Remote Patient Portal Help Desk Analyst I

Healthtech Inc; Hinoba-an; On-site; PHP 1,995,000 - 3,242,000; Full time

Job summary

Nordic is hiring a Patient Portal Service Desk Agent I to troubleshoot and resolve issues in EHR portals and related systems. The role supports multiple clients remotely, handling calls, emails, and tickets with a focus on First Contact Resolution.

Responsibilities include guiding patients through scheduling, billing configurations, and portal workflows, plus training on virtual visits and device setup. Flexibility for evenings/weekends/holidays is required, while maintaining HIPAA compliance.

Qualifications

• 2+ years of customer service experience.
• 6+ months in call center or IT support troubleshooting hardware on laptops/desktops.
• 6+ months in call center or IT support installing and troubleshooting software on laptops/desktops.
• Training and/or working knowledge to troubleshoot mobile devices (Android and iOS).
• Ability to learn new software quickly.
• Highly organized with ability to prioritize in dynamic environments.
• Excellent written and verbal communication skills.
• Flexible to work nights, weekends, and holidays as required.
• Demonstrates Nordic maxims.

Responsibilities

• Troubleshoot and resolve EHR application and workflow issues for patients across Epic, Cerner, Meditech and more.
• Assist patients with scheduling, billing configurations, and portal workflows.
• Guide patients on use of virtual meeting software (e.g., Zoom) for remote visits.
• Analyze issues remotely to achieve First Contact Resolution.
• Document issues and troubleshooting steps in ITSM tickets and escalate as needed.
• Maintain a customer-centric, calm, and professional demeanor.
• Collaborate with Service Desk team to support multi-client workloads.

Skills

Customer service

Call center

IT support

Hardware troubleshooting

Software troubleshooting

Mobile devices (Android/iOS)

Typing speed

Team player

Nordic maxims

Tools

ServiceNow

Remedy

Cherwell

ZenDesk

Job description

Nordic is hiring a Patient Portal Service Desk Agent I to troubleshoot and resolve issues in EHR portals and related systems. The role supports multiple clients remotely, handling calls, emails, and tickets with a focus on First Contact Resolution.

Responsibilities include guiding patients through scheduling, billing configurations, and portal workflows, plus training on virtual visits and device setup. Flexibility for evenings/weekends/holidays is required, while maintaining HIPAA compliance.