MyChart Help Desk Analyst - Associate

Job Description:

Baptist Health is looking for a MyChart Help Desk Analyst - Associate to join our team in Louisville.

Under general supervision of the IT Help Desk Manager, provide MyChart application support for our patients and customers. Perform question/problem diagnosis and guide users through template driven solutions in a customer focused call center environment. Clearly communicate solutions in a user-friendly, professional manner. Escalates issues to proper second level support teams based on established guidelines and procedures using provided software and tools. Functions in a technical role by always ensuring and protecting customer privacy and security. Promotes Corporate Integrity through Compliance with the BHS Corporate Responsibilities

Essential Duties:

• Provides excellent customer service to our patients and all levels of our organization.

• Maintains an in-depth knowledge of Epic as well as MyChart and the relationship between these systems.

• Aids patients by securely redistributing activation codes, resetting username and passwords, and troubleshooting login and technical computer malfunctions.

• Assists customers with the proxy access request process.

• Exercises a high degree of responsibility, analytical skills, initiative, and good judgment in customer service.

• Provide courteous, responsive, and competent customer support for basic technology and application questions and problems.

• Assists in the education and training of customers and personnel who use and/or support software applications.

• Receive, triage, and analyze customer requests via telephone and electronic submission.

• Serve as a liaison between the MyChart Support Team and BHS IT support teams.

• Provide and maintain detailed information and documentation of all calls and inquiries.

• Document accurate closure notes or actions taken for future review or other IT teams to take appropriate action.

• Assists in keeping the MyChart support knowledge base current

Minimum Education, Experience, Training and Licensures Required

• Associate degreeOR one year of direct experience in a technology or customer service support role in lieu of degree

• Experience in patient facing or patient service role preferred

• Experience in general public customer service role preferred