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The Portal Service Desk Agent II 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. Role is leveraged to support multiple clients simultaneously. When unable to resolve on the initial contact, documents issues to be transitioned to related teams (i.e., Medical Records, Billing, etc.) for additional patient assistance. Utilize excellent customer service skills to delight and exceed patient expectations. Demonstrates ability and willingness to remotely work a varying shift schedule that may include evenings, weekends, and holidays. This role also acts as a mentor to Patient Portal Service Desk team members, assists in training/coaching, oversees knowledgebase article approvals, and acts as an internal escalation and consultation resource.
Key Responsibilities
The Portal Service Desk Agent II will be responsible for, but not be limited to:
- Troubleshoot and resolve EHR application and workflow issues for patients experiencing issues in Epic, Cerner, Meditech, other EHR medical records portal and/or Windows, network connectivity, and Mobile Device Management (iOS and Android).
- Troubleshoot issues and train patients on workflows for scheduling/rescheduling/cancelling appointments with their provider, billing configuration, and proxy designation through the medical portal.
- Assist patients with installation, configuration, and use of virtual meeting software (i.e., Zoom, etc.) in preparation for virtual visits with their provider.
- Analyze patient issues remotely through qualifying and probing questions via phone, email, or in-baskets to pinpoint root cause with a goal of First Contact Resolution (FCR).
- Partner with patients by guiding through problem solving or workflow training processes.
- Document issue/request and troubleshooting steps performed thoroughly in an Information Technology Service Management (ITSM) ticket when unable to FCR, following escalation protocols as needed.
- 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 team for patient care or urgent issues.
- Document investigations and resolutions in a timely manner, using research to quickly understand and 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 and increased FCR.
- Make a good faith effort at resolving more complex ends 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, directed, assigned, or requested.
- Train and mentor Patient Portal Desk Agent I’s, serving as a resource to PPSD team members.
- Serve as an internal escalation point for Patient Portal Desk Agent I’s in resolving difficult customer issues.
- Attend and participate in team meetings.
Required Skills And Experience
- 3+ years’ customer service experience.
- 1+ years’ of proven performance in call center or IT support troubleshooting hardware issues on laptops and desktops.
- 1+ years’ 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).
- Highly organized with a demonstrated ability to prioritize work in dynamic and fast-paced environments.
- Excellent customer service and communication skills, written and verbal.
- Ability to maintain calm and professional composure in stressful environments.
- Must enjoy working with technology and be able to learn new hardware/software/technical processes quickly.
- 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 be able to work independently, as well as within a team environment.
- Must demonstrate and embody Nordic’s maxims.
Desired Skills
- 1+ years experience working with ITSM system (i.e., ServiceNow, Remedy, Cherwell, ZenDesk, etc.) preferred.
- Advanced understanding of Healthcare Terminology.
- Experience or knowledge with ITIL.
- Experience troubleshooting Mac.
- Experience troubleshooting MFA.
- Bilingual in English and Spanish preferred.
Additional details
- US Remote
- Must have a quiet, private working space
- Must have high speed internet availability, directly connected to a router (no wireless).
- On rare occasion, trips to the Nordic Home Office in Madison, WI may be expected.