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About the Role

The Patient Portal Service Desk Agent I troubleshoots and resolves issues with patient EHR medical records portals via phone, email, and in-baskets, supporting multiple clients simultaneously. The role requires excellent customer service skills and the ability to work a varying shift schedule, including evenings, weekends, and holidays.

Responsibilities

• Troubleshoot and resolve EHR application and workflow issues for patients in Epic, Cerner, Meditech, and other EHR medical records portals, as well as Windows, network connectivity, and Mobile Device Management (iOS and Android).
• Train patients on workflows for appointment scheduling, billing configuration, and proxy designation through the medical portal.
• Assist patients with the 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).
• Guide patients through problem-solving or workflow training processes.
• Document issue/request and troubleshooting steps thoroughly in an ITSM ticket when unable to 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-pressured situations.
• Identify and escalate high-priority issues to appropriate teams.
• 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 promote continuous improvement and increased FCR.
• 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.
• Attend and participate in team meetings.

Requirements

• 2+ years 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 in 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 troubleshooting (Zoom, etc.)
• Customer service
• ITSM system experience (ServiceNow, Remedy, Cherwell, ZenDesk)
• Healthcare terminology
• ITIL
• Mac troubleshooting
• MFA troubleshooting
• Bilingual in English and Spanish

Location

• Remote

Work Type

• Full-time
• Remote

Experience Level

• Entry Level
• Mid Level

About the Company

• Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants.

Equal Opportunity

• 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.