Description:Portal Operations & Customer Support CoordinatorPosition SummaryThe Portal Operations & Customer Support Coordinator is responsible for supporting the administration, onboarding, training, and ongoing customer support for the company's provider portal platform This role serves as a primary point of contact for portal-related inquiries, manages shared support inboxes, assists with account setup and maintenance, and helps ensure customers receive timely and effective support The position also supports customer education efforts, training material updates, and communication regarding portal enhancements and system updatesKey ResponsibilitiesPortal Administration & Account ManagementManage portal enrollment and onboarding activities, including processing enrollment requests and required documentationConfigure and maintain user accounts and permissions within the portal platformReview and validate physician delegation forms and other required onboarding documentationMonitor account setup requests to ensure timely completion and adherence to established proceduresMaintain accurate records of portal users, access requests, and account changesCustomer Support & Issue ResolutionManage and prioritize requests received through shared portal support email inboxesProvide first-level technical support to customers experiencing portal-related issuesTroubleshot user access, navigation, and functionality concernsEscalate complex technical issues to IT and track resolution through completionMaintain a high level of customer service and ensure prompt responses to customer inquiriesTraining & Customer EducationSupport customer onboarding and education efforts through training calls, and follow-up supportAssist in scheduling and coordinating customer training sessionsHelp customers understand portal functionality and best practicesServe as a resource for customers adopting new portal features and enhancementsDocumentation & CommunicationsUpdate and maintain training documents, FAQs, and other customer-facing resourcesAssist in developing training decks and educational materialsDraft customer communications regarding portal updates, enhancements, and process changes
At VIVA, employee well-being is paramount. Our comprehensive benefits package ensures your health, financial security, and quality of life are always prioritized.
VIVA provides employees access to a comprehensive group health insurance plan (Medical, Dental, Vision, Basic Life, Term Life, and Accidental Death) through our flexible PPO plan-allowing you the freedom to choose healthcare providers.
Plan securely for your future with automatic payroll deductions into a tax-advantaged 401(k) retirement plan, including employer-matching contributions for eligible employees.
Earn performance-based bonuses and generous referral incentives of up to $500 when recommending talented candidates who become part of the VIVA family.
Enjoy timely and convenient payroll with biweekly direct deposit to your chosen financial institution. Biweekly Direct Deposit
Access exclusive employee discounts and savings on electronics, travel, groceries, apparel, and more through our dedicated VIVA Perks Program.