NHS Human Services, Inc.

Job Description:

Baptist Health is looking for a MyChart Help Desk Analyst - Associate to join our team in Louisville.

Under general supervision of the IT Help Desk Manager, provide MyChart application support for our patients and customers. Perform question/problem diagnosis and guide users through template driven solutions in a customer focused call center environment. Clearly communicate solutions in a user-friendly, professional manner. Escalates issues to proper second level support teams based on established guidelines and procedures using provided software and tools. Functions in a technical role by always ensuring and protecting customer privacy and security. Promotes Corporate Integrity through Compliance with the BHS Corporate Responsibilities

Essential Duties:

• Provides excellent customer service to our patients and all levels of our organization.

• Maintains an in-depth knowledge of Epic as well as MyChart and the relationship between these systems.

• Aids patients by securely redistributing activation codes, resetting username and passwords, and troubleshooting login and technical computer malfunctions.

• Assists customers with the proxy access request process.

• Exercises a high degree of responsibility, analytical skills, initiative, and good judgment in customer service.

• Provide courteous, responsive, and competent customer support for basic technology and application questions and problems.

• Assists in the education and training of customers and personnel who use and/or support software applications.

• Receive, triage, and analyze customer requests via telephone and electronic submission.

• Serve as a liaison between the MyChart Support Team and BHS IT support teams.

• Provide and maintain detailed information and documentation of all calls and inquiries.

• Document accurate closure notes or actions taken for future review or other IT teams to take appropriate action.

• Assists in keeping the MyChart support knowledge base current

Minimum Education, Experience, Training and Licensures Required

• Associate degreeOR one year of direct experience in a technology or customer service support role in lieu of degree

• Experience in patient facing or patient service role preferred

• Experience in general public customer service role preferred

"EEO Statement: Baptist Health is an Equal Employment Opportunity employer, and seeks to employ individuals without regard to r ace, color, national origin, gender, s exual orientation, gender identity, age, disability, marital status, citizenship status, military status, religious or political beliefs, protected veteran status, employment status or any other protected class identified in any federal, state, or local law. Baptist Health specifically encourages minority, female, disabled, veteran and other candidates from diverse backgrounds to apply and strengthen our team. Please note that Baptist Health is a drug-free workplace and employment with Baptist Health is subject to post offer, pre-employment drug testing.

NOTICE OF NONDISCRIMATION AND ACCESSIBILITY TO SERVICES
Persons with hearing and speech impairments can contact Baptist Health facilities by using the Kentucky Relay Service, a toll-free telecommunication device for the deaf (TDD). For voice to TDD, call 800.648.6057. For TDD to voice, call 800.648.6056."