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:
- Respond to client incidents and requests regarding the clinical aspects of the Epic suite (may include, but are not limited to, workflow issues, application errors, user access, etc.)
- Proactively manage all assigned and unassigned incidents and requests
- Drive resolution to maintain our account SLAs (Service Level Agreement)
- Handle incoming calls and follow account specific processes
- Understand the latest configurations and changes of Epic
- Participate in the development of knowledge management and training content for our staff
- Analyze closed incidents to continuously improve and expand knowledge base
- Assist and mentor service desk staff
Basic Qualifications:
- Minimum of 5 years of experience in Epic implementation and support
- Minimum of 5 years of clinical care delivery experience
Preferred Skills:
- Experienced in Epic clinical workflows and functionality
- Demonstrates a service philosophy in all interactions with clinicians and colleagues
- Have experience in analyzing quantitative and qualitative data
- Previous team leadership experience
- Experience in EMR system integration with other clinical systems
- Certification or Proficiency in one or more Epic modules
