Service Technician I - Epic

Scarborough Health Network

4d • $30 - $35

About The Position

Service Technician I - Service Desk, Information Services Company Biography: ENHANCE Ontario "EO” (Enabling Healthcare Across Networks of Central East Ontario) was officially launched as a not-for-profit organization on April 1, 2025. It supports a partnership of seven (7) healthcare organizations, spanning an incredible geographic network of 16, 673 square kilometres through Central East Ontario. EO provides centralized IT services to its member hospitals to manage and operate a set of shared digital assets. This enables seven (7) healthcare organizations across 14 hospitals to deliver high quality and safe patient care to over 1.5 million patients residing in both rural and urban communities within the Central East region of Ontario. Comprised of approximately 130 staff, ENHANCE Ontario has expertise to manage and operate the Epic Clinical Information System (CIS), ancillary systems, and technical services on behalf of its member hospitals. The implementation and ongoing use of the CIS has underpinned a clinical transformation journey throughout the Central East region, applying best practices to improve the quality and safety of care across the patient population. Members hospitals include Campbellford Memorial Hospital (CMH), Haliburton Highland Health Services (HHHS), Lakeridge Health (LH), Northumberland Hills Hospital (NHH), Ross Memorial Hospital (RMH), Peterborough Regional Health Centre (PRHC), Scarborough Health Network (SHN). Position Overview: Reporting to the Manager, Outpatient Applications, the MyChart Service Technician I will be the initial point of contact for patients navigating their use of MyChart, providing level 1 triage and troubleshooting for Incidents and Service Requests. The expectation of this role will be to focus on customer experience by providing basic step by step troubleshooting that can be followed by the customer to resolve basic issues. For all other issues, detailed documentation will be placed in a ticket for escalation to Level 2 MyChart support. Company Vacancy/Request for Transfer: The completion of this online form serves as your application and will be used to determine if you meet the requirements of this position. Please ensure that you have provided all pertinent information necessary to be considered for this vacancy by the close date.

Requirements

• Completion of a 2-year Diploma in computer technology or a related field
• Minimum of 5 years' Customer Service experience
• Demonstrates excellent communication and interpersonal skills
• Demonstrates excellent organizational, prioritization and time-management skills
• Demonstrates excellent problem solving and decision making skills
• Demonstrates a commitment to customer service when dealing with patients, colleagues, volunteers and other members of the community/public
• Demonstrates values consistent with EO's Code of Conduct and is committed to fostering a healthy and positive work environment in accordance with Health & Safety policy and legislation
• Engages in ethical conduct and strives to understand and appreciate the diversity of our patient/staff population and community
• Excellent work performance and attendance

Nice To Haves

• ITIL Foundations
• Experience with O365
• Experience with Jira ServiceDesk
• Health Information Management / Health Informatics background
• Experience with Epic Systems; especially MyChart

Responsibilities

• Act as initial point of contact for all MyChart IT service calls from patients
• Provider Tier 1 support to all customers who call in to the MyChart support line
• Assist in Tier 2 support, in collaboration with the MyChart analysts, when necessary
• Manage inbasket patient activation code requests for MyChart
• Communicate with patients via email as needed to assist with MyChart activation
• Documentation of patient support calls and escalation to Tier 1 support or Outpatient Manager as required
• Regular meetings with MyChart Support Team and EO governance
• Other duties as assigned

Benefits

• Defined Benefit pension plan through the Healthcare of Ontario Pension Plan
• Comprehensive insured benefits package including health and dental benefits
• New Graduate Initiative
• Enroute Program
• Critical Care Sponsorship Program
• Employee Discount and Incentive Programs
• Employee and Family Assistance Program (EFAP), along with other comprehensive wellness offerings, including our Spiritual Care team of registered psychotherapists for spiritual, religious or emotional care; mental health supports; and on-site wellness rounding
• Recognition events
• Leadership Development and Learning Programs
• Tuition Assistance Program

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: Associate degree