General L1 support

Patient Portal and Technical Support Service Desk Associate

Job Responsibilities

• Respond to incoming Patient Portal and Technical Support Service Desk calls, addressing workflow issues, application errors, access and functionality.
• Provide first‑level support and resolve most contacts at initial interaction.
• Deliver professional, high‑quality customer service using scripts, workflows and corporate policies.
• Act as the first point of contact for patients and users requiring login and technical assistance.
• Escalate complex technical and application issues to appropriate teams when necessary.
• Identify and suggest improvements to the patient experience and deliver exceptional customer service.
• Maintain a quiet, private workspace with high‑speed wired internet and remain in the phone queue for an 8‑to‑10‑hour period with scheduled breaks.
• Read text on computer screens for the duration of the shift and ...