Helpdesk Associate

We are seeking a Patient Portal and Technical Support Service Desk Associate to join our healthcare team. This role involves providing comprehensive support for patient portal applications and technical assistance to users. The ideal candidate will have strong problem-solving skills, excellent communication abilities, and a deep understanding of healthcare applications and technical support processes. 

All candidates are required to be shift flexible.  Night, weekend, and/or holiday work will be required. Schedule can be changed as per client and business requirements or training needs. Additionally, overtime may be required depending on business requirements.  

NTT DATA Services is committed to improving patient outcomes by creating efficiencies across the healthcare ecosystem. A recognized leader in the healthcare space, the company delivers targeted segment solutions including patient engagement, technical and clinical service desk, predictive analytics, healthcare cloud hosting, integration and interoperability, clinical and claims application implementation, revenue cycle management and policy administration, in addition to core managed infrastructure, application and business process services. 

Job Responsibilities Include:  

This position will be a part of our Patient Portal and Technical Support Service Desk, as an agent primarily handling inbound patient and user calls. This is a call center environment in which we support our customers 24x7x365. Agents will engage in on-going training and development to prepare them for next-level support and promotional advancement. 

• All candidates will have to be shift flexible. Shift work is required including nights, weekends, and/or holidays. Account specific training is conducted during day shift hours, regardless of assigned shift.    

• Respond to incoming Patient Portal and Technical Support Service Desk calls. Contacts may include, but are not limited to workflow issues, application errors, access, and functionality. Most incoming contacts are resolvable at first level support. 

• Provide professional and high-quality customer service to patients and users through adherence to scripts, workflows and in compliance with corporate policies and procedures. 

• Provide front-line technical support for all patients and users. The helpdesk is here to serve and support our customers when they need it to ensure our healthcare operations run smoothly. The position will serve as the first point of contact for patients and users needing login and technical assistance. 

• Escalate complex technical and application issues to the appropriate teams when necessary. 

• Identify and suggest possible improvements to patient experience and deliver exceptional customer service to all callers. 

• Read text on computer screens for the duration of the shift  

• Remain at designated workspace and in the phone queue for an 8 to10-hour period with scheduled breaks  

• Ensure a quiet, private workspace with high speed, wired internet  

• Have a working cell phone for manager communication and Two-Factor Authentication  

Basic Qualifications:  

• Bilingual (speaking & writing) 

• 1 to 3 years of customer service, preferably in a contact center environment or medical environment. 

• 1 to 3 years of experience analyzing and solving customer problems. 

• Ability to communicate technical information clearly to non-technical users. 

• Strong organizational skills and attention to detail. 

• High school diploma or equivalent required  

Preferred Skills:  

• Experience in a call center environment  

• Demonstrate a service philosophy in all interactions  

• Effective communication and interpersonal skills  

• Proficient typing and English language skills (both verbally and in writing)  

• Demonstrate the ability to actively listen to callers, analyze their needs, and determine the appropriate action based on the customer's requirements.  

• Exceptional ability to work optimally in a fast-paced environment  

This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc., or its subsidiaries.  Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment.  

About NTT DATA Services 

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure, and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100. 

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law. To learn more, please visit https://us.nttdata.com/en/about-us/content/diversity-and-inclusion . Furthermore, NTT DATA Services will make accommodations for eligible applicants on a case-by-case basis. Please email EEOOfficer@nttdata.com for assistance.