POSITION SUMMARY:

This position is primarily responsible for providing inbound phone support to patients of Steward Medical Group in Massachusetts, Ohio, Pennsylvania and Florida whom require assistance to set up, reset, or has questions regarding their Patient Portal. This position reports to the team lead and manager of vendor management.



KEY RESPONSIBILITIES:


* Provide phone support for inbound calls on the Portal Support line and log service requests in IT help desk software

* Perform troubleshooting to patients

* Utilize stored information and documentation to help resolve issues

* Utilize various communication methods including the telephone and email applications

* Prioritize and escalate problems within given guidelines

* Triage calls to appropriate groups if call cannot be resolved

* Provide weekly turnover reports

* Maintain proper shift coverage for answering calls

* Work with groups external to Portal Support to ensure a timely and effective hand-off of triaged calls

* Perform other duties as assigned by Vender Management Team Lead and Manager

* Demonstrate respect and regard for the dignity of all patients, families, visitors, and fellow employees to ensure a professional, responsible, and courteous environment.

* Commit to recognize and respect cultural diversity for all vendors or patients (internal and external)

* Communicate effectively with internal and external vendors and patients with respect of differences in cultures, values, beliefs and ages, utilizing interpreters when needed.



REQUIRED KNOWLEDGE & SKILLS:


* Strong analytical and problem solving skills

* Ability to multitask and prioritize work requirements

* Excellent interpersonal and communications skills, including the ability to establish and maintain effective working relationships with others

* Excellent organizational skills

* Ability to follow direction

* Ability to work independently

* Ability to be flexible, versatile, and adaptable in day-to-day activities conducted in a multi-site environment

* Ability to rely on experience and judgment to plan and accomplish goals

* Ability to express ideas concisely and clearly, orally, and in writing

* Ability to prioritize projects and daily workflow

* Ability to communicate effectively to Steward personnel using written and oral formats

* Ability to read, analyze, and interpret applicable technical documentation.



EDUCATION/EXPERIENCE/LICENSURE/TECHNICAL/OTHER:


* Education: High School Diploma or GED.



* Experience:
One year of experience in Customer Service; phone experience preferred and health care IT preferred.



* Software/Hardware:
General knowledge of Internet Explorer required, ticketing software required (Footprints Service Core/BMC Software preferred); AthenaCollector and/or AthenaCommunicator experience preferred.



Interested Candidates are encouraged to apply online at or send their resumes directly to the hiring manager:
...@steward.org.


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