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Patient Portal Service Desk Agent
Assist end users with portal access issues and document solutions for future reference
Philippines
Entry Level
7 months ago
Nordic
Provides healthcare consulting and technology services focused on electronic health records, digital transformation, and performance improvement for health systems.
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Portal Service Desk Agent I
The 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
About Nordic
Provides healthcare consulting and technology services focused on electronic health records, digital transformation, and performance improvement for health systems.