 5+ years of relevant experience or the equivalent combination of education and work experience
- 5+ years of implementation or support experience with a clinical information solution
- 5+ years clinical care delivery experience
- 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

Preferences

- Experience in one or more clinical applications used within BC's Health Authorities such as PARIS, Cerner, Meditech, TELUS EHRs
- 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 use at the BC Health authorities
- Relevant degree, diploma or post-secondary courses

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, 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.

• Seniority level

  Mid-Senior level

• Employment type

  Contract

• Job function

  OtherInformation TechnologyConsulting

• Industries

  InsuranceHospital & Health Care