Rockefeller Philanthropy Advisors is hiring a Portal Service Desk Agent to provide vital technical support to healthcare patients navigating electronic health record portals. In this remote role, you will work within a dynamic environment, handling multiple client accounts while delivering exceptional customer service and technical assistance.
What You'll Do
- 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.
What We're Looking For
- 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 and 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.
Technical Stack
- Epic
- Cerner
- Meditech
- ITSM systems
- Android
- iOS
Team & Environment
You will act as a mentor and escalation resource for team members within a supportive culture focused on continuous learning.
Benefits & Compensation
- 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.
Work Mode
This is a remote position open to candidates within the United States.
