[Hiring] Clinical Service Desk Manager @NTT DATA Services

Role Description

The Clinical Service Desk Manager brings knowledge of clinical and technical solutions and clinical workflows in various healthcare environments to provide service excellence to the clinician end users. The Clinical Service Desk Manager reports to the Clinical Service Desk Delivery Director.

• Directs the efforts of others in the achievement of the strategic and operational objectives of the group.
• Responsible for achieving target customer satisfaction levels within the Clinical Service Desk.
• Resolves and directs application and customer satisfaction issues to ensure a quality support environment and to obtain maximum customer-based satisfaction.
• Applies analytics to identify new or recurring operational, productivity, and/or customer satisfaction problems.
• Collaborates with other service areas to propose tool, process, and service improvements.
• Documents proposed changes for discussion with customer representatives as requested.
• Develops plans and objectives and participates in cross-functional initiatives to improve operational performance for the Clinical Service Desk.
• Collaborates with customers and internal teams to resolve application and customer satisfaction issues.
• Recruits, develops, and evaluates personnel to ensure the efficient operation of the function.
• Supervises, mentors, and coaches team members for development/planning, performance review, goal achievement, and pay discussions.
• Resolves client escalations where appropriate.
• Leads a team responsible for assisting users over the phone and electronically in solving problems related to EMR, hardware, software, networks, and peripherals.
• Ensures representatives are properly trained when legacy products are upgraded, and new products are released.
• Coordinates staffing to ensure sufficient coverage to meet Service Level Agreements.
• Gathers and reports operational metrics and performance data for continued evaluation.
• Promotes and refines standard operating procedures to be current with the needs of the Clinical Service Desk.
• Ensures SLAs are being met on all accounts.
• Flexible work schedule required.

Qualifications

• Bachelor's Degree or work experience equivalent.
• 3+ years minimum in a leadership role, ideally in clinical application support.
• 3+ years minimum in a call center environment.
• People management experience.
• Proven mentor and coach.
• Demonstrated success managing priorities and meeting deadlines and achieving or surpassing goals in fast-paced, dynamic environment.
• Demonstrated track record of service excellence and superior communication (written and verbal) and interaction skills with clinicians and colleagues.
• Occasional travel required.

Requirements

• Minimum 5 years Healthcare Service Management-ITSM-ITSM Processes experience.

Benefits

• 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.
• Additional voluntary or legally-required benefits.