MyChart Help Desk Support Specialist

CGH Medical Center

3d•$17 - $25

About The Position

This position plays a vital role in enhancing the patient experience by providing technical and navigational support for the Epic MyChart patient portal. This position serves as the first point of contact for patients needing assistance with accessing, understanding, and using MyChart features, including appointment scheduling, test results, messaging providers, and managing personal health information.

Requirements

High school diploma or equivalent required
1+ year of experience in a customer service, help desk, or healthcare support role required
Strong communication and interpersonal skills required
Proficiency with computers, web-based applications, and mobile devices requried
Ability to explain technical concepts in a patient-friendly manner required

Nice To Haves

Experience with Epic MyChart or other patient portal systems preferred.
Bilingual (Spanish or other languages) a plus
Familiarity with healthcare terminology and patient access workflows preferred

Responsibilities

Provide real-time support to patients via phone, email, and chat for MyChart-related inquiries.
Assist patients with account creation, password resets, and login issues.
Troubleshoot technical issues and escalate complex problems to the appropriate IT or clinical support teams.
Document all interactions and resolutions in the ticketing system.
Educate patients on the benefits and functionalities of MyChart to promote engagement and self-service.
Assist with internal staff education on the benefits of the MyChart portal and provide guidance on basic troubleshooting steps they can use when helping patients in person.
Ensure compliance with HIPAA and hospital privacy/security policies in all interactions.
Answers incoming phone lines, screen calls and takes messages for physician and support staff.
Documents phone calls into the EMR, tasking to the appropriate personnel.