Customer Support Coordinator

Portal Operations & Customer Support Coordinator

The Portal Operations & Customer Support Coordinator supports the administration, onboarding, training, and ongoing customer support of the company's provider portal platform. This role serves as the primary point of contact for portal-related inquiries, ensuring a seamless customer experience through timely issue resolution, user account management, and customer education.

Key responsibilities include:

• Manage portal enrollment, onboarding activities, and required documentation.
• Configure, maintain, and update user accounts and access permissions.
• Review and validate physician delegation forms and onboarding documents.
• Monitor account setup requests and ensure timely completion.
• Manage and prioritize requests received through shared support inboxes.
• Provide first-level technical support for portal access, navigation, and functionality issues.
• Escalate complex technical issues to IT and track resolutions through completion.
• Coordinate customer onboarding, training sessions, and follow-up support.
• Educate customers on portal features, best practices, and new enhancements.
• Maintain and update training guides, FAQs, training decks, and customer communications.

Required qualifications include:

• Minimum 2 years of Customer Service Representative (CSR) experience.
• Excellent verbal and written communication skills.
• Strong organizational and time management abilities.
• Proficiency in MS Office and web-based applications.
• Ability to troubleshoot basic technical issues and work collaboratively with cross-functional teams.
• Strong customer service mindset with attention to detail and accuracy.

Pay range:

• $20/hr. – $21/hr.

Benefits:

The company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, paid holidays annually - as applicable.