EMR Helpdesk Specialist

University of Texas at Austin•Austin, TX

About The Position

Dell Medical School is seeking an EMR Helpdesk Specialist Purpose The EMR Helpdesk Specialist serves as the primary support resource for patients and internal staff requiring assistance with EMR navigation, and basic technical troubleshooting. Reporting to the Patient Access Manager, this role provides high‑volume, customer‑focused telephone and digital support for account activation, password resets, proxy access, appointment scheduling navigation, eCheck‑in, messaging, and minor technical issues. The Specialist ensures timely resolution of low‑complexity requests, escalates appropriately when clinical or advanced technical intervention is required, and contributes to a positive digital patient experience while supporting the organization’s Epic implementation/Adoption, and digital front door strategy.

Requirements

High school diploma or equivalent.
Two years of experience in customer service, call center, healthcare access, or technical support role.
Proficiency with computers, web applications, mobile apps, and basic troubleshooting.
Strong verbal communication, typing, and documentation skills.
Ability to work in a fast‑paced, metric-driven environment.
Relevant education and experience may be substituted as appropriate.

Nice To Haves

Experience supporting Epic MyChart, Epic EMR, or healthcare IT systems.
Prior helpdesk, Front Desk, IT support, or digital health support experience.
Healthcare registration, scheduling, or patient access experience.
Bilingual (English/Spanish) or ability to communicate effectively with diverse patient populations.
Experience using ticketing systems, CRM platforms, or knowledge management tools.
HDI Customer Service Representative (HDI‑CSR), or healthcare IT certification preferred.

Responsibilities

Provides first line support to patients and staff for MyChart access, navigation, and basic troubleshooting via phone, chat, or ticketing systems.
Assists with account activation, password resets, locked accounts, proxy access setup, and identity verification.
Educates patients on MyChart functionality including appointment scheduling, eCheck‑in, viewing results, messaging providers, document uploads, and notifications.
Troubleshoots common technical issues such as login errors, app navigation problems, minor upload failures, and basic video visit connectivity concerns.
Maintains a customer-focused approach in all interactions.
Follows established safety guardrails by avoiding clinical advice and escalating urgent symptoms, medication concerns, or repeated failures to appropriate clinical or IT teams.
Accurately documents all interactions, resolutions, and follow‑up actions in ticketing and CRM systems.
Meets productivity, quality, and service level expectations while maintaining high customer satisfaction.
Identifies recurring issues, workflow gaps, and opportunities for self‑service improvement and knowledge base updates.
Collaborates with IT, Access Center, Clinical Operations, and Digital Health teams to resolve trends and optimize workflows.
Supports Epic upgrades, downtime readiness, and change management communication related to MyChart functionality.
Participates in team meetings and training sessions.
Seeks feedback and guidance to improve technical skills.
Assists other team members with tasks as needed.
Promotes individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency while supporting department‑based goals which contribute to the success of the organization; serves as preceptor, mentor, and resource to less experienced staff.
Participates in pilot programs, user acceptance testing, and workflow validation for new MyChart features or integrations.
Assists with development and maintenance of scripts, FAQs, training materials, and knowledge base content.
Supports reporting requests, quality audits, and performance improvement initiatives as directed by leadership.
Provides backup support to Access Center queues during surge volumes or emergency operations as needed.
Participates in committees or workgroups related to digital front door optimization, patient experience, or Epic governance.
Performs related duties as required.