Epic Clinical Service Desk Specialist-REMOTE

NTT
Fargo
Workplace: RemoteFull timeUSD 83,734 - 193,829 annuallyFunction: Customer Support (Service Desk)Experience: 3+ yearsSkills: ["Incident analysis","Change management","Root cause analysis","Training collaboration","Reporting"]

Serve as a single point of contact for the Epic Clinical Service Desk, leading incident analysis, workflow optimization, and change management for Epic’s EMR suite. Bring deep clinical and technical expertise to advise on Epic best practices, support command center activities during go-lives, prepare performance reporting, and develop knowledge base and SOP documentation. Collaborate with training teams and manage SLA compliance through daily reporting and RCA for high-severity issues.

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FursaFursa
NTT
NTT
3 days ago

Epic Clinical Service Desk Specialist-REMOTE

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Last checked: 10 hours agoStatus: Live

Job Summary

Serve as a single point of contact for the Epic Clinical Service Desk, leading incident analysis, workflow optimization, and change management for Epic’s EMR suite. Bring deep clinical and technical expertise to advise on Epic best practices, support command center activities during go-lives, prepare performance reporting, and develop knowledge base and SOP documentation. Collaborate with training teams and manage SLA compliance through daily reporting and RCA for high-severity issues.
Location: Fargo
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide single point of contact for the customer for all Epic Clinical Service Desk concerns and issues.
  • •Lead discussions on Epic and Epic workflows, sharing best practices and identifying workflow optimizations affecting the service desk.
  • •Analyze incidents for trends and process improvement opportunities, including shift-left actions and incident reduction.
  • •Participate in change management, preparing the service desk for Epic implementations, changes, and scheduled downtimes.
  • •Review SLA compliance via daily reporting and perform root cause analysis (RCA) for high-severity incidents/problems when requested.

Pay and Benefits

Salary: USD 83,734 - 193,829 annually
Perks:Health InsuranceDentalVisionLife InsuranceLong-term DisabilityPaid Leave401k

Key Requirements

  • •Minimum 3 years healthcare customer service experience.
  • •1–2 years of experience in Epic end user support, service desk, or a hospital setting.
  • •Certification in one or more Epic modules (Ambulatory, ASAP, Inpatient Orders, Clin Doc, ADT, or Willow).
  • •1+ year of experience managing a help desk or staff supporting IT clinical systems.
  • •1+ year of experience extracting data and running statistical reports.
Experience:3+ yearsHealthcare
Skills:Incident analysisChange managementRoot cause analysisTraining collaborationReporting
Licenses:Clinical license
Certifications:Epic AmbulatoryEpic ASAPEpic Inpatient OrdersEpic Clin DocEpic ADTEpic Willow
Tech Stack:EpicEMREpicLinkEpicWebClarityMyChartADTWillowAmbulatoryASAPInpatient OrdersClin DocCadencePreludeHIMSResolute HBResolute PBITSMSLA

Company Brief

NTT
Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Public Company (Market Cap in USD)
Headquarters: London, United Kingdom
Founded: 1983
WebsiteLinkedIn