NTT DATA Services 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 Helpdesk Manager to join our team in Guadalajara, Jalisco (MX-JAL), Mexico (MX). NTT DATA Services currently seeks Clinical Service Desk Manager to join our 24 / 7x365 Clinical Service Desk in our Healthcare and Life Sciences team to support transition and steady state activities as NTT stands up additional leveraged services.
With our Healthcare partners, we are focused on delivering better outcomes for patients across numberous accounts, through the continuous improvement of services to clinical end users.
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 Director. Role Responsibilities - Establishes and maintains systems that provide solutions to customer questions and problems 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. As requested, documents proposed changes for discussion with customer representatives 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 Responsible for career development / planning, performance and pay discussions of team members Ensures representatives are properly trained when legacy products are upgraded, and new products are released Responsible for all HR activities including but not limited to signing offers of employment as well submitting terminations when required Responsible for managing the budget for the Clinical Service Desk including approving expense report Requirements Bachelor's Degree or work experience equivalent 5 years minimum in a leadership role, ideally in clinical application support 3 years minimum in a call center environment Experienced people manager, leading and developing teams of 20 resources 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 Preferences Previous experience working in a clinical environment or on a service desk supporting healthcare customers Experience in EMR system integration with other clinical systems, ideally Cerner,