Clinical Service Desk Manager

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. 

The Clinical Service Desk Manager brings knowledge of clinical and technical solutions and clinical workflows in various healthcare environments to provide service excellence to the clinician end users. The Clinical Service Desk Manager reports to the Clinical Service Desk Delivery Director. 

Role Responsibilities

Directs the efforts of others in the achievement of the strategic and operational objectives of the group

Responsible for achieving target customer satisfaction levels within the Clinical Service Desk

Resolves and directs application and customer satisfaction issues to ensure a quality support environment and to obtain maximum customer-based satisfaction Applies analytics to identify new or recurring operational, productivity, and/or customer satisfaction problems.

Collaborates with other service areas to propose tool, process, and service improvements.

As requested, documents proposed changes for discussion with customer representatives

Develops plans and objectives and participates in cross-functional initiatives to improve operational performance for the Clinical Service Desk

Collaborates with customers and internal teams to resolve application and customer satisfaction issues

Recruits, develops, and evaluates personnel to ensure the efficient operation of the function

Supervises, mentors, and coaches team members for the sake of development/planning, performance review, goal achievement, and pay discussions

Resolves client escalations where appropriate.

Leads a team responsible for assisting users over the phone and electronically in solving problems related to EMR, hardware, software, networks and peripherals.

Ensures representatives are properly trained when legacy products are upgraded, and new products are released

Coordinates staffing to ensure sufficient coverage to meet Service Level Agreements

Gathers and reports operational metrics and performance data for continued evaluation

Promotes and refines standard operating procedures to be current with the needs of the Clinical Service Desk

Ensures SLAs are being met on all accounts

Requirements

Flexible work schedule

Bachelor's Degree or work experience equivalent

3+ years minimum in a leadership role, ideally in clinical application support

3+ years minimum in a call center environment

People management experience preferred

Proven mentor and coach

Demonstrated success managing priorities and meeting deadlines and achieving or surpassing goals in fast paced, dynamic environment

Demonstrated track record of service excellence and superior communication (written and verbal) and interaction skills with clinicians and colleagues

Occasional travel required

Preferences

Previous experience working in a clinical environment --or-- on a service desk supporting healthcare customers

Experience in EMR system integration with other clinical systems, ideally: Epic, Cerner

Proficiency in Microsoft Office, specifically: Word, Excel