Patient Portal Service Desk Agent

Make a difference. Be happy. Grow your career.PORTAL SERVICE DESK AGENT IThe 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 ResponsibilitiesThe Portal Service Desk Agent will be responsible for, but not be limited to:Providing excellent customer serviceResponding to end users with an analysis of their needs through qualifying questions over the phone and may use remote applications to diagnose the needsTaking customer calls about issues, resolving the issue during the call, or adequately documenting and transitioning the issue, following escalation protocols, as neededAccurately 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 issuesAdhering to policies and procedures such as HIPAA and client notification expectationsAttending and participating in team meetingsWorking on assigned projects on an ad hoc basis and assisting with other corporate initiatives as necessary, directed, assigned, or requestedSKILLS AND EXPERIENCEExcellent customer service and communication skills, written and verbalProficient in English to support our clients’ needs. Spanish is a plusMust enjoy working with technology, be able to learn new software quickly, and have strong typing skillsAbility to apply problem solving skills across repetitive tasksAbility to work nights and weekends, depending on assigned shiftStrong attention to detail and ability to organizeMust be able to work independently, as well as within a team environmentMust demonstrate and embody Nordic’s maxims