Remote Healthcare Help Desk Representative

About the role - The Healthcare Help Desk Representative provides first-line technical and clinical support to patients, providers, and internal staff using the organization’s electronic health platforms. This position ensures timely issue resolution, maintains accurate records, and contributes to a positive patient experience., * Respond to inbound calls, emails, and chat requests, diagnosing and resolving hardware, software, and application issues related to healthcare systems.

• Document all interactions in the ticketing system, ensuring compliance with privacy and security standards.
• Escalate complex technical problems to Tier-2 support while providing clear, concise hand-off notes.
• Assist users with account access, password resets, and multi-factor authentication procedures.
• Conduct basic troubleshooting of medical device connectivity and integration with electronic health records (EHR).
• Provide guidance on best practices for using telehealth and patient portal tools.
• Participate in shift handover meetings and contribute to knowledge-base articles.

Help Desk, Healthcare, Help Desk, Clinical Support, Problem Solving Skills, Healthcare, Time Management, Technical Support, Record Keeping, Identify Issues, * High school diploma or equivalent; associate degree or relevant certifications (e.g., CompTIA A+, HDI Customer Service Representative) preferred.

• 0-1 year of experience in a help-desk or technical support role, preferably in a healthcare setting.
• Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Basic understanding of Windows/macOS operating systems and common productivity software.
• Familiarity with HIPAA regulations and patient-data confidentiality requirements.
• Excellent problem-solving attitude and ability to work independently within a fast-paced environment.

Nice to have

• Experience with electronic health record (EHR) platforms such as Epic, Cerner, or Athenahealth.
• Knowledge of remote desktop tools and ticketing systems (e.g., ServiceNow, Zendesk).
• Certification in medical terminology or healthcare IT (e.g., CHDA, HIMSS).
• Exposure to telehealth technologies and patient portal support.