Mychart Customer Support Analyst

Job Description

ABOUT US

At e4health, we Empower Better Health. The e4health Team is on a relentless mission to care for those teams who care for others. We bring our passion, ingenuity, and expertise to every engagement. In joining our Team, we want your help to provide our customers with powerful solutions in the pursuit of quality, integrity, clinical and financial value across healthcare.

Our People make the difference. Serving more than 400 hospitals and health systems nationwide for nearly two decades, e4health provides solutions to tackle the toughest problems in healthcare with unmatched technology, mid-revenue cycle, and operational expertise. e4health solutions streamline clinical, financial, and health information data and workflows, optimize coding, quality, and clinical documentation integrity processes, and address health IT operational challenges to deliver material results for healthcare organizations across the country. Learn more about us at .

JOB SUMMARY/ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide IT service center support for MyChart Application
• Field calls and queries from patients related to MyChart application
• Serve as the first point of contact for customers seeking support via phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Work directly with patients to troubleshoot and resolve issues related to MyChart application
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs

Client Required Qualifications

REQUIRED QUALIFICATIONS:

• Proven experience as a help desk technician or other customer support role preferred
• While this is a mainly remote position, candidates must be within driving distance to Allentown, PA in the event they need to go to the client site
• Excellent customer service and communication skills are required
• Familiarity with remote tools to access employee devices to trouble shoot, resolve issues and assist with account security and password reset tools is required
• Good understanding of Epic MyChart support is preferred
• Strong computer skills
• Self-directed and self-disciplined
• Fast/reliable internet connection (internet connect speed test available)
• 1 - 3 years experience in level 1 service desk support preferred

KEY SUCCESS ATTRIBUTES:

• Integrity, passion, and ethics are required
• Demonstrates strong collaboration skills
• Has strong analytic and problem-solving abilities and techniques
• Exhibit consistent initiative with strong drive for results and success
• Demonstrate commitment to a team environment
• Well-developed written, verbal, and presentation communication skills including deep listening and attention to detail
• Ability to self-motivate and self-direct
• Possess strong time management and organizational skills
• Commitment and adherence to company Core Values

CORE COMPETENCIES:

• High level of integrity & ethical judgement
• Communication
• Consistency and Reliability
• Meeting Standards

Additional Information

401(k) ELIGIBILITY

e4health offers a retirement benefits package including 401(k) with company match.

• Full-time employees will be eligible to contribute to a 401(k)-retirement account after successfully completing 90 days of employment.
• Part-time employees will be eligible to contribute to a 401(k)-retirement account after completing 250 hours of worktime.

The items listed below pertain to Full-Time Employees only

BENEFITS:

We offer an excellent salary, medical, dental, vision, life, short/long term disability insurance, and PTO policy.

PHYSICAL DEMANDS OF THE ESSENTIAL FUNCTIONS:

Sitting, talking, hearing and near vision are required over 90% of the time. Feeling is required over 90% of the time and reaching is required about 50% of the time. The ability to travel to field sites may be required up to 15% of the time.

WORKING CONDITIONS WHILE PERFORMING ESSENTIAL FUNCTIONS:

Over 90% of the time is spent indoors, with protection from weather conditions. Exposure to noise levels that may be distracting or uncomfortable is present in only unusual situations.

PAY RANGE

Pay range for this position is $18-22/hr.

e4health is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

At our organization, we believe in the principles of pay transparency to foster a fair and equitable workplace for all employees. In alignment with this commitment, we openly communicate salary ranges, bonus structures, and additional financial benefits associated with each position. We believe that transparency in compensation not only promotes trust and accountability but also helps mitigate wage gaps and biases. By providing clear and comprehensive information about compensation in our job descriptions, we aim to create a transparent and inclusive environment where all employees feel valued and respected. Join us in building a culture of fairness and transparency as we strive for excellence together.