Patient Portal Service Desk Agent I

About the Role

The Patient Portal Service Desk Agent provides 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, troubleshoot and rectify faults, and escalate issues as needed. The role involves resolving users’ problems, queries, or complaints effectively and timely, as well as assisting in hardware and software evaluation and recommending upgrades or improvements to the IT infrastructure.

Responsibilities

• Provide excellent customer service.
• Respond to end users by analyzing their needs through qualifying questions over the phone and using remote applications to diagnose issues.
• Resolve basic IT issues during calls or document and transition issues following escalation protocols.
• Accurately document requests and incidents in relevant ticketing system(s).
• Document investigations and resolutions in a timely manner, using research to quickly understand and diagnose issues.
• Adhere to policies and procedures such as HIPAA and client notification expectations.
• Attend and participate in team meetings.
• Work on assigned projects on an ad hoc basis and assist with other corporate initiatives as necessary.

Skills and Qualifications

• Excellent customer service and communication skills, both written and verbal.
• Proficient in English to support clients’ needs; Spanish is a plus.
• Enjoy working with technology, ability to learn new software quickly, and strong typing skills.
• Apply problem-solving skills across repetitive tasks.
• Ability to work nights and weekends, depending on assigned shift.
• Strong attention to detail and organizational skills.
• Ability to work independently and within a team environment.
• Demonstrate and embody company maxims.

Additional Details

• Ability to travel up to 5% of the time.