Patient Portal Service Desk Agent

Make a difference. Be happy. Grow your career. **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** ======================== The Portal Service Desk Agent will be responsible for, but not be limited to: * 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