Remote Patient Portal Support Specialist

Nordic Global; Manila; On-site; PHP 279,000 - 424,000; Full time

Job summary

Nordic is seeking a Patient Portal Service Desk Agent I to support patients with EHR portal issues across multiple platforms. You will troubleshoot portal, scheduling, billing, and mobility-related problems while guiding patients through virtual visits and ensuring first-contact resolution.

Role emphasizes customer service excellence and adaptability to remote, varied shift schedules. The position requires 2+ years in customer service and 6+ months in IT support, with strong communication skills

Qualifications

• 2+ years of customer service experience.
• 6+ months of IT support troubleshooting hardware on laptops/desktops.
• 6+ months of IT support installing/troubleshooting software on laptops/desktops.
• Training to troubleshoot mobile devices on Android/iOS.
• Strong ability to learn new software quickly.
• Excellent communication and organizational skills.
• Ability to work independently and in a team.
• Bilingual in English and Spanish is a plus.

Responsibilities

• Troubleshoot and resolve EHR portal issues for patients across Epic, Cerner, Meditech, and other portals.
• Troubleshoot workflow issues for scheduling, billing configuration, and proxy designation.
• Assist patients with virtual visit setup using Zoom or similar tools.
• Diagnose issues via phone, email, or ITSM to achieve First Contact Resolution (FCR).
• Document investigations and resolutions thoroughly in ITSM tickets and escalate when needed.
• Maintain patient-centric professionalism and calm under pressure.
• Identify high-priority issues and escalate to appropriate teams for patient care.
• Collaborate with Service Desk teams and work across rotating shifts including evenings/weekends/holidays.

Job description

Nordic is seeking a Patient Portal Service Desk Agent I to support patients with EHR portal issues across multiple platforms. You will troubleshoot portal, scheduling, billing, and mobility-related problems while guiding patients through virtual visits and ensuring first-contact resolution.

Role emphasizes customer service excellence and adaptability to remote, varied shift schedules. The position requires 2+ years in customer service and 6+ months in IT support, with strong communication skills