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Helpdesk Support
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 ServiceNow Tickets
• Create ServiceNow 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 ServiceNow.
Apply 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.
Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for the employers and the California Fair Chance Act.
By applying to this job, I agree to receive electronic communications including SMS text and email regarding future opportunities, referral bonus incentives, and other promotions from Trillium. You may opt out at any time from future communications by responding STOP to any electronic communication.
You may view our full privacy policy at https://trilliumstaffing.com/jobs/privacy/.
Trillium offers a comprehensive benefit package that includes the ability to participate in health insurance and retirement plans, paid holidays, state required leave, and other leave, if applicable. Trillium’s offerings are dependent on the state in which the assignment is located, length of time worked, and may change depending on assignment. Benefit packages for direct hire placements vary based on the client company.
Contact Us if you have any questions
Our intentions are to fill job vacancies as quickly as possible with qualified candidates. We are always accepting applications if a time sensitive job has an application deadline it is noted in the job description. Click on "Apply" to begin the apply process.
