Patient Portal Service Desk Agent I

Nordic Global; United States; On-site; USD 42,000 - 54,000; Full time

Job summary

Nordic is seeking a Portal Service Desk Agent I to provide day-to-day technical support for hardware and software systems and to resolve user issues efficiently.

Responsibilities include documenting issues in ticketing systems, following escalation protocols, and supporting HIPAA compliance while collaborating with the team and other initiatives.

Qualifications

• Excellent customer service and communication skills.
• English proficiency to support clients; Spanish is a plus.
• Enjoys working with technology and quick to learn new software.
• Strong typing skills.
• Able to solve problems across repetitive tasks.
• Willing to work nights and weekends as needed.
• Detail-oriented and organized.
• Works well independently or in a team.

Responsibilities

• Provide excellent customer service to end users.
• Qualify user needs over the phone and use remote tools to diagnose.
• Answer and document issues, escalate when needed.
• Document requests/incidents in ticketing systems.
• Record investigations and resolutions promptly with research.
• Follow HIPAA and client notification policies.
• Attend team meetings and participate in initiatives.
• Support ad hoc projects and corporate initiatives.

Skills

Customer service

Written & verbal communication

English proficiency

Spanish language

Tech enthusiasm

Typing skills

Problem solving

Independent work

Team player

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

The Portal Service Desk Agent will be responsible for, but not be limited to:

• 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.