Technical Support Specialist

Epic MyChart Service Desk AnalystJob SummaryThe Epic MyChart Service Desk Analyst provides frontline support for Epic MyChart, Epic's patient portal solution. This role is responsible for assisting patients, caregivers, providers, and healthcare staff with MyChart access, account management, technical issues, and portal functionality. The analyst ensures timely resolution of incidents, delivers excellent customer service, and supports patient engagement initiatives.Key ResponsibilitiesMyChart SupportServe as the primary point of contact for MyChart-related support requests.Assist patients with account activation, registration, login issues, password resets, and proxy access setup.Troubleshoot issues related to appointments, messaging, test results, medication refills, bill payments, and telehealth visits.Support MyChart mobile application functionality on iOS and Android devices.Document all interactions and resolutions within the ticketing system.Customer ServiceProvide exceptional support to patients, caregivers, physicians, and healthcare staff.Explain MyChart features and functionality in a clear, user-friendly manner.Maintain professionalism and empathy while assisting patients with sensitive health information.Incident & Request ManagementReceive, prioritize, and resolve MyChart incidents and service requests.Escalate complex application issues to Epic MyChart Analysts, Application Support teams, or Epic Technical Services.Monitor ticket queues and ensure compliance with established SLAs.User Access ManagementValidate patient identity according to organizational policies.Manage account activation and access requests.Assist with proxy and caregiver access administration.Ensure compliance with HIPAA and healthcare privacy regulations.Documentation & Knowledge ManagementCreate and maintain knowledge articles and troubleshooting guides.Document recurring issues and recommend process improvements.Participate in ongoing service improvement initiatives.Required QualificationsAssociate's or Bachelor's degree in Information Technology, Healthcare Administration, Health Informatics, or a related field; equivalent experience may be considered.1–3 years of Service Desk, Help Desk, Customer Support, or Healthcare IT experience.Experience supporting patient-facing applications or healthcare systems.Strong technical troubleshooting and customer service skills.Excellent verbal and written communication skills.Preferred QualificationsEpic MyChart Proficiency, Accreditation, or Certification.Experience supporting Epic EHR environments.Knowledge of patient portal technologies and healthcare workflows.ITIL Foundation Certification.Experience in a hospital, clinic, or healthcare organization.Technical SkillsEpic MyChart supportServiceNow, Jira, Remedy, or similar ticketing platformsMobile device and browser troubleshootingMicrosoft Office 365Active Directory and identity management basicsPassword management and account provisioningRemote support toolsKnowledge AreasPatient portal administrationHIPAA compliance and healthcare privacy regulationsTelehealth workflowsPatient scheduling and registration processesIdentity verification proceduresHealthcare customer service best practicesSoft SkillsStrong customer service orientationPatience and empathy when supporting patientsExcellent communication and interpersonal skillsProblem-solving and analytical thinkingAttention to detailAbility to work independently and collaborativelyWork EnvironmentHealthcare contact center or IT Service Desk environment.Hybrid, remote, or on-site support model.May require evening, weekend, and holiday coverage.Supports patients and healthcare staff across multiple locations.Key Performance Indicators (KPIs)First Contact Resolution (FCR)Average Handle Time (AHT)Mean Time to Resolve (MTTR)Customer Satisfaction (CSAT)SLA ComplianceCall Quality ScoresTicket Resolution RatePreferred ExperienceSupporting MyChart activation and enrollment campaigns.Assisting patients with telehealth video visits.Resolving MyChart mobile app and browser access issues.Managing patient portal account security and access requests.Collaborating with Epic Application Analysts during upgrades, testing, and go-live activities.