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Portal Service Desk Agent (Remote - US) at Jobgether. This position is posted by Jobgether on behalf of . Healthtech Consultants. . We are currently looking for a . Portal Service Desk Agent II. in the . United States. .. This role offers the opportunity to provide vital support to healthcare patients by troubleshooting and resolving issues related to electronic health record (EHR) portals. Working remotely within a dynamic environment, you will handle multiple client accounts simultaneously, delivering exceptional customer service and technical assistance. You will act as a mentor and escalation resource for team members, ensuring smooth operations and excellent patient experiences. The role requires flexibility in scheduling, including evenings, weekends, and holidays, and emphasizes collaboration, technical proficiency, and patient-focused communication.. . Accountabilities:. . 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.. . . 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/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.. . Company Location: United States.