Patient Portal – Service Desk – Agent I – Managed Services

Nordic Healthcare Group (NHG) • Shaft, MD

25d

About The Position

Make a difference. Be happy. Grow your career. JOB SUMMARY The Portal Service Desk Agent is responsible for providing day-to-day technical support to employees for a range of hardware and software-related systems. Responds to and diagnoses problems through discussion with users, which includes troubleshooting, fault rectification, and problem escalation. Provides effective and timely resolution of users’ problems, queries or complaints. Assists in hardware and software evaluation and recommends upgrades or improvements to IT infrastructure.

Requirements

• 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

Nice To Haves

• Spanish is a plus
• Working in Madison, WI, is not required, but preferred.
• Trips to the Nordic Home Office in Madison, WI will be expected
• Ability to travel up to 5% of the time

Responsibilities

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed