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About the Role

The Patient Portal Service Desk Agent I answers calls, in-baskets, e-mails, and other forms of contact from healthcare patients to troubleshoot and resolve issues with their EHR medical records portal. This role supports multiple clients simultaneously and transitions unresolved issues to specialized teams. The agent utilizes excellent customer service skills to exceed patient expectations and demonstrates the ability to work a varying shift schedule, including evenings, weekends, and holidays.

Responsibilities

Troubleshoot and resolve EHR application and workflow issues for patients experiencing problems with Epic, Cerner, Meditech, other EHR medical records portals, Windows, network connectivity, and Mobile Device Management (iOS and Android).
Troubleshoot issues and train patients on workflows for scheduling, billing configuration, and proxy designation through the medical portal.
Assist patients with installation, configuration, and use of virtual meeting software for virtual visits.
Analyze patient issues remotely through qualifying and probing questions to pinpoint root cause with a goal of First Contact Resolution (FCR).
Partner with patients by guiding them through problem-solving or workflow training processes.
Document issue/request and troubleshooting steps thoroughly in an ITSM ticket when unable to achieve FCR, following escalation protocols.
Demonstrate a customer-centric attitude and provide a high level of professionalism and customer service.
Maintain calm and professional composure in high-pressure situations.
Identify and escalate high-priority issues to the appropriate team for patient care or urgent issues.
Document investigations and resolutions in a timely manner, using research to diagnose issues.
Resolve issues using standard practices, procedures, approved troubleshooting tools, and workflow processes.
Maintain and expand knowledge of help desk procedures and services to capture issue resolutions and promote continuous improvement.
Make a good faith effort at resolving more complex end-user issues.
Collaborate and interface with all members of the Service Desk as a supportive team player.
Work efficiently and reliably in unsupervised and varying environments.
Adhere to policies and procedures such as HIPAA, Nordic, and client notification expectations.
Complete assigned projects on an ad hoc basis and assist with other corporate initiatives as necessary.
Attend and participate in team meetings.

Requirements

2+ years of customer service experience.
6+ months of proven performance in call center or IT support troubleshooting hardware issues on laptops and desktops.
6+ months of proven performance in call center or IT support installing and troubleshooting software issues on laptops and desktops.
Training and/or working knowledge to troubleshoot mobile devices (phones and tablets) on Android and iOS platforms.
Must enjoy working with technology and be able to learn new software/technical processes quickly.
Highly organized with a demonstrated ability to prioritize work in dynamic and fast-paced environments.
Must be able to work independently, as well as within a team environment.
Excellent customer service and communication skills (written and verbal).
Ability to maintain calm and professional composure in stressful environments.
Ability to apply problem-solving skills across repetitive tasks and demonstrate strong logical and analytical thinking skills.
Flexible schedule to work nights, weekends, and/or holidays, depending on assigned shift.
Strong attention to detail and ability to organize.
Demonstrate strong typing skills (speed and accuracy).
Must demonstrate and embody Nordic’s maxims.

Skills

EHR application troubleshooting
EHR workflow troubleshooting
Epic
Cerner
Meditech
Windows troubleshooting
Network connectivity troubleshooting
Mobile Device Management (iOS and Android)
Appointment scheduling workflows
Billing configuration
Proxy designation
Virtual meeting software (Zoom)
Customer service
Problem-solving
Information Technology Service Management (ITSM)
HIPAA
Typing (speed and accuracy)

Location

Remote

Work Type

Full-time
Remote

Experience Level

Entry Level

About the Company

Healthcare organizations are challenged to deliver higher quality care at a lower cost.
Our award-winning team provides consulting services focused on strategy, technology, and operations, as well as managed services, that result in a stronger business with better patient outcomes.
Ranked as a best place to work by nine publications, Nordic's culture provides our home office and consultants a supportive environment in healthcare that allows you to make a difference, be happy, and grow your career.

Equal Opportunity

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.