Patient Portal Support Technician

Job Position: Patient Portal Support Agent General Summary of Duties: Provide daily technical support to patients and healthcare staff for the Patient Portal system. Responsibilities include troubleshooting, diagnosing issues, and escalating problems as needed. Ensure timely and effective resolution of queries and complaints. Assist with optimization, testing, and upgrades to the Patient Portal infrastructure. Major Responsibilities/Tasks: Deliver excellent customer service. Support patients with registration and login processes, providing basic tech support. Analyze patient needs through phone consultations and remote diagnostics. Handle patient and staff calls, resolving issues or escalating as necessary. Investigate and resolve issues promptly using research and diagnostic skills. Participate in team meetings. Manage end-user access in Athena and eCW EHR systems. Assist with ad hoc projects and corporate initiatives as directed. Education: High school diploma or GED required. Experience: Minimum of two years’ experience in a medical office required. Knowledge: Familiarity with company policies and procedures. Understanding of medical terminology and insurance practices. Proficiency in grammar, spelling, and punctuation for drafting and editing documents. Basic arithmetic skills for calculations and reconciliations. Knowledge of HIPAA Privacy practices. Skills/Abilities: Excellent customer service and communication skills, both written and verbal. Proficiency in English; Spanish is a plus. Strong interest in technology, quick learner of new software, and strong typing skills. Proficiency in Microsoft Excel, email, Internet, and PowerPoint. Ability to adapt to changing demands. Strong organizational and prioritization skills. Effective problem-solving skills for repetitive tasks. Attention to detail and ability to work independently and in a team. Experience with Athena, eCW, or Meditech systems is a plus. Ability to work Eastern Standard Time, 8:30am-5pm, Monday-Friday. Work Environment: Remote work environment. Must have a HIPAA-compliant workspace free from listening devices (e.g., Alexa, Google). Frequent contact with staff and patients. May require working under stressful conditions Why You Will Love Working Here We take care of our team so they can take care of patients. Benefits include: Medical, dental, and vision coverage Company funded HSA + exclusive healthcare discounts 401(k) with company match Company paid life insurance Flexible time off + Vacation Exchange Program Medical Assistant Certification Reimbursement What We Value Trust. Ownership (Together). Compassion. Relentless Progress . These values shape how we show up for patients — and for each other. Bookmark Medical is committed to a workplace that supports and sustains inclusion and belonging. Bookmark Medical does not discriminate in employment opportunities or practices on the basis of race, color, religion, gender, national origin, age, physical or mental disability, pregnancy, childbirth or related medical conditions, military service obligations, citizenship, sexual orientation, genetic information, or any other characteristic protected by applicable local, state, or federal law.