Portal Service Desk Analyst I (Healthcare)

Location: Philippines; remote work with varying shifts, including evenings, weekends, and holidays

Company

hirify.global provides technical and service desk support for healthcare clients and their patients.

What you will do

• Answer calls, emails, in-baskets, and other patient contacts while troubleshooting and resolving EHR portal, workflow, hardware, software, network, and mobile device issues.
• Guide patients through appointment scheduling, billing configuration, proxy designation, portal workflows, and virtual visit software setup.
• Analyze issues through qualifying and probing questions, aiming for first-contact resolution across multiple clients.
• Document investigations, troubleshooting steps, requests, and resolutions in ITSM tickets; escalate unresolved, high-priority, and patient-care-related issues according to protocol.
• Provide professional, customer-centric support, maintain composure in stressful situations, and collaborate with the Service Desk and related teams.
• Follow HIPAA, hirify.global, and client notification policies; participate in meetings, assigned projects, and other corporate initiatives.

Requirements

• 2+ years of customer service experience.
• 6+ months of proven call center or IT support experience troubleshooting hardware issues on laptops and desktops.
• 6+ months of proven call center or IT support experience installing and troubleshooting software on laptops and desktops.
• Training and/or working knowledge of troubleshooting Android and iOS phones and tablets.
• Ability to learn new hardware, software, and technical processes quickly.
• Strong organization, prioritization, attention to detail, typing speed and accuracy, logical and analytical problem-solving skills.
• Ability to work independently and as part of a team in dynamic, fast-paced, unsupervised, and varying environments.
• Excellent written and verbal customer service and communication skills; ability to remain calm and professional in stressful situations.
• Schedule flexibility for nights, weekends, and/or holidays depending on the assigned shift, and alignment with hirify.global’s maxims.

Nice to have

• 6+ months of experience with an ITSM system such as ServiceNow, Remedy, Cherwell, or Zendesk.
• Basic healthcare terminology knowledge.
• ITIL experience or knowledge.
• Mac and MFA troubleshooting experience.
• Bilingual English and Spanish skills.

Culture & Benefits

• Inclusive equal opportunity workplace.
• Remote work with varying shifts and collaboration across the Service Desk.
• Work focused on professional, customer-centric support and continuous improvement.