Patient Portal Service Desk Agent I (Appointment Unit)

Make a difference. Be happy. Grow your career.

In this role, you will join a dedicated team responsible for supporting patients through a specialized appointment scheduling unit. You will handle inbound calls in a fast-paced, high-volume environment, assisting patients with scheduling appointments, managing cancellations, and coordinating rescheduling requests. Success in this role requires strong customer service skills, attention to detail, and a commitment to delivering a positive patient experience.

Key Responsibilities

The Portal Service Desk Agent I will be responsible for, but not be limited to:

• Delivering exceptional customer service to patients and end users.
• Engaging with callers to understand their needs through effective questioning and active listening.
• Handling incoming calls, resolving issues whenever possible during the initial interaction, or accurately documenting and escalating concerns as needed.
• Managing direct patient interactions related to physician appointment scheduling, including new appointments, cancellations, and rescheduling requests.
• Maintaining detailed and accurate documentation of requests, incidents, and patient scheduling activities.
• Researching and identifying solutions to provide timely, accurate, and effective support.
• Ensuring patient needs are addressed professionally, efficiently, and with empathy.

Required Skills And Experience

• Excellent customer service and communication skills, written and verbal
• Proficient in English to support our clients’ needs. Spanish is a plus
• Must enjoy working with technology, be able to learn new software quickly, and have strong typing skills
• Ability to apply problem solving skills across repetitive tasks
• Ability to work nights and weekends, depending on assigned shift
• Strong attention to detail and ability to organize
• Must be able to work independently, as well as within a team environment
• Must demonstrate and embody Nordic’s maxims

Additional details

• US Remote
• Must have a quiet, private working space
• Must have high speed internet availability, directly connected to a router (no wireless).
• On rare occasion, trips to the Nordic Home Office in Madison, WI may be expected. 

Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.