Job Description

Req ID: 381581

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, apply now.

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 ClinicalService Desk Delivery Director.

Day to Day 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

Minimum Requirements:

• Bachelor's Degree or work experience equivalent
• 3+ years minimum in a leadership role, ideally in helpdesk support
• 5 +years minimum in a call center environment

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
• People management experience preferred
  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
• Cerner

Proficiency in Microsoft Office, specifically: Word, Excel

NTT DATA provides a reasonable range of compensation for U.S.-based positions. The starting pay range for this role is $55,836 – 96,938. Actual compensation will depend on a number of factors, including the candidate’s 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 EEOOfficer@nttdata.com for assistance.