Off-Shore Customer IT Liaison HCLTech

About HCLTech

Job Description

You are a clinically oriented individual with experience in Customer Service/Call Center, particularly in a White Glove setting. You are fluent in medical terminology and have familiarity with major Laboratory Information Systems (LIS) and Electronic Medical Records (EMRs) such as Epic, Cerner/Oracle, Meditech, SCCSoft lab, Sunquest, Orchard, and NextGen. Your skills include exceptional proficiency in Microsoft Excel and ticketing systems like Service Now. You are adept at communicating effectively within your peer group, facilitating customer status calls and working sessions, and monitoring the progression of validation testing. You excel at multitasking and meeting stringent customer deadlines. Providing project status updates to leadership, tracking issues, driving resolutions, and escalating when necessary are all part of your expertise. You have knowledge of interface message routing through various systems and are willing to work US hours to ensure effective team collaboration. As part of your responsibilities, you will act as the primary point of contact for Technology issues from strategic customers. You will triage and prepare customer inquiries for team members or other work groups, monitor and provide status updates to managers for all ongoing issues, and maintain a detailed log of customer inquiries and requests. Given the nature of your role, training will be comprehensive, combining minimal documentation with extensive mentoring. Access to QLS, EBU's (with modified access to limit PHI functions), Qted, eForm, and Clarity will be provided. You should anticipate a ramp-up time of 3+ months to fully acclimate to the position. If you are interested in this position, please share your updated resume with yuvapriya.b@hcltech.com.,