Note: The job is a remote job and is open to candidates in USA. NTT DATA North America is a global business and IT services provider specializing in digital, cloud, and automation solutions. They are currently seeking a Business Sys. Analysis Senior Specialist to join their Clinical Service Desk team, where the role involves responding to client incidents related to the Epic suite and managing service desk operations.
Responsibilities
- Respond to client incidents and requests regarding the clinical aspects of the Epic suite. (may include, but are not limited to, workflow issues, application errors, user access, etc.)
- Proactively manage all assigned and unassigned incidents and requests
- Drive resolution to maintain our account SLAs (Service Level Agreement)
- Handle incoming calls and follow account-specific processes
- Understand the latest configurations and changes of Epic
- Participate in the development of knowledge management and training content for our staff
- Analyze closed incidents to continuously improve and expand the knowledge base
- Assist and mentor service desk staff
Skills
- Minimum 5 years Healthcare Systems-Customer Service experience
- Experienced in Epic clinical workflows and functionality with 5+ years of clinical care delivery
- 5+ years of experience in Epic implementation, build and support
- Demonstrates a service philosophy in all interactions with clinicians and colleagues
- Have experience in analyzing quantitative and qualitative data
- Certification or Proficiency in one or more Epic modules
- Previous team leadership experience
- Experience in EMR system integration with other clinical systems
Benefits
- Work from home / remotely in US
- 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
- Additional voluntary or legally-required benefits
- Incentive compensation based on individual and/or company performance
Company Overview
Company H1B Sponsorship