Jobs

Description

Portal Operations & Customer Support Coordinator

Position Summary

• The Portal Operations & Customer Support Coordinator is responsible for supporting the administration, onboarding, training, and ongoing customer support for the company's provider portal platform
• This role serves as a primary point of contact for portal-related inquiries, manages shared support inboxes, assists with account setup and maintenance, and helps ensure customers receive timely and effective support
• The position also supports customer education efforts, training material updates, and communication regarding portal enhancements and system updates

Key Responsibilities

• Portal Administration & Account Management
• Manage portal enrollment and onboarding activities, including processing enrollment requests and required documentation
• Configure and maintain user accounts and permissions within the portal platform
• Review and validate physician delegation forms and other required onboarding documentation
• Monitor account setup requests to ensure timely completion and adherence to established procedures
• Maintain accurate records of portal users, access requests, and account changes

 Customer Support & Issue Resolution

• Manage and prioritize requests received through shared portal support email inboxes
• Provide first-level technical support to customers experiencing portal-related issues
• Troubleshot user access, navigation, and functionality concerns
• Escalate complex technical issues to IT and track resolution through completion
• Maintain a high level of customer service and ensure prompt responses to customer inquiries

Training & Customer Education

• Support customer onboarding and education efforts through training calls, and follow-up support
• Assist in scheduling and coordinating customer training sessions
• Help customers understand portal functionality and best practices
• Serve as a resource for customers adopting new portal features and enhancements

 Documentation & Communications

• Update and maintain training documents, FAQs, and other customer-facing resources
• Assist in developing training decks and educational materials
• Draft customer communications regarding portal updates, enhancements, and process changes