Job Description:
• Provide phone and email support for MyChart users (patients and internal staff).
• Assist patients with account setup, password resets, username recovery, and proxy access.
• Troubleshoot login issues, navigation questions, mobile app concerns, and basic technical problems.
• Educate patients on MyChart features including appointment scheduling, bill pay, messaging providers, viewing test results, and updating personal information.
• Escalate complex technical issues to Epic/MyChart analysts or IT support teams as appropriate.
• Document all support interactions accurately in the ticketing system.
• Verify patient identity in accordance with HIPAA and organizational security protocols.
• Maintain knowledge of MyChart updates, workflows, and new features.
• Identify recurring issues and recommend process improvements.
• Monitor and resolve Epic workqueues related to patient identity, including duplicate medical records, overlays, and demographic discrepancies.
• Perform patient record matching and reconciliation to ensure accurate patient identification across the electronic health record.
• Investigate and resolve patient identity issues originating from interfaces, external systems, or registration workflows.
• Work closely with Health Information Management (HIM), Patient Access, and IT teams to resolve complex patient matching issues.
Requirements:
• High school diploma or equivalent required; Associate’s degree preferred.
• 1–2 years of customer service or help desk experience required (healthcare setting preferred).
• Strong verbal and written communication skills.
• Basic knowledge of patient portals or electronic health record (EHR) systems (Epic/MyChart experience preferred).
• Proficiency with computers, mobile devices, and Microsoft products.
• Ability to explain technical concepts to non-technical users clearly and patiently.
• Understanding of HIPAA and patient confidentiality requirements.
• Preferred Qualifications
• Experience supporting Epic MyChart in a healthcare environment.
• Familiarity with ticketing systems
Benefits: