MyChart Support Specialist

Job Title: MyChart Support Specialist

Department/Group: MLH

Reports to: Project Manager MLH

Classification: Part-time (hourly) non-exempt 

Role and Responsibilities  

The MyChart Support Specialist serves as the primary point of contact for patients seeking assistance with the MyChart patient portal. This position provides timely, professional, and compassionate support to help patients access their healthcare information, manage appointments, and effectively utilize MyChart services.

Key Responsibilities:  

• Answer inbound patient calls regarding MyChart access, functionality, and navigation.

• Assist patients with account registration, activation, login issues, password resets, and account recovery.

• Provide guidance on accessing appointments, medical records, test results, prescription information, and other portal features.

• Troubleshoot common MyChart access and functionality issues.

• Escalate unresolved technical issues through established support channels.

• Educate patients on MyChart tools, services, and self-service capabilities.

• Accurately document patient interactions and support activities in designated systems.

• Maintain compliance with HIPAA, privacy requirements, and organizational policies.

• Deliver exceptional patient-centered service that promotes digital engagement and access to care. 

Key Accountabilities  

• Achieve established service level, productivity, and quality targets.

• Ensure accurate and complete documentation of all patient interactions.

• Provide timely resolution of patient inquiries and access-related issues.

• Adhere to call handling procedures, workflows, and compliance requirements.

• Safeguard patient information and maintain confidentiality at all times.

• Demonstrate professionalism, empathy, and effective communication during all interactions.

• Identify and appropriately escalate complex patients or technical issues.

• Support patient adoption and utilization of MyChart features and services.

• Contribute to positive patient experience and high patient satisfaction ratings. 

Competencies 

• Strong customer service and patient support skills.

• Excellent verbal, written, and interpersonal communication abilities.

• Strong troubleshooting and problem-solving capabilities.

• Ability to explain technical concepts in simple, patient-friendly language.

• Proficiency with computer systems, web applications, and call center technology.

• Ability to manage multiple tasks while maintaining accuracy and attention to detail.

Qualifications and Education Requirements  

• Currently enrolled college student

• Degree in Health Sciences, Health Services, Public Health, Nursing, Information Technology or a related field preferred.

• Experience working with patient portals, healthcare applications, or healthcare organizations preferred.

• Experience in customer service, call center, healthcare support, or help desk experience preferred.