EPIC MyChart Service Desk Analyst
About The Position
Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together. Provide Tier 1 support for Epic patients, providers, and staff in a high-volume, patient-facing call center environment by resolving access issues, troubleshooting application concerns, managing tickets, and delivering excellent customer service. This role serves as the first point of contact for MyChart and Epic Care Link users, supporting account access, portal navigation, workflow questions, and timely issue resolution while maintaining compliance with HIPAA requirements and Optum service expectations. You will enjoy the flexibility to telecommute from anywhere within the U.S. as you take on some tough challenges.
Requirements
- High School Diploma/GED
- 1+ years of application support experience or assisting patients with a patient portal within a clinic setting
- 6+ months of work-from-home support experience, including the ability to independently troubleshoot basic IT issues that arise in a remote work setting
Nice To Haves
- Patient portal support experience, preferably with Epic MyChart
- Call center, help desk, or service desk support experience in a healthcare IT environment
- ServiceNow or similar ticketing system experience
- Knowledge of Epic workflows and Microsoft 365 tools
Responsibilities
- Support MyChart account activation, password resets, login issues, proxy access, and portal navigation
- Assist patients with scheduling, eCheck-In, secure messaging, test results, and general portal workflow questions
- Provide Tier 1 application support for Epic MyChart, Epic Care Link, and related Epic workflows
- Troubleshoot technical and application-related issues received by phone, email, or other support channels
- Document, track, update, and manage incidents through ServiceNow or similar ticketing systems
- Resolve user issues efficiently while maintaining strong customer service, clear communication, and high satisfaction
- Escalate complex issues to Epic application teams or senior analysts when additional review is needed
- Support go-live events, upgrades, access/security workflows, and service desk operational needs as assigned
Benefits
- comprehensive benefits package
- incentive and recognition programs
- equity stock purchase
- 401k contribution
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
