MyChart Help Desk/Data Integrity Specialist

Job Description: • Provide phone and email support for MyChart users (patients and internal staff). • Assist patients with account setup, password resets, username recovery, and proxy access. • Troubleshoot login issues, navigation questions, mobile app concerns, and basic technical problems. • Educate patients on MyChart features including appointment scheduling, bill pay, messaging providers, viewing test results, and updating personal information. • Escalate complex technical issues to Epic/MyChart analysts or IT support teams as appropriate. • Document all support interactions accurately in the ticketing system. • Verify patient identity in accordance with HIPAA and organizational security protocols. • Maintain knowledge of MyChart updates, workflows, and new features. • Identify recurring issues and recommend process improvements. • Monitor and resolve Epic workqueues related to patient identity, including duplicate medical records, overlays, and demographic discrepancies. • Perform patient record matching and reconciliation to ensure accurate patient identification across the electronic health record. • Investigate and resolve patient identity issues originating from interfaces, external systems, or registration workflows. • Work closely with Health Information Management (HIM), Patient Access, and IT teams to resolve complex patient matching issues. Requirements: • High school diploma or equivalent required; Associate’s degree preferred. • 1–2 years of customer service or help desk experience required (healthcare setting preferred). • Strong verbal and written communication skills. • Basic knowledge of patient portals or electronic health record (EHR) systems (Epic/MyChart experience preferred). • Proficiency with computers, mobile devices, and Microsoft products. • Ability to explain technical concepts to non-technical users clearly and patiently. • Understanding of HIPAA and patient confidentiality requirements. • Preferred Qualifications • Experience supporting Epic MyChart in a healthcare environment. • Familiarity with ticketing systems Benefits: