Epic Certified MyChart Analyst Consultant

posted on October 16, 2019

Job Description

Location: Philadelphia, PA

Duration: 3+ Months

Duties:

  • Demonstrates basic knowledge of service level support as relates to addressing EPIC MyCHART user issues.
  • Interacting with patient and families to troubleshoot and support their technical and end user issues.
  • Exhibits sound customer service skills by effectively handling customer problems and ensuring proper escalation procedures are followed to problem closure.
  • Demonstrates sufficient knowledge of call log tracking to record accurately all needed information.
  • Tracks all customer service items to completion.
  • Evaluates customer service issue to determine level of service needed.
  • Resolves all Tier 1 and 2 issues.
  • Escalates advanced issues to appropriate resource.
  • Maintains and increases knowledge of IS application, hardware, mobile devices and multiple operating system platforms
  • Maintians knowledge of policies and government compliance around access for patient portal and proxies in relation to HIPAA and privacy.
  • Provides focus on customer service and satisfaction with some knowledge and experience of incident management, problem management
  • Serves as the first point of contact for the customer.
  • Adheres to Service Desk standards, processes and systems required to deliver consistent high quality customer service
  • Diagnoses and resolves problems which may involve hardware, packaged software, proprietary software and peripheral equipment over the phone, via remote control tools or on-site.
  • Maintains strong technical skills and MyCHART knowledge to provide prompt support for customers to determine problems and provide resolutions.
  • Meets defined turn around time for all inquiries.
  • Provides recommendations on how to improve the quality of service as well as reducing repeat incidents.

Skills:

  • Able to perform effectively in a team environment as well as with little direct supervision
  • Customer service oriented team player with first-rate communication, documentation, organizational, problem solving, written and verbal skills.
  • Ability to understand, analyze and resolve problems, while on the phone or on-site with user.
  • Must have working knowledge of many various pieces of equipment and software including printers, terminals, PCs, networking and telecommunication hardware, etc.
  • Knowledge and understanding of issues inherent to Microsoft software including, but not limited to security, deployment, imaging, auditing, licensing and compliance; deployment and upgrading; features and functionality.
  • Organized with the ability to follow established processes and provide recommendations for improvements.
  • Ability to analyze and solve problems by investigating and implementing predefined potential solutions using troubleshooting skills
  • Epic MyCHART Certification Preferred/Experience required

Education & Experience: 

  •  High school degree
  • At least two (2) years of experience providing MyCHARTsupport
  • Preferred Education: Some College preferred.
  • Technical School Diploma or equivalent
  • ECertified

Certifications & Licenses:

  • Epic Certified
  • Epic MyCHART Certification/Experience required

 

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