Helpdesk Support Job Springfield area,Massachusetts USA,IT/Tech

Trillium Professional is now seeking Helpdesk Support for a 4-6 week contract in Springfield, MA!

1st and/or 2nd shift is available. This is a fully onsite role. Pay rate is $25/hour.

Patient Portal Support Workflow
Step 1 - Receive Patient Call or Queue Request

Answer incoming Patient Portal support calls.
Review assigned Oracle Health Patient Access work queues.
Identify the patient's request or reason for assistance.

Step 2 - Verify Patient Identity

Verify required patient identifiers according to Baystate Health protocols.
Confirm demographic information as appropriate.
Validate caregiver or proxy authorization when applicable.
Escalate any identity discrepancies before proceeding with account access.

Step 3 - Assist With Patient Portal Activation

Determine whether the patient has received an activation invitation.
Assist with initial portal enrollment and account setup.
Issue or resend activation invitations when authorized.
Troubleshoot expired activation links or incomplete registration.
Confirm successful account activation and login.

Step 4 - Provide Basic Technical Support

Assist with login difficulties and password resets.
Escalate more complex technical issues to Baystate Health IT or Oracle Health.

Step 5 - Manage Patient Access Work Queues

Monitor assigned Oracle Health Patient Access queues.
Process pending portal activation and enrollment requests.
Review and resolve account access issues within authorized workflows.
Identify and address outstanding requests to prevent backlogs.
Escalate demographic discrepancies, identity concerns, and unresolved requests to BH Team.
Update queue statuses and document completed work.

Step 6 - Submit and Manage Service Now Tickets

Create Service Now tickets for issues that cannot be resolved during the initial patient interaction or queue review.
Document the patient's reported issue, troubleshooting performed, and actions taken.
Categorize and assign tickets to the appropriate Baystate Health support team.
Follow Baystate Health's privacy and security policies when entering patient information into Service Now.

Previous helpdesk experience
Ability to pass pre-employment screenings

Trillium has been recruiting and placing professionals for over 30 years. From Fortune 100 companies to small businesses, our philosophy remains the same: to achieve excellence by providing quality employees and an uncompromising level of service. We believe in honesty, integrity, and a simple philosophy of providing value to our customers and our employees. We strive to be unsurpassed in the recruitment and placement of quality and skilled professionals.

Trillium is an Equal Opportunity Employer.