Epic Clinical Service Desk Specialist-REMOTE

Summary

NTT DATA is a business and technology services company that provides healthcare technology and managed services. The Epic Clinical Service Desk Specialist supports clinical and technical processes within the Epic EMR suite, leads workflow optimization, analyzes incidents, manages reporting and change processes, and collaborates with customers and internal teams.

Responsibilities

• 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

Skills

• Minimum 3 years Healthcare Service Management-ITSM-ITSM Processes experience
• Clinical License (Nursing preferred)
• Minimum of 1-2 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
• 1-3 years of Clinical Informatics 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

Qualifications

Must Haves

• Minimum 3 years Healthcare Service Management-ITSM-ITSM Processes experience

Nice to Haves

• Clinical License (Nursing preferred)
• Minimum of 1-2 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
• 1-3 years of Clinical Informatics 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

Benefits

• Eligibility for incentive compensation based on individual and/or company performance
• Medical insurance with an employer contribution
• Dental insurance with an employer contribution
• 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
• A full comprehensive benefits package that starts from the first day of employment
• Remote work arrangement