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WebPortal ITSupport

Summary

The HIT Department is seeking a WebPortal ITSupport specialist to assist with the day-to-day Provider WebPortal calls, emails and requests received.


Duties and Responsibilities

  • Answering all inbound WebPortal Support phone calls, emails, and requests/questions
  • Creating, updating, maintaining WebPortal user accounts – follows security policy and procedures
  • Review and provide update suggestions for the WebPortal User guide to the IT Supervisor on a quarterly basis
  • Make outbound calls to verify and finalize all incoming WebPortal user account requests
  • Document in spherical all inbound and outbound calls in detail as well as all incomplete user account requests
  • Ensure all phone calls are answered timely, providing excellent customer service
  • Understanding of all components of the MPM WebPortal user administration module
  • Understanding of all components of the MPM WebPortal system administration module
  • Understanding of EZ-CAP IPA and Hospital databases, including but not limited to the Authorization, Provider, Member, and Claims screen
  • Walk the end users through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Timely follow-up with end users to ensure all questions/problems are resolved
  • Pass on any feedback or suggestions by end-users to the appropriate internal team and management
  • Inform management of recurring problems
  • Identify and suggest possible improvements on procedures and workflows
  • Train external users on functionality of the WebPortal
  • Other special projects as requested by management

Qualifications:

  • Bachelor’s Degree or High school graduate
  • Minimum of four years’ experience working in a similar IT helpdesk position
  • Strong commitment to detail with ability to work with little supervision
  • Effective verbal, written communication and organizational skills
  • Working knowledge of MS Office suite of products
  • Excellent customer service skills

Knowledge, Skills and Abilities Required:

  • Eagerness to contribute in a team-oriented environment; able to multi-task in a very fast paced environment
  • The ability to communicate information and speak clearly about functionality so others will understand
  • Strong Microsoft Office applications skills
  • Creative problem-solving ability and dedication to accomplishing goals and challenges presented on a daily basis from internal and external users
  • Ability to interact with various levels of management and users
  • Proven ability to take initiative to move daily work forward
  • Able to follow, critically evaluate, and improve upon current processes
  • Ability to use sound judgment in completing tasks and to seek guidance when needed
  • Good interpersonal skills

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Job title: WebPortal ITSupport

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