IT Clinical Liaison- REMOTE

NTT DATA Services currently seeks aClinical Liaison to join our team.

Job Responsibilities Include:

• Provide single point of contact for customer for all concerns and matters related to the Advanced Clinical Service Desk
• Provide input to design and development of analytics used for monThe individual will be responsible for the following:itoring compliance to Service Level Agreements (contract SLA) & identifying opportunities for improvement
• Lead discussions involving Electronic Medical Records (Epic, Cerner, Meditech, etc) This includes best practices, lessons learned, provide input on processes and procedures, and identify optimization workflows impacting the Advanced Clinical Service Desk
• Analyze incidents for trends, process improvement, shift-left candidates, and incident reduction opportunities
• Understand the latest configurations, scheduled downtimesand changes in a Healthcare IT environment
• Participate in change management processes and prepare the Advanced Clinical Service Desk of pertinent EMR implementations, changes, and scheduled downtimes
• Attend and participate in weekly Customer IT, Inpatient, and Ambulatory customer meetings
• Prepare monthly and quarterly presentations regarding contractual performance to Customer leadership
• Develop knowledge base articles and documents with Customer Epic team
• Review daily reports for compliance with Service Level Agreements (SLA)
• Complete root cause analysis (RCA) for Advanced Clinical Service Desk related to high severity incidents or problems when requested by the customer
• Generate ad hoc ITSM reports
• Identify opportunities for process and procedure enhancements to drive efficiency and customer service levels
• Anticipate operational, program, and implementation issues and develop preventive measures
• Oversee ad hoc project as requested by Customer

Preferred Skills

• Bachelor's Degree or work experience equivalent
• Demonstrated track record of service excellence and superior communication (written and verbal) and interaction skills with clinicians and colleagues
• Proven ability to drive decision making amongst key stakeholders
• Highly organized with a demonstrated ability to prioritize work in dynamic and fast paced environments
• Previous history managing a help desk, large scale Clinical IT projects or staff that have supported IT clinical systems
• Experience in EMR system integration with other clinical systems
• Prior ITIL / incident management experience

Basic Qualifications

Minimum 3 years Account/Delivery oversight

Minimum of 3 years of experience in a EMR with clinical application implementation and/or support.