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.

Key responsibilities

• 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.

Required qualifications

• 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.