Clinical Service Desk- Epic-BA-Remote

This role is part of our Provider Clinical Service Desk and serves as a senior agent with primary responsibility for handling inbound customer calls and working Self Service tickets to resolution. It operates within a 24x7x365 call center environment supporting our customers. Schedule flexibility is required, and work hours may change based on business and coverage needs., * Respond to client incidents and service requests related to the clinical components of the Epic EHR suite, including (but not limited to) workflow issues, application errors, and user access concerns

• Proactively manage both assigned and unassigned incidents and requests to ensure timely resolution
• Drive issue resolution in alignment with established Service Level Agreements (SLAs)
• Handle incoming calls and tickets while following account-specific procedures and documentation standards
• Maintain a strong understanding of current Epic configurations, functionality, and system updates
• Contribute to the development and continuous improvement of knowledge articles, training materials, and support documentation
• Analyze closed incidents to identify trends, gaps, and opportunities to enhance the knowledge base and overall service delivery
• Provide mentorship and guidance to service desk staff, supporting skill development and quality improvement

• Strong experience with Epic clinical workflows and functionality
• Minimum of 1-3 years of clinical care delivery experience
• Minimum of 1-3 years of experience supporting Epic, including implementation, build, or ongoing operational support
• Epic Certification or Proficiency in one or more Epic modules
• Demonstrated commitment to a service-oriented mindset when working with clinicians, end users, and colleagues
• Proven ability to analyze both quantitative and qualitative data to support decision-making and process improvement
• Excellent communication and documentation skills, * Prior team leadership, mentoring, or supervisory experience
• Experience integrating Epic or other EMR systems with ancillary or third-party clinical systems

Basic Qualifications

Minimum 1 year Healthcare-Healthcare Systems-Customer Service

Minimum 1 year Desktop Management-Desktop Administration-Service Desk Application support

NTT DATA provides a reasonable range of compensation for U.S.-based positions. The starting pay range for this remote role is $61,668-$128,476. 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 work location, relevant experience, technical skills, and other qualifications.

This position may also be eligible for incentive compensation based on individual and/or company performance.

This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.

NTT DATA Services is a recognized leader in healthcare technology and services, dedicated to improving patient outcomes and driving efficiency across the healthcare ecosystem. We deliver targeted, industry-focused solutions including patient engagement, predictive analytics, healthcare cloud hosting, system integration and interoperability, clinical and claims application implementation, revenue cycle management, policy administration, and core managed infrastructure and business process services.

Our healthcare clients include:

• More than 1,800 hospitals
• 2,200 long-term care facilities
• 225 acute care facilities
• 43,000 clinicians
• 1,000 physician practices
• 50 insurance providers, supporting over 65 million policyholders, 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 responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.