Epic Clinical Service Desk Specialist
New
N
NTT DATAHealthcare IT
Source API remote eligibility restrictions: United StatesFull-TimeMiddle
Salary83,734 - 193,829 USD per year
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Job Details
- Experience
- Minimum 3 years Healthcare Service Management-ITSM-ITSM Processes experience; minimum 1-2 years of experience in an Epic end user support role, service desk, or hospital setting; minimum 1 year of experience managing a help desk or staff that have supported IT clinical systems; minimum 1 year of experience extracting data and running statistical reports; 1-3 years of Clinical Informatics experience (preferred).
- Required Skills
- Project Management
Requirements
- Have at least 3 years of healthcare service management and ITSM process experience.
- Have 1–2 years of experience in Epic end-user support, a service desk, or a hospital setting (preferred).
- Have at least 1 year of experience managing a help desk or staff supporting clinical IT systems (preferred).
- Have at least 1 year of experience extracting data and running statistical reports (preferred).
- Hold a clinical license, with nursing preferred.
- Have certification in one or more Epic modules: Ambulatory, ASAP, Inpatient Orders, Clin Doc, ADT, or Willow (preferred).
- Have 1–3 years of Clinical Informatics experience (preferred).
- Have experience integrating EMR systems with other clinical systems (preferred).
- Have experience working tickets and performing day-to-day help desk functions (preferred).
- Have prior project management experience (preferred).
- Additional experience with Epic modules such as Prelude, Cadence, HIMS, Resolute HB, Resolute PB, MyChart, EpicLink, EpicWeb, or Clarity is preferred.
Responsibilities
- Serve as the customer’s single point of contact for Epic Clinical Service Desk concerns.
- Lead discussions about Epic workflows, best practices, process improvements, and optimization.
- Analyze incidents for trends, process improvement, shift-left candidates, and incident reduction opportunities.
- Participate in change management and prepare the service desk for Epic implementations, changes, and scheduled downtimes.
- Review daily reports for service-level agreement compliance and prepare performance presentations for customer leadership.
- Conduct root cause analysis for requested high-severity incidents or problems and generate ad hoc ITSM reports.
- Collaborate on high-severity incident management and broadcast communications.
- Develop knowledge base articles and documents with the customer’s Epic team, and coordinate customer-specific training content for agents.
- Support Command Center activities and reporting during Epic go-live implementations.
- Create and review standard operating procedures and oversee project work hours requested by the customer.
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