WhidbeyHealth · 11 hours ago
Help Desk Technician – Patient Portal
Coupeville, WA
Full-time
Onsite
Entry Level
$21.85/hr - $33.24/hr
1+ years expWhidbeyHealth is a healthcare organization seeking a Help Desk Technician – Patient Portal to support patients using their portal. This role focuses on providing first-level support for patient access issues and ensuring a positive user experience while maintaining compliance with HIPAA regulations.
Responsibilities
Execute first level problem identification and resolution to WhidbeyHealth (WH) patient portal (portal) users
Aid portal users resolve portal access and functional issues including:
Portal access
Password resets and username recovery
Multi-factor authentication issues
Viewing results, messages, and appointments
Provide clear instructions to patients of varying technical skill levels
Create and document procedures to resolve portal issues
Diagnose and resolve portal trouble tickets using documented procedures and checklist
Track, report, and resolve recurring problems within scope of Level I support expectations
Document portal issues into the IT ticket system
Coordinate or escalate portal issues to Level II or Level III technical support or other WH departments as necessary
Collect, collate, and report user feedback to Director of IT
Participate in departmental on-call rotation schedules
Qualification
Required
Highest level of education completed, minimum high school diploma or equivalent required
Minimum of one (1) year experience executing the duties of a Help Desk Technician, or customer service / call-center representative (healthcare setting preferred)
Minimum of one (1) year experience troubleshooting and resolving browser (ex: Chrome/Edge/IE) issues
Minimum of one (1) year experience working with Windows 10/11
Basic familiarity with Mobile phone Applications
Professional and strong communication skills, verbal and written, especially with individuals who may be anxious or unfamiliar with technology
Ability to follow standardized procedures, including identity verification
Ability to maintain composure, customer focus, and empathetic demeanor with upset or frustrated patients / users
Problem-solving and critical thinking
Attention to detail and accuracy
Ability to multitask in a fast-paced environment
Preferred
Associate degree in Computer Science, Information Systems, or related field preferred
Experience with patient portals (e.g., Meditech Expanse, MHealth app, MyChart, Athena, NextGen, etc.)
One (1) year experience resolving Android and iOS user issues
Prior work in healthcare registration, HIM, or IT help desk technician
Familiarity with HIPAA and patient privacy practices
Electronic Health Record experience preferred
Comp TIA A+ or Microsoft Certified Professional preferred
Service Desk/Customer Service certification preferred
Company
WhidbeyHealth
WhidbeyHealth Medical Center and clinics are operated by the Whidbey Island Public District Hospital, which is dedicated to providing exceptional care with compassion and respect.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase