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.
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.
NTT DATA Services currently seeks an Epic Clinical Service Desk Onsite Specialist to join our Epic Clinical Service Desk team.This position will work onsite at our client's location in New York City, NY .This role will provide our client with a knowledgeable leader experienced in clinical and technical processes within the Epic application suite.This individual will possess deep clinical expertise and a successful track record of addressing clinical process issues and workflow optimization regarding the use of Epic's Electronic Medical Record (EMR) software suite.
The person will help guide the clinical support desk with cost-effective process improvements and analysis in support, as well as work directly with executives and directors at the client site.
The individual will be responsible for the following:
- Provide single point of contact for customer for all concerns and matters related to the Epic Clinical Service Desk
- Lead discussions involving Epic and Epic workflows. This includes best practices, lessons learned, provide input on processes and procedures, and identify optimization in Epic workflows impacting the Epic Clinical Service Desk
- Analyze incidents for trends, process improvement, shift-left candidates, and incident reduction opportunities
- Understand the latest configurations and changes of Epic
- Participate in change management processes and prepare the Epic Clinical Service Desk of pertinent EPIC implementations, changes, and scheduled downtimes
- Attend and participate in weekly Customer IT, Inpatient, and Ambulatory customer meetings
- Attend operations call with customer
- Prepare monthly and quarterly presentations regarding contractual performance to Customer leadership
- Develop knowledge base articles and documents with Customer Epic team
- Collaborate with Service Desk training team to provide customer-specific EPIC training content to agents
- Review daily reports for compliance with Service Level Agreements (SLA)
- Complete root cause analysis (RCA) for Epic Clinical Service Desk related to high severity incidents or problems when requested by the customer
- Generate ad hoc ITSM reports
- Collaborate with Epic Clinical Service Desk team with high severity incident management and broadcast communications
- Identify opportunities for process and procedure enhancements to drive efficiency and customer service levels
- Anticipate operational, program, and implementation issues and develop preventive measures
- Assist customer with Command Center support and related reporting during EPIC Go-Live implementations
- Assist customer network access requests for CSD agents
- Create and review Epic Clinical Service Desk Standard Operating Procedures (SOP) documents as necessary
- Oversee project work hours requested by Customer
Basic Qualifications
- Minimum of 5 years of experience in Epic end user support role, service desk, or hospital setting
- Certification in one or more of the following Epic modules: Ambulatory, ASAP, Inpatient Orders and/or Clin Doc, ADT, or Willow
- Minimum of 1 year of experience managing a help desk or staff that have supported IT clinical systems
- Minimum of 1 year of experience extracting data and running statistical reports
Preferred Skills
- 3+ years of clinical nursing experience
- Experience in EMR system integration with other clinical systems
- Prior experience working tickets and day to day help desk functions
- Prior experiencing with Project Management
- Additional experience in one or more of any of the following Epic modules: Prelude, Cadence, HIMS, Resolute HB, Resolute PB, MyChart, EpicLink, EpicWeb, and/or Clarity
This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc. or its subsidiaries. Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment.
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, LLC is an equal opportunity employer and makes employment decisions on the basis of merit and business needs without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law.
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