Remote Healthcare Help Desk Representative

About the role The Healthcare Help Desk Representative provides firstline technical and clinical support to patients providers and internal staff using the organizations electronic health platforms. This position ensures timely issue resolution maintains accurate records and contributes to a positive patient experience.

Key responsibilities

• Respond to inbound calls emails and chat requests diagnosing and resolving hardware software and application issues related to healthcare systems.

• Document all interactions in the ticketing system ensuring compliance with privacy and security standards.

• Escalate complex technical problems to Tier2 support while providing clear concise handoff notes.

• Assist users with account access password resets and multifactor authentication procedures.

• Conduct basic troubleshooting of medical device connectivity and integration with electronic health records (EHR).

• Provide guidance on best practices for using telehealth and patient portal tools.

• Participate in shift handover meetings and contribute to knowledgebase articles.

Required qualifications

• High school diploma or equivalent; associate degree or relevant certifications (e.g. CompTIA A HDI Customer Service Representative) preferred.

• 01 year of experience in a helpdesk or technical support role preferably in a healthcare setting.

• Strong verbal and written communication skills with the ability to explain technical concepts to nontechnical users.

• Basic understanding of Windows/macOS operating systems and common productivity software.

• Familiarity with HIPAA regulations and patientdata confidentiality requirements.

• Excellent problemsolving attitude and ability to work independently within a fastpaced environment.

Nice to have

• Experience with electronic health record (EHR) platforms such as Epic Cerner or Athenahealth.

• Knowledge of remote desktop tools and ticketing systems (e.g. ServiceNow Zendesk).

• Certification in medical terminology or healthcare IT (e.g. CHDA HIMSS).

• Exposure to telehealth technologies and patient portal support.

Required Skills:

Remote Support