MyChart Help Desk Support Staff

The Epic MyChart Help Desk Support Staff position performs a dual role with various HIM functions and responsibilities for a centralized system-wide environment.

The MyChart Help Desk Support staff is responsible for assisting patients and patient’s families in the use of the Epic MyChart patient portal. This includes knowledge of rules and procedures for granting proxy access and setting up proxy accounts, addressing all MyChart inquiries via website, email or with the use of the Five9 telephone system. Other duties include working various Epic proxy validation/auditing reports and submitting findings in a monthly Excel spreadsheet report.

This position involves extensive customer service due to interaction with patients and families daily., EPIC MyChart Patient Portal

• Process MyChart proxy requests submitted via website, phone call or email.
• Process patient activation requests submitted via website, phone call or email.
• Assist patients/proxies with activation issues such as lost activation codes, expired codes, forgotten passwords, or verification issues.
• Assist patients/parents with login issues such as changing usernames, resetting passwords and troubleshooting other login issues.
• Validate that access to MyChart is appropriate by reviewing documents in Media Manager to support legal status of caller.
• Assist patients/parents with questions or issues regarding test results, appointment scheduling, video visits, billing, Happy Together and requesting medical records.
• Assist providers with Care Everywhere access and troubleshooting
• Assist patients/parents in the use of the Mobile App.
• Work MyChart reports daily (Validation of Proxies, Inactive Proxies).
• Creates Excel spreadsheets to document findings from reports and submits to Leads monthly.
• Epic productivity

Customer Service

• Knowledge of Five9 telephone system including transferring calls as needed to other departments and engaging an interpreter when appropriate.
• Call processing via MyChart customers in a timely and friendly manner
• Responds to customer queries via phone, email or through patient portal

P&P

• Ensures adherence to maintaining confidentiality of all dictations transcribed internally.
• Follows approved corporate office transcription guidelines and Policies & Procedures
• Follows approved HIM and Human Resource Policies & Procedures and Employee Handbook.

Demonstrates and maintains knowledge of computer software; Microsoft Word, Microsoft Outlook, Microsoft Excel, and Epic applications.

• 1 year of healthcare experience
• Proficiency with Microsoft Office
• High School Diploma/GED

Preferred Qualifications:

• 1 year of customer service experience
• Epic user experience
• Basic knowledge of medical terminology
• Associate’s Degree

The pay range for this position is $21.96 - $32.94. Compensation is determined based on years of relevant experience and departmental equity.

Shriners Children’s is an organization that respects, supports, and values each other. Named as the 2025 best mid-sized employer by Forbes, we are engaged in providing excellence in patient care, embracing multi-disciplinary education, and research with global impact. We foster a learning environment that values evidenced based practice, experience, innovation, and critical thinking. Our compassion, integrity, accountability, and resilience define us as leaders in pediatric specialty care for our children and their families.