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Patient Portal Support Specialist

3 months ago

Richardson, United States Steward Health Care Full time

This is a fully remote position available to only individuals residing in: Arizona, Arkansas, California, Connecticut, Florida, Georgia, Louisiana, Massachusetts, Michigan, Mississippi, Montana, New Hampshire, New Jersey, New York, Ohio, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, or Utah. Summary: Reporting to the Supervisor, Patient Digital Experience, this key individual will assist with, and be responsible for, providing day-to-day technical support to patients and health care staff related to the Steward Connect Patient Portal system. Respond to and diagnoses problems through discussion with patients or staff, which includes troubleshooting, issue identification/resolution and escalation. Provides effective and timely resolution of patient or staff queries, concerns, or complaints. Responsibilities: Supporting patients through the registration, log in and navigation processes of their patient portal. Providing patients with basic tech support and excellent customer service to facilitate their patient portal experience. Responding to patient support requests, analyzing their needs through qualifying questions, and use of remote applications to diagnose support needs. Gathering data from incoming support calls to identify and resolve portal related technology issues, adequately documenting and transitioning the issue, and following escalation protocols, as indicated. Accurately investigate and resolve portal related issues in a timely manner, using research to quickly understand and diagnose issues. Adhering 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. Required Knowledge & Experience: 2+ years of experience in a medical office/hospital/clinic environment is required. Prior experience working with EHR Systems preferred; athena, eCW or Meditech system is a plus. Ability to work remotely in a quiet area. High school diploma or equivalent required. Excellent customer service and communication skills, written and verbal. Must enjoy working with technology and software. Must type a minimum of 40 WPM. Ability to apply problem solving skills across repetitive tasks. Strong attention to detail and ability to prioritize and organize. Must be able to work independently, as well as within a team environment. #J-18808-Ljbffr