Clinical Service Desk

Req ID: 389945 

NTT DATA 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.

We are currently seeking a Clinical Service Desk to join our team in Guadalajara, Jalisco (MX-JAL), Mexico (MX).

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.               

Job Responsibilities Include: 

This position will be a part of our Provider Clinical Service Desk, as an agent primarily handling inbound customer calls. This is a call center environment in which we support our customers 24x7x365 

All candidates will have to be shift flexible. Shift work is required including nights, weekends, and/or holidays. Account specific training is conducted during day shift hours, regardless of assigned shift.   

Respond to incoming service desk calls from healthcare customers regarding the clinical aspects of various clinical applications such as Epic, Cerner, McKesson and Meditech. Incidents may include, but are not limited to workflow issues, application errors, user access, and functionality 

Track and document 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 

Read text on computer screens for the duration of the shift 

Remain at designated workspace and in the phone queue for an 8 to10-hour period with scheduled breaks 

Ensure 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 

Have a working cell phone for manager communication and Two-Factor Authentication 

Preferred Qualifications: 

All candidates are required to be shift flexible.  Night, weekend, and/or holiday work will be required. Schedule can be changed as per client and business requirements or training needs. Additionally, overtime may be required depending on business requirements. 

Minimum of 4 years of service desk / helpdesk experience or equivalent combination of education and technical troubleshooting experience (i.e., 2 years of work experience and 2 years of technical education) 

Minimum of 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 all interactions with clinicians and colleagues 

Effective communication and interpersonal skills 

Proficient typing and English language skills (both verbally and in writing) 

Strong listening capabilities to fully understand caller’s needs / requests 

Exceptional ability to work optimally in a fast-paced environment 

Basic Qualifications

1 year Call Center-Customer Service-Application support experience

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

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