EMR Helpdesk Supervisor

University of Texas at Austin • Austin, TX

1d • $62,000 • Hybrid

About The Position

Dell Medical School is seeking an EMR Healpdesk Supervisor. Purpose The EMR Helpdesk Supervisor oversees daily operations of the EMR Helpdesk team supporting patients and internal staff with EMR and patient portal (e.g., Epic MyChart) navigation, account access, and basic technical troubleshooting. Reporting to the Patient Access Manager, this role provides frontline leadership for EMR Helpdesk Specialists and Leads, ensuring high-quality, customer-focused support via phone, chat, and ticketing systems. The Supervisor manages queue performance, staff scheduling, coaching and development, quality assurance, and escalation pathways to IT, Clinical Operations, and Digital Health teams. This role supports organizational Epic implementation/adoption, digital front door strategy, change management for upgrades, and downtime readiness—promoting a consistent, positive digital patient experience and reliable access for providers and staff.

Requirements

• High school diploma or equivalent.
• 4 or more years of experience in helpdesk, contact center, healthcare access, or technical support, including at least 2 years supporting healthcare IT/EMR or patient portal users.
• 1 or more years in a lead or senior role (e.g., mentor, QA reviewer, shift lead).
• Proficiency with ticketing/CRM systems, EMR/patient portal tools (e.g., Epic/MyChart), and basic troubleshooting.
• Strong written and verbal communication, documentation accuracy, and keyboarding skills.
• Ability to work in a fast-paced, metric-driven environment with changing priorities.

Nice To Haves

• Bachelor’s degree in Healthcare Administration, Business, Information Systems, or related field.
• 6–7 years in patient access, healthcare IT support, or high-volume helpdesk environments.
• 2 or more years of formal supervisory experience in a multi-site or high-volume setting.
• Experience with Epic MyChart, Epic EMR modules, and digital health workflows.
• Bilingual (English/Spanish) or demonstrated ability to support diverse populations.
• Experience managing knowledge bases, QA programs, and change management communications.
• HDI-SCA/HDI-Support Center Supervisor, HDI-CSR, or equivalent.
• ITIL® Foundation.
• Epic proficiency/certification (as applicable to role scope) or MyChart certification.

Responsibilities

• Supervise Daily Operations Oversees daily EMR Helpdesk activities, including phone, chat, and ticket queues to meet service level, abandonment, and response time targets. Acts as the operational escalation point for complex inquiries or workflow barriers. Ensures adherence to policies, scripts, identity verification, and safety guardrails (no clinical advice; proper escalation). Coordinates with Access Center leadership and other supervisors to balance coverage and volume across channels. Maintains clear documentation of operational procedures and updates in the knowledge base.
• Staff Leadership & Development Directly supervises EMR Helpdesk Specialists and Leads; assigns work, sets expectations, and monitors performance. Provides real-time coaching, 1:1s, and corrective action in alignment with HR policies. Supports recruitment, interviewing, onboarding, and competency validation for new hires. Develops training plans (systems, soft skills, compliance) and oversees ongoing skill development. Recognizes achievements and fosters an inclusive, service-oriented team culture.
• Quality Assurance & Knowledge Management Conducts routine quality reviews (call/chat monitoring, ticket audits) for accuracy, tone, and compliance. Tracks accuracy on account activation, password resets, proxy access, and documentation standards. Identifies common issues and partners with Digital Health/IT to update scripts, FAQs, and knowledge base content. Ensures HIPAA, privacy, and organizational standards are consistently met.
• Incident, Escalation & Outage Management Manages escalation protocols for clinical concerns, repeated failures, or advanced technical issues. Coordinates with IT for incident triage (login failures, app issues, video visit connectivity), and communicates status to staff. Leads helpdesk response during downtimes, disaster recovery events, and post-incident reviews. Supports change management communications and readiness for Epic upgrades or new feature releases.
• Workforce Management & Scheduling Creates and adjusts staff schedules based on forecasted volume and real-time demand. Oversees timekeeping approvals and attendance, ensuring appropriate coverage across hours of operation. Partners with other supervisors to align cross-coverage and surge planning.
• Reporting & Process Improvement Prepares and distributes performance reports (AHT, FCR, CSAT, SLA, ticket aging, call quality). Analyzes trends and recommends workflow optimization and self-service enhancements. Participates in improvement projects, pilots, and UAT for new features and integrations. Tracks resolution of technical issues and documents improvements to close the loop.
• MARGINAL OR PERIODIC FUNCTIONS Assists with timekeeping and payroll approvals for assigned staff. Represents the department in cross-functional committees (Epic governance, Digital Front Door, Patient Experience). Supports downtime procedures, disaster recovery drills, and emergency operations. Participates in professional development and industry networking. Provides coverage during staffing shortages, peak volume, or special events. Assists with audit responses, compliance reviews, and internal controls. Performs related duties as required.

Benefits

• The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.
• Pay Transparency: The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED