MyChart Support Lead

Job Title: MyChart Support Lead

Department/Group: MLH

Reports to: Project Manager MLH

Classification: Part-time (hourly) non-exempt 

Role and Responsibilities  

The MyChart Support Lead provides day-to-day leadership, operational oversight, and advanced support for the team. This role is responsible for ensuring high-quality patient service, supporting team performance, managing escalations, and driving operational excellence.

Key Responsibilities:  

• Provide daily guidance, support, and direction to the team.

• Serve as the primary escalation point for complex patients, accounts, or technical issues.

• Monitor team performance, productivity, and adherence to established service standards.

• Conduct call monitoring, quality reviews, and coaching sessions to improve service delivery.

• Assist with onboarding, training, and ongoing development of support staff.

• Coordinate with application support and operational stakeholders to resolve escalated issues.

• Identify trends, recurring issues, and opportunities for process improvement.

• Support workforce planning, scheduling, and coverage needs to meet service levels.

• Assist leadership with reporting, operational metrics, and continuous improvement initiatives

Key Accountabilities  

• Ensure achievement of departmental service level, quality, and productivity goals.

• Maintain high levels of patient satisfaction and service excellence.

• Ensure that escalated issues are investigated, managed, and resolved appropriately.

• Promote compliance with HIPAA, privacy regulations, and organizational policies.

• Ensure staff documentation meets quality and compliance standards.

• Drive consistency in call handling, patient interactions, and support processes.

• Support team engagement, accountability, and professional development.

• Monitor operational performance and recommend corrective actions when needed.

• Contribute to increased patient adoption, utilization, and satisfaction with MyChart services. 

Competencies 

• Strong leadership, coaching, and employee development skills.

• Advanced customer service and patient support skills.

• Strong analytical, problem-solving, and decision-making skills.

• Excellent verbal, written, interpersonal, and conflict-resolution skills.

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

Qualifications and Education Requirements  

• Current or recent student at the University of Memphis or surrounding University

• 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.