Patient Portal Service Desk Agent I

Healthtech Inc; Northern (KY); On-site; USD 42,000 - 56,000; Full time

Job summary

Nordic seeks a Portal Service Desk Agent I to deliver day-to-day technical support for hardware and software to employees. You will handle calls, chats, and emails, diagnose issues, document them, and escalate when needed, while adhering to policies and contributing to team initiatives.

The role emphasizes customer service, quick learning of new software, and strong attention to detail. Some night/weekend shifts may be required in this fast-paced healthcare IT environment.

Qualifications

• Excellent customer service and communication skills.
• Proficient in English; Spanish is a plus.
• Able to learn new software quickly and type accurately.
• Ability to apply problem-solving skills to repetitive tasks.
• Willing to work nights and weekends as needed.
• Strong attention to detail and organizational skills.
• Able to work independently and as part of a team.
• Demonstrates Nordic maxims.

Responsibilities

• Provide excellent customer service to end users.
• Qualify issues over the phone to determine needs.
• Document and transition issues following escalation protocols.
• Use ticketing system to record incidents and resolutions.
• Investigate and diagnose issues using available tools and research.
• Adhere to HIPAA-like policies and client expectations.
• Attend team meetings and participate in projects as needed.

Skills

Customer service

English proficiency

Typing skills

Problem solving

Team player

Independent worker

Nordic maxims

Tools

Ticketing system

Job description

Make a difference. Be happy. Grow your career.PORTAL SERVICE DESK AGENT I The Patient Portal Service Desk Agent is responsible for providing day-to-day technical support to employees for a range of hardware and software-related systems. They respond to and diagnose problems through discussion with users, which includes troubleshooting, fault rectification, and problem escalation. They provide effective and timely resolution of users’ problems, queries or complaints. They assist in hardware and software evaluation and recommend upgrades or improvements to the IT infrastructure. The Patient Portal Service Desk Agent answers calls, chats, and e-mails from end users, resolves basic IT issues, and documents issues to be handed off to an application support team.

KEY RESPONSIBILITIES

• Providing excellent customer service
• Responding to end users with an analysis of their needs through qualifying questions over the phone and may use remote applications to diagnose the needs
• Taking customer calls about issues, resolving the issue during the call, or adequately documenting and transitioning the issue, following escalation protocols, as needed
• Accurately documenting pertinent information for requests and incidents in relevant ticketing system(s)
• Documenting investigations and resolutions in a timely manner, using research to quickly understand and diagnose issues
• Adhering to policies and procedures such as HIPAA and client notification expectations
• Attending and participating in team meetings
• Working on assigned projects on an ad hoc basis and assisting with other corporate initiatives as necessary, directed, assigned, or requested

SKILLS AND EXPERIENCE

• Excellent customer service and communication skills, written and verbal
• Proficient in English to support our clients’ needs. Spanish is a plus
• Must enjoy working with technology, be able to learn new software quickly, and have strong typing skills
• Ability to apply problem solving skills across repetitive tasks
• Ability to work nights and weekends, depending on assigned shift
• Strong attention to detail and ability to organize
• Must be able to work independently, as well as within a team environment
• Must demonstrate and embody Nordic’s maxims

ADDITIONAL DETAILS

• Ability to travel up to 5% of the time
• Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.

Healthcare organizations are challenged to deliver higher quality care at a lower cost. Our award-winning team provides consulting services focused on strategy, technology, and operations, as well as managed services, that result in a stronger business with better patient outcomes. Ranked as a best place to work by nine publications, Nordic's culture provides our home office and consultants a supportive environment in healthcare that allows you to make a difference, be happy, and grow your career.