Service Desk Associate

Hybrid-Sunrise, Florida

Position Summary:

The Service Desk Associate – Portal Support plays a key role in driving utilization of provider self-service tools. Responsible for processing provider portal access applications in a timely and accurate manner and promoting user understanding of portal functionality and navigation. This includes managing customer inquiries, successfully troubleshooting and resolving technical barriers, and maintaining educational materials current.

Essential Duties and Responsibilities:

1. Serve as the primary contact to manage provider office inquiries and portal end-user support requests via email and telephone queue, providing step-by-step technical support for account setup and activation, including registration, authentication, and secure code assistance across multiple systems, platforms and mobile devices.
2. Review and process provider portal applications to verify eligibility for access, ensuring timely resolution of discrepancies and user account creation.
3. Prepare accurate and complete data files and send timely to IT partners.
4. Perform post-access account review and work with IT partners to ensure accurate and secure account setup.
5. Assist users with portal navigation and account updates, escalating complex issues to leadership when needed.
6. Deliver professional, courteous service to internal and external customers including portal users, using approved responses and scripting when applicable.
7. Maintain enrollee and provider confidentiality by following HIPAA rules and regulations, as well as internal compliance policies.
8. Accurately document all interactions and resolutions across multiple systems, including preparing and analyzing reports in spreadsheets (e.g., Excel).
9. Participate in technical testing efforts to identify and address system bugs, confirm expected functionality.
10. Demonstrate strong attention to detail while working from multiple systems simultaneously and ensuring efficient resolution to customer inquiries or issues.
11. Assist with maintaining accurate and clear standard user support materials and communications.
12. Identify and promote opportunities to improve end-user experience.
13. Other duties as assigned.

Qualifications:

• Associates Degree in health care or related field preferred; or High School Diploma with minimum 3-5 years of healthcare industry or support desk related experience
• Proficient use of spreadsheet software, word processing software, database software, and electronic medical record navigation
• Experience in data processing in a healthcare setting preferred
• Preferred: 2-3 years of experience in healthcare setting
• Preferred: Bilingual English/ Spanish

This job description in no way states or implies that these are the only duties performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.

Skills and Abilities:

• Attention to detail and accuracy
• Ability to provide excellent customer service
• General technical knowledge to facilitate identification/ resolution of barriers
• Proficient using Microsoft 365 software – Excel, Outlook, Teams, Word
• Problem solving
• Ability to consistently produce high-quality work product
• Time management and prioritization
• Excellent follow-through
• Excellent communication
• Professionalism
• Ability to work in a fast-paced environment
• Flexibility with changing responsibilities
• Demonstrated mastery in effectively managing and prioritizing multiple tasks
• Strong verbal and written communication skills
• Ability to work independently and effectively interact with internal and external customers

Work Schedule:

Community Care Plan is currently following a hybrid work schedule. The company reserves the right to change the work schedules based on the company needs

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, use hands, reach with hands and arms, and talk or hear. The employee is frequently required to stand, walk, and sit. The employee is occasionally required to stoop, kneel, crouch or crawl. The employee may occasionally lift and/or move up to 15 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. The environment includes work inside/outside the office, travel to other offices, as well as domestic travel. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

We are an equal opportunity employer who recruits, employs, trains, compensates and promotes regardless of age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. We are committed to fostering, cultivating, and preserving a culture of diversity, equity and inclusion.