Portal Service Desk Analyst I (Healthcare)

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

Company

hirify.global provides service desk support for healthcare patients and medical-record portal users.

What you will do

• Answer calls, emails, in-baskets, and other patient contacts while troubleshooting and resolving EHR portal issues.
• Support patients using Epic, Cerner, Meditech, Windows, network connections, and mobile devices.
• Guide patients through appointment scheduling, billing configuration, proxy designation, and virtual-visit software setup.
• Qualify and analyze issues remotely with the goal of first-contact resolution.
• Document unresolved issues and troubleshooting steps in ITSM tickets, following escalation protocols.
• Escalate urgent patient-care issues and collaborate with service desk and related teams.

Requirements

• At least 2 years of customer service experience.
• At least 6 months of call center or IT support experience troubleshooting laptop and desktop hardware and software.
• Training or working knowledge of Android and iOS phones and tablets.
• Strong customer service, written and verbal communication, typing, organization, prioritization, and problem-solving skills.
• Ability to work independently and as part of a team in dynamic, stressful, and unsupervised environments.
• Flexibility to work assigned night, weekend, and holiday shifts.

Nice to have

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

Culture & Benefits

• Customer-centric approach focused on professional and reliable patient support.
• Opportunities to expand knowledge of help desk procedures and improve first-contact resolution.
• Participation in team meetings, assigned projects, and broader corporate initiatives.
• Compliance with HIPAA, hirify.global policies, and client notification expectations.