Epic Clinical Service Desk Specialist-REMOTE

NTT DATA 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.

NTT DATA Services currently seeks an Epic Clinical Service Desk Onsite Specialist to join our Epic Clinical Service Desk team. This role will provide our client with a knowledgeable 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 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 cost-effective process improvements and analysis in support, as well as work directly with executives and directors at the client site.

The individual will be responsible for the following:

• 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

Preferred Qualifications 

• 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

Preferred Skills

• 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, Epic Link, Epic Web, and/or Clarity

Basic Qualifications

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

NTT DATA provides a reasonable range of compensation for U.S.

-based positions. The starting pay range for this remote role is $83,734-$193,829. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate’s actual…