Portal Service Desk Agent (Remote - US)

This position is posted by Jobgether on behalf of Healthtech Consultants. We are currently looking for a Portal Service Desk Agent II in the United States.

This role offers the opportunity to provide vital support to healthcare patients by troubleshooting and resolving issues related to electronic health record (EHR) portals. Working remotely within a dynamic environment, you will handle multiple client accounts simultaneously, delivering exceptional customer service and technical assistance. You will act as a mentor and escalation resource for team members, ensuring smooth operations and excellent patient experiences. The role requires flexibility in scheduling, including evenings, weekends, and holidays, and emphasizes collaboration, technical proficiency, and patient-focused communication.

Accountabilities:

• Respond to patient inquiries via calls, emails, and in-baskets to resolve issues with EHR portals such as Epic, Cerner, and Meditech.
• Troubleshoot problems related to portal workflows, scheduling, billing, proxy designations, and virtual visit setups.
• Guide patients through software installations and virtual meeting preparations.
• Strive for First Contact Resolution by diagnosing issues using probing questions and documenting cases thoroughly in ITSM systems.
• Serve as a mentor and internal escalation point for junior team members.
• Maintain professionalism and composure in high-pressure situations while adhering to HIPAA and client policies.
• Participate in team meetings and contribute to continuous improvement initiatives.

Requirements

• Minimum 3 years of customer service experience.
• At least 1 year in call center or IT support with proven skills troubleshooting hardware and software on laptops/desktops.
• Working knowledge of mobile device troubleshooting on Android and iOS platforms.
• Strong organizational skills with the ability to prioritize in a fast-paced environment.
• Excellent verbal and written communication skills.
• Ability to remain calm and professional under stress.
• Self-motivated with the ability to work independently and collaboratively.
• Flexibility to work varying shifts including nights, weekends, and holidays.
• Strong typing speed and accuracy.

Benefits

• Competitive salary package.
• Flexible remote work environment requiring a private workspace and reliable high-speed internet.
• Opportunities for professional growth and development.
• Supportive team culture focused on mentorship and continuous learning.
• Occasional travel to corporate offices as needed (Madison, WI).

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.
When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.

🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements.
📊 It compares your profile to the job’s core requirements and past success factors to determine your match score.
🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.
🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.

The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role.
Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team.

Thank you for your interest!

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