• Help Desk Technician - Patient Portal

    Whidbey General Hospital (Coupeville, WA)


    JOB SUMMARY

    **Onsite position. On call rotation requires employee to be within 1 hour travel time to WhidbeyHealth, 101 N Main St., Coupeville, WA.

     

    The Help Desk Technician - Patient Portal will support patients who use the WhidbeyHealth patient portal. This role provides ?rst level problem identification and resolution, assists patients with login issues, password resets, identity verification, navigation, and general portal functionality. The technician ensures a positive patient experience by delivering timely, accurate, and compassionate support while maintaining HIPAA compliance and safeguarding patient data. The role combines basic IT support with healthcare focused customer service skills.

    PRINCIPLE FUNCTIONS include the following: other duties may be assigned:

    + Execute ?rst level problem identi?cation 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.

    JOB KNOWLEDGE & QUALIFICATIONS

    Education

    + Highest level of education completed, minimum high school diploma or equivalent required.

    + Associate degree in Computer Science, Information Systems, or related field preferred.

     

    Training and Experience

    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

     

    + 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.

    + Meditech Expanse.

     

    Certificates, Licenses, Registrations

     

    + Comp TIA A+ or Microsoft Certified Professional preferred.

    + Service Desk/Customer Service certification preferred.

    Benefit Information and Wage Transparency:

    WhidbeyHealth Employees who work a 0.6 FTE or higher are categorized as, “benefit eligible”.

     

    Click here for benefit information. (https://whidbeyhealth.org/wp-content/uploads/2022/12/WhidbeyHealth-Benefit-Information.pdf)

     

    Wage range: $21.85 - $33.24