Specialist Customer Service

Position Summary

The Portal Operations & Customer Support Coordinator is responsible for supporting the administration, onboarding, training, and ongoing customer support for the company's provider portal platform. This role serves as a primary point of contact for portal-related inquiries, manages shared support inboxes, assists with account setup and maintenance, and helps ensure customers receive timely and effective support. The position also supports customer education efforts, training material updates, and communication regarding portal enhancements and system updates.

Key Responsibilities

• Portal Administration & Account Management:

  • Manage portal enrollment and onboarding activities, including processing Enrollment Requests And Required Documentation
  • Configure and maintain user accounts and permissions within the portal platform
  • Review and validate physician delegation forms and other required onboarding documentation
  • Monitor account setup requests to ensure timely completion and adherence to established procedures
  • Maintain accurate records of portal users, access requests, and account changes

• Customer Support & Issue Resolution:

  • Manage and prioritize requests received through shared portal support email inboxes
  • Provide first-level technical support to customers experiencing portal-related issues
  • Troubleshoot user access, navigation, and functionality concerns
  • Escalate complex technical issues to IT and track resolution through completion
  • Maintain a high level of customer service and ensure prompt responses to customer inquiries

• Training & Customer Education Support:

  • Support customer onboarding and education efforts through training calls, and follow-up support
  • Aid in scheduling and coordinating customer training sessions
  • Help customers understand portal functionality and best practices
  • Serve as a resource for customers adopting new portal features and enhancements

• Documentation & Communications:

  • Update and maintain training documents, FAQs, and other customer-facing resources
  • Assist in developing training decks and educational materials
  • Draft customer communications regarding portal updates, enhancements, and process changes

Benefits

• Medical and Prescription Drug Plans

• Dental Plan

• Vision Plan

• Health Savings Account (for High Deductible Health Plans)

• Flexible Spending Accounts (Health, Limited Purpose, Dependent Care, Commuter Parking and Commuter Transit)

• Supplemental Life Insurance

• Short Term Disability (coverage varies by state)

• Long Term Disability

• Critical Illness, Hospital coverage, Accident Insurance

• MetLife Legal, MetLife ID Fraud, and MetLife Pet Insurance

• 401(k)