Service Desk Associate - Portal Support

Community Care Plan•Sunrise, FL

56d•Hybrid

About The Position

The Service Desk Associate - Portal Support plays a key role in driving utilization of provider self-service tools. Responsible for processing provider portal access applications in a timely and accurate manner and promoting user understanding of portal functionality and navigation. This includes managing customer inquiries, successfully troubleshooting and resolving technical barriers, and maintaining educational materials current.

Requirements

Associates Degree in health care or related field preferred; or High School Diploma with minimum 3-5 years of healthcare industry or support desk related experience
Proficient use of spreadsheet software, word processing software, database software, and electronic medical record navigation
Experience in data processing in a healthcare setting preferred
Attention to detail and accuracy
Ability to provide excellent customer service
General technical knowledge to facilitate identification/ resolution of barriers
Proficient using Microsoft 365 software - Excel, Outlook, Teams, Word
Problem solving
Ability to consistently produce high-quality work product
Time management and prioritization
Excellent follow-through
Excellent communication
Professionalism
Ability to work in a fast-paced environment
Flexibility with changing responsibilities
Demonstrated mastery in effectively managing and prioritizing multiple tasks
Strong verbal and written communication skills
Ability to work independently and effectively interact with internal and external customers

Nice To Haves

2-3 years of experience in healthcare setting
Bilingual English/ Spanish

Responsibilities

Serve as the primary contact to manage provider office inquiries and portal end-user support requests via email and telephone queue, providing step-by-step technical support for account setup and activation, including registration, authentication, and secure code assistance across multiple systems, platforms and mobile devices.
Review and process provider portal applications to verify eligibility for access, ensuring timely resolution of discrepancies and user account creation.
Prepare accurate and complete data files and send timely to IT partners.
Perform post-access account review and work with IT partners to ensure accurate and secure account setup.
Assist users with portal navigation and account updates, escalating complex issues to leadership when needed.
Deliver professional, courteous service to internal and external customers including portal users, using approved responses and scripting when applicable.
Maintain enrollee and provider confidentiality by following HIPAA rules and regulations, as well as internal compliance policies.
Accurately document all interactions and resolutions across multiple systems, including preparing and analyzing reports in spreadsheets (e.g., Excel).
Participate in technical testing efforts to identify and address system bugs, confirm expected functionality.
Demonstrate strong attention to detail while working from multiple systems simultaneously and ensuring efficient resolution to customer inquiries or issues.
Assist with maintaining accurate and clear standard user support materials and communications.
Identify and promote opportunities to improve end-user experience.
Other duties as assigned.