Clinical Service Desk Associate; remote

Position: Clinical Service Desk Associate (remote)
Req :  358112

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.

We are currently seeking a Clinical Service Associate (remote) to join our team in Halifax, Nova Scotia (CA-NS), Canada (CA). NTT DATA Canada is also looking for a Clinical Service Desk Helpdesk Associate to work remotely in Halifax, NS.

Must be available & able to work for all shifts including weekends & holidays. Time zones supported will vary. Preference given to applicants based in Halifax, NS. Shift flexibility is required; night, weekend, and/or holiday work will be needed. The schedule can change as per client and business requirements or training needs. Overtime may also be required.

NTT DATA Services is committed to improving patient outcomes by creating efficiencies across the healthcare ecosystem. As a recognized leader in the healthcare space, the company delivers 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 supporting 65 million policy holders.

Responsibilities

This position will be part of our Provider Clinical Service Desk, as an agent primarily handling inbound customer calls in a 24x7x365 call center environment.

All candidates must be shift flexible. Shift work is required including nights, weekends, and/or holidays. Account‑specific training is conducted during day shift hours, regardless of assigned shift.

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 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 8–10 hour period with scheduled breaks.

Ensure a quiet, private workspace with high‑speed, wired internet.

Travel up to 10% of the time if required.

Lift up to 25 lbs if needed for equipment setup.

Have a working cell phone for manager communication and two‑factor authentication.

Qualifications

Minimum of 4 years of service desk/helpdesk experience or an equivalent combination of education and technical troubleshooting experience (e.g., 2 years of work experience and 2 years of technical education).

Minimum of 1 year of technical troubleshooting experience with healthcare systems & customer service.

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.

Effective 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
NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through…