MyChart Service Desk Agent
About The Position
CTG is seeking remote MyChart Customer Support Representatives to support patients with activating their accounts, resetting passwords, and navigating the MyChart Portal. This is a remote role. During a new employee’s first 90 days on the CTG Modern Service Desk, they will be considered an “Agent in Training”. They will be classified as a CTG hourly employee and paid $17/hr. (MyChart or Telephone Operator) per hour worked. The first 90 days of employment will focus on learning internal processes and accounts while growing as a professional, with the goal of moving to a full time agent role. The Agent In Training will be accountable for meeting the goals and expectations identified during orientation. Likewise, their leadership team will be accountable for providing targeted training and open lines of communication. Through regular meetings, the Agent in Training and their designated leadership team will discuss training progress, work through questions as needed, and identify opportunities for improvement when appropriate. If the employee meets all the goals identified within the first 90 days, they will be offered the opportunity to become an Agent. This will qualify them for full time benefits, including insurance and paid time off. If the employee is not able to meet the established goals, they may be released from the training program. The Customer Support Representative (CSR) will serve as the first point of contact for CTG’s customers by receiving ACD phone calls, answering inquiries reported via chat, and addressing tickets submitted via in-basket or other methods. The CSR connects well with customers and clients while striving to achieve acceptable performance metrics. They will also use all available knowledge base resources to fully troubleshoot and resolve whenever possible. The CSR may also share knowledge base maintenance responsibility.
Requirements
- Minimum, High School diploma or GED
- Your work from home office must be in a quiet, secluded area of your home that is free of any background noise at all times. Background noise includes, but is not limited to, children, animals, music, TVs.
- You must have the ability to directly connect to your laptop to your home internet router with a networking/Ethernet cord.
- In the event you experience a power or internet outage, you must do your best to find an alternative location that is private and quiet to continue working from.
Nice To Haves
- Previous experience working with an EHR (Electronic Healthcare Record) systems preferred
- Previous experience working in a healthcare setting as either a medical assistant or central scheduler preferred
- Strong PC skills and can provide relevant examples of PC troubleshooting
- Previous call center experience preferred
- Bi-lingual with Spanish a plus
- Previous experience working in a high volume, fast paced role
- Strong interpersonal skills
- Good understanding of website navigation
- Good communication skills
- Previous experience working from home a plus
- 1 year supporting MyChart a plus
Responsibilities
- Support patients with activating their accounts
- Support patients with resetting passwords
- Support patients with navigating the MyChart Portal
- Receive ACD phone calls
- Answer inquiries reported via chat
- Address tickets submitted via in-basket or other methods
- Troubleshoot and resolve customer issues using knowledge base resources
- Share knowledge base maintenance responsibility
Benefits
- Full time benefits, including insurance and paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
