Job Description

Job Description

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

Duties and Responsibilities:

· Answering all inbound WebPortal Support phone calls, emails, and requests/questions

· Creating, updating, maintaining WebPortal user accounts – follows security policy and procedures

· Review and provide update suggestions for the WebPortal User guide to the IT Supervisor on a quarterly basis

· Make outbound calls to verify and finalize all incoming WebPortal user account requests

· Document in spherical all inbound and outbound calls in detail as well as all incomplete user account requests

· Ensure all phone calls are answered timely, providing excellent customer service

· Understanding of all components of the MPM WebPortal user administration module

· Understanding of all components of the MPM WebPortal system administration module

· Understanding of 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

· Identify and suggest possible improvements on procedures and workflows

· Train external users on functionality of the WebPortal

· Other special projects as requested by management

Qualifications:

· Bachelor’s Degree or High school graduate

· Minimum of four 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

Knowledge, Skills and Abilities Required:

· 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

· Strong Microsoft Office applications skills

· 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