Web Portal IT Support I

Job Details

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.

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

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