Remote Patient Portal Support Agent I

Nordic Healthcare Group (NHG); Greater London; Remote; GBP 23,000 - 29,000; Full time

Job summary

The Nordic Healthcare Group (NHG) is seeking a Portal Service Desk Agent I to provide frontline support for patient portal issues across multiple clients. You will troubleshoot EHR portal problems, assist with scheduling, and guide users through onboarding and basic workflows.

Responsibilities include diagnosing issues remotely, documenting steps in ITSM, and escalating complex cases. A calm, service-oriented approach and the ability to work a varied shift schedule, including evenings, weekends,

Qualifications

• 2+ years customer service experience.
• 6+ months troubleshooting hardware on laptops/desktops.
• 6+ months troubleshooting software on laptops/desktops.
• Training and/or working knowledge to troubleshoot mobile devices (Android/iOS).
• Able to learn new software/technical processes quickly.
• Highly organized with ability to prioritize work in dynamic environments.
• Work independently and in a team environment.
• Excellent customer service and communication skills (written and verbal).
• Flexible in schedule to work nights, weekends, and/or holidays.
• Strong typing skills (speed and accuracy).

Responsibilities

• Troubleshoot and resolve EHR application and workflow issues for patients experiencing issues in Epic, Cerner, Meditech, and other portals.
• Troubleshoot issues and train patients on workflows for scheduling/billing configuration/proxy designation.
• Assist patients with installation and use of virtual meeting software (e.g., Zoom) for virtual visits.
• Analyze patient issues remotely via phone/email to pinpoint root cause for First Contact Resolution (FCR).
• Document investigations and resolutions in ITSM tickets and escalate as needed.
• Collaborate with patients and teams to guide through problem solving.
• Maintain professionalism and customer service excellence in high-pressure situations.

Skills

Customer service

IT support

Troubleshooting

Communication

Teamwork

Problem solving

Typing

Flexibility

Independent worker

Tools

ServiceNow

Remedy

ZenDesk

Cherwell

Job description

The Nordic Healthcare Group (NHG) is seeking a Portal Service Desk Agent I to provide frontline support for patient portal issues across multiple clients. You will troubleshoot EHR portal problems, assist with scheduling, and guide users through onboarding and basic workflows.

Responsibilities include diagnosing issues remotely, documenting steps in ITSM, and escalating complex cases. A calm, service-oriented approach and the ability to work a varied shift schedule, including evenings, weekends,