Epic Clinical Support Specialist- REMOTE

Req ID: 281935 

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.

We are currently seeking a Epic Clinical Support Specialist- REMOTE to join our team in Fargo, North Dakota (US-ND), United States (US).

NTT DATA Services currently seeks an Epic Clinical Support Specialist to join our team.  This is a virtual role which you may work from your home office anywhere within the US.  Position will support multiple hospitals with Epic and related clinical software and devices.  This specialist will provide our clients with knowledge and experience of clinical processes and workflows within the Epic application along with other related clinical and technical tools. The individual for this role must possess clinical knowledge and a successful track record of addressing the clinical workflows regarding the use of Epic’s Electronic Medical Record (EMR) software suite.  

Role 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 as back up support

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 knowledge base Assist and mentor service desk staff

Lead lower-level interviews to evaluate potential readiness

Provide back up account liaison support for any client

Serve as a project manager/discovery specialist for new business

Supply leader on call support which is 24/7 for the scheduled shift

Call shadow agents who are newly trained on an account

Field and/or respond to escalation calls in a professional manner

Prioritize and manage project work

Assist in reporting client data for the sake of evaluation and financial documentation

Train new agents/emerging talent in preparation for a go live for a client

Requirements 

Experienced in Epic clinical workflows and functionality

3+ years of clinical care delivery experience

3+ years of experience in Epic implementation and support

Demonstrates a service philosophy in all interactions with clinicians and colleagues

Have experience in analyzing quantitative and qualitative data

Preferences

Previous team leadership experience

Experience in EMR system integration with other clinical systems

Certification or Proficiency in one or more Epic modules

Basic Qualifications

Minimum 3 years Healthcare Call Center experience

Minimum 3 years Healthcare Customer Service experience

Minimum 3 years Desktop Administration-Service Desk Application support 

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.

About NTT DATA Services

NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clients’ long-term success. Visit nttdata.com or LinkedIn to learn more.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.