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Hospital / Healthcare IT - Epic Clinical Service Desk End User Support On-Site Lead

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Date: Jul 13, 2019

Location: New York, NY, US

Company: NTT DATA Services

Req ID: 48136 


At NTT DATA Services, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company’s growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA Services and for the people who work here.


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 End User Support On-Site Lead 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 knowledge 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 the 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 process improvements, as well as work directly with the physicians and senior clinicians.


Role Responsibilities

  • Respond to the physician issues and incidents regarding the clinical aspects of the Epic suite (Incidents may include, but are not limited to, workflow issues, application errors, user access, etc.
  • Receive, analyze, and process the Epic application requests submitted via email, Web, and voice mails; examples include master files and category list modifications, smart lists, text, note support, etc.
  • Track, add the appropriate comments to, and close or escalate the incident tickets and related issues in a timely manner
  • Proactively manage the incident situations
  • Proactively analyze incidents for trends and identify areas of improvement and incident reductions
  • Understand the latest configurations and changes of Epic
  • Participate in change management processes and provide information on issues and workflows encountered by the service desk
  • Facilitate biweekly Inpatient and Ambulatory customer meetings
  • Attend Customer IT and Epic related meetings
  • Notify ACSD of pertinent EPIC implementations, changes and scheduled downtimes
  • Attend operations call with customer
  • Prepare quarterly deck and facilitate Executive Customer quarterly meeting
  • Develop knowledge base documents with Customer Epic team
  • Update knowledge base articles flagged for revision
  • Develop customer specific EPIC training content for ACSD
  • Review daily reports for compliance with Service Level Agreements (SLA)
  • Complete root cause analysis (RCA) for ACSD related high severity incidents or problems when requested by the customer
  • Generate ad hoc ITSM reports
  • Assist ACSD Manager with high severity incident management and broadcast communications
  • Assist customer with end user support during EPIC golive implementations
  • Assist customer network access requests for ACSD agents
  • Create or review ACSD Standard Operating Procedures (SOP) documents
  • Oversee project work hours requested by Customer



Basic Qualifications

  • Certification in one or more of the following Epic modules: Ambulatory, ASAP, Inpatient Orders and/or Clindoc, ADT or Willow
  • 5 years of experience in Epic end user support role or service desk
  • Experience using Epic in the hospital setting for 12+ years
  • Prior experience working tickets and day to day help desk functions
  • Prior experience extracting data and running statistical reports


Nice to Have

  • 3-5 years clinical nursing experience
  • Previous history managing a help desk or staff that have supported IT clinical systems
  • Experience in EMR system integration with other clinical systems
  • 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 partners with clients to navigate and simplify the modern complexities of business and technology, delivering the insights, solutions and outcomes that matter most. We deliver tangible business results by combining deep industry expertise with applied innovations in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services.


NTT DATA Services, headquartered in Plano, Texas, is a division of NTT DATA Corporation, a top 10 global business and IT services provider with 118,000+ professionals in more than 50 countries, and NTT Group, a partner to 88 percent of the Fortune 100. Visit to learn more.


NTT DATA, Inc. (the “Company”) is an equal opportunity employer and makes employment decisions on the basis of merit and business needs.  The Company will consider all qualified applicants for employment 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.  To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.




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