Web Portal IT Support I

Summary

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

Duties and Responsibilities:

• Answer all inbound Web Portal Support phone calls, emails, and requests/questions
• Create, update, maintain Web Portal user accounts – following security policy and procedures
• Make outbound calls to verify and finalize all incoming Web Portal user account requests
• Ensure all phone calls are answered timely, providing excellent customer service
• Understand all components of the MPM Web Portal user administration module
• Understand all components of the MPM Web Portal system administration module
• Understand 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
• Other special projects as requested

Minimum Job Requirements:

• Bachelor’s Degree or High school graduate
• Minimum of two 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

Skills and Abilities:

• 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
• 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

Salary Range:

• $28 – $33 hourly, depending on experience