Enrollment Support Specialist - 6

This role provides hands-on, white-glove enrollment support to a diverse healthcare workforce, including physicians, nurses, clinical staff, executives, leaders, and administrative employees with varying levels of technical comfort. This role supports Hoag's Orange County network, primarily across coastal, central, and south Orange County, including Hoag Hospital Newport Beach, Hoag Hospital Irvine, and approximately 15 outpatient clinics and health centers.

Enrollment Support Specialist
Newport Beach, CA

30 hours per week.
100% onsite.
no PTO Accepted.Duties:

Job Responsibilities:
-Provide white-glove, in-person and/or virtual support for Microsoft passkey and WHfB enrollment.
-Guide users through approved mobile and Windows enrollment workflows, including authentication prompts, device settings, biometric setup, PIN setup, QR codes, browser workflows, and related steps.
-Provide professional, patient support and adapt communication based on the user s role, technical comfort, and time constraints.
-Support personal and corporate-issued mobile devices and Hoag-supported Windows workstations using approved procedures.
-Verify successful passkey and WHfB enrollment and confirm authentication is functioning as expected.
-Proactively engage employees requiring assistance across assigned hospitals, clinics, departments, kiosks, and enrollment stations.
-Troubleshoot common passkey, WHfB, mobile-device, and enrollment issues using approved procedures and knowledge resources.
-Escalate issues outside documented Level 1 procedures to the assigned Level 2 Cohort Lead.
-Accurately update Smartsheet with enrollment status, exceptions, follow-up needs, and escalation details.
-Follow up on incomplete enrollment activities as directed and reinforce approved change-management messaging.
-Follow Hoag security, privacy, workplace, and patient-care requirements.
-Adapt to changing schedules, locations, assignments, and priorities, and follow direction from the assigned Level 2 Cohort Lead, Cybersecurity Project Manager, or designated project leadership.

Required Skills & Experience:
-Experience in customer service, helpdesk, field support, healthcare support, hospitality, retail technology support, or another highly customer-facing environment.
-Excellent communication, interpersonal, and customer-service skills.
-Strong familiarity with iOS and Android smartphones and mobile-device navigation.
-Comfortable working with Windows workstations and guiding users through Windows-based setup processes.
-Comfortable supporting mobile authentication, passkey enrollment, WHfB enrollment, biometric authentication, PIN setup, device settings, QR codes, and browser workflows.
-Ability to provide patient, step-by-step assistance to users with varying technical abilities.
-Strong attention to detail; ability to follow procedures and accurately document activities.
-Calm and professional when assisting frustrated, resistant, busy, or time-constrained users.
-Ability to recognize when an issue falls outside Level 1 procedures and requires escalation.
-Flexible, dependable, organized, and comfortable working independently or as part of a team in fast-paced healthcare environments.
-Ability to work flexible schedules, including days, evenings, nights, and weekends.

Preferred Qualifications
-Familiarity with Smartsheet or similar work-management tools.
-Experience supporting healthcare employees, physicians, executives, or other high-touch populations.
-Experience supporting MFA, passkeys, WHfB, device enrollment, or large-scale technology adoption initiatives.
-Familiarity with Microsoft 365 or Microsoft authentication technologies.

 

Job Description

Hoag is seeking customer-focused individuals to support an enterprise-wide authentication modernization initiative involving Microsoft Passkeys and Windows Hello for Business (WHfB).
This role provides hands-on, white-glove enrollment support to a diverse healthcare workforce, including physicians, nurses, clinical staff, executives, leaders, and administrative employees with varying levels of technical comfort.
Enrollment will involve both mobile devices and Windows workstations. Candidates must be comfortable supporting iOS and Android smartphones and guiding users through Microsoft passkey and WHfB enrollment using established procedures. The ideal candidate is patient, adaptable, dependable, and customer-service-minded. This role does not require an engineering background or advanced identity and access management expertise.

Responsibilities

• Provide white-glove, in-person and/or virtual support for Microsoft passkey and WHfB enrollment.
• Guide users through approved mobile and Windows enrollment workflows, including authentication prompts, device settings, biometric setup, PIN setup, QR codes, browser workflows, and related steps.
• Provide professional, patient support and adapt communication based on the user's role, technical comfort, and time constraints.
• Support personal and corporate-issued mobile devices and Hoag-supported Windows workstations using approved procedures.
• Verify successful passkey and WHfB enrollment and confirm authentication is functioning as expected.
• Proactively engage employees requiring assistance across assigned hospitals, clinics, departments, kiosks, and enrollment stations.
• Troubleshoot common passkey, WHfB, mobile-device, and enrollment issues using approved procedures and knowledge resources.
• Escalate issues outside documented Level 1 procedures to the assigned Level 2 Cohort Lead.
• Accurately update Smartsheet with enrollment status, exceptions, follow-up needs, and escalation details.
• Follow up on incomplete enrollment activities as directed and reinforce approved change-management messaging.
• Follow Hoag security, privacy, workplace, and patient-care requirements.
• Adapt to changing schedules, locations, assignments, and priorities, and follow direction from the assigned Level 2 Cohort Lead, Cybersecurity Project Manager, or designated project leadership.

Required Qualifications

• Experience in customer service, helpdesk, field support, healthcare support, hospitality, retail technology support, or another highly customer-facing environment.
• Excellent communication, interpersonal, and customer-service skills.
• Strong familiarity with iOS and Android smartphones and mobile-device navigation.
• Comfortable working with Windows workstations and guiding users through Windows-based setup processes.
• Comfortable supporting mobile authentication, passkey enrollment, WHfB enrollment, biometric authentication, PIN setup, device settings, QR codes, and browser workflows.
• Ability to provide patient, step-by-step assistance to users with varying technical abilities.
• Strong attention to detail; ability to follow procedures and accurately document activities.
• Calm and professional when assisting frustrated, resistant, busy, or time-constrained users.
• Ability to recognize when an issue falls outside Level 1 procedures and requires escalation.
• Flexible, dependable, organized, and comfortable working independently or as part of a team in fast-paced healthcare environments.
• Ability to work flexible schedules, including days, evenings, nights, and weekends.

Preferred Qualifications

• Familiarity with Smartsheet or similar work-management tools.
• Experience supporting healthcare employees, physicians, executives, or other high-touch populations.
• Experience supporting MFA, passkeys, WHfB, device enrollment, or large-scale technology adoption initiatives.
• Familiarity with Microsoft 365 or Microsoft authentication technologies.

Location & Travel Expectations

This role supports Hoag's Orange County network, primarily across coastal, central, and south Orange County, including Hoag Hospital Newport Beach, Hoag Hospital Irvine, and approximately 15 outpatient clinics and health centers. Candidates must be comfortable traveling between assigned locations based on enrollment demand and project priorities.

Work Schedule

Schedules may include day, evening, night, early-morning, weekday, weekend, and rotating shifts based on enrollment needs and clinical operations.

Reporting Structure

This project-based position reports to the Cybersecurity Project Manager or designated project leadership. Level 1 Specialists will receive day-to-day direction from their assigned Level 2 Cohort Lead and project leadership.

Additional Information

Hoag will provide training on passkey and WHfB enrollment procedures, supported devices, mobile-device support, Smartsheet tracking, approved communications, troubleshooting procedures, security requirements, and escalation paths.
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Physical Job Requirements:
 
Bending/Stooping 3 to 6 hours Carrying 0 to 10 lbs 3 to 6 hours Carrying 1 1 to 25 lbs Up to 3 hours Carrying 26 to 50 lbs Never
Carrying 51 to 75 lbs Never
Climbing Up to 3 hours
Fixed neck position Y es
Hearing acuity required Y es
Lifting/Shifting 0 to 10 lbs 4 to 8 hours Lifting/Shifting 1 1 to 25 lbs 4 to 8 hours Lifting/Shifting 26 to 50 lbs Up to 3 hours Lifting/Shifting 51 to 75 lbs Up to 3 hours Pushing/Pulling 0 to 10 lbs 4 to 8 hours
Pushing/Pulling 1 1 to 25 lbs Up to 3 hours Pushing/Pulling 26 to 50 lbs Never Pushing/Pulling 51 to 75 lbs Never
Reaching 4 to 8 hours
Repetitive use of hands Y es
Sitting 4 to 8 hours Squatting/Kneeling 4 to 8 hours Standing 4 to 8 hour
 

 


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