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Healthcare - Clinical Service Desk / Helpdesk Associate - Work from Home / Remote - Mexico

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Date: Jul 19, 2022

Location: Puebla, PUE, MX

Company: NTT DATA Services

Req ID: 199012 


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 Helpdesk Associate to join our Clinical Service Desk team.  This position will have the opportunity to work from home / remotely within Mexico.


All candidates are required to be shift flexible.  Night, weekend, and/or holiday work will be required. Schedule can be changed as per client and business requirements. Additionally, overtime may be required depending on business requirements.


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.


Job Responsibilities Include:

  • This position will be a part of our Provider Clinical Service Desk, as an agent primarily handling inbound customer calls. This is a call center environment in which we support our customers 24x7x365
  • All candidates will have to be shift flexible. Shift work is required including nights, weekends, and/or holidays
  • Respond to incoming service desk calls from healthcare customers regarding the clinical aspects of various clinical applications such as Epic, Cerner, McKesson and Meditech. Incidents may include, but are not limited to: workflow issues, application errors, user access, and functionality
  • Track and document the appropriate comments, and close or escalate the incident tickets and related issues in a timely manner
  • Responsible for driving resolution of incidents on a 24/7 desk
  • Read text on computer screens for the duration of the shift
  • Remain at designated workspace and in the phone queue for an 8 to10-hour period with scheduled breaks
  • Ensure a quiet, private workspace with high speed, wired internet
  • Travel up to 10% of time, if required
  • Lift up to 25 lbs. if needed for equipment setup


Basic Qualifications:

  • Minimum of 4 years of service desk / helpdesk experience or equivalent combination of education and technical troubleshooting experience (i.e. 2 years of work experience and 2 years of technical education)
  • Minimum of 1 year of technical troubleshooting experience
  • High school diploma or equivalent required


Preferred Skills:

  • Experience in a call center environment
  • Demonstrate a service philosophy in all interactions with clinicians and colleagues
  • Strong communication and interpersonal skills
  • Proficient typing and English language skills (both verbally and in writing)
  • Strong listening capabilities to fully understand caller’s needs / requests
  • Exceptional ability to work optimally in a fast-paced environment


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 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.





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