Remote Patient Portal Support Agent I

Nordic Global; Manila; On-site; PHP 279,000 - 390,600; Full time

Job summary

Nordic Global is seeking an entry-level Patient Portal Service Desk Agent I in Manila to assist healthcare patients with EHR portal issues across major systems. You will troubleshoot, guide on scheduling and billing workflows, and help with virtual visits while ensuring HIPAA compliance.

The role requires strong customer service, adaptability to shift schedules, and teamwork. This position emphasizes first contact resolution, patient education, and collaborative problem solving to support

Qualifications

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Responsibilities

• Troubleshoot and resolve EHR portal issues across Epic, Cerner, Meditech and related systems.
• Guide patients on scheduling, billing configurations, and proxy designations through the portal.
• Assist patients with virtual meeting tools for telehealth visits.
• Document issues and troubleshooting steps in ITSM tickets when FCR isn't reached.
• Escalate complex issues to appropriate internal teams with clear context.
• Maintain patient privacy per HIPAA and client policies.
• Collaborate with the Service Desk team to ensure timely issue resolution.

Skills

Customer service

First contact resolution

Independent work

Team collaboration

Written and verbal communication

Calm under pressure

Learning rapid software processes

Shift flexibility

Tools

ServiceNow

ZenDesk

ITSM familiarity

Job description

Nordic Global is seeking an entry-level Patient Portal Service Desk Agent I in Manila to assist healthcare patients with EHR portal issues across major systems. You will troubleshoot, guide on scheduling and billing workflows, and help with virtual visits while ensuring HIPAA compliance.

The role requires strong customer service, adaptability to shift schedules, and teamwork. This position emphasizes first contact resolution, patient education, and collaborative problem solving to support