Patient Portal Customer Service Associate

Job Title: Patient Portal Agent – Epic MyChart
Location: Remote
Pay Rate: $17
Position Overview
The Patient Portal Agent provides remote support to patients using Epic MyChart. MyChart allows patients to access appointments, test results, billing information, and other healthcare services online.
In this role, you will assist patients with navigating MyChart, activating accounts, resetting usernames and passwords, and understanding the features available within the application. You will also research and troubleshoot more complex issues, escalating when appropriate while maintaining ownership of the issue through resolution.
This position is a good fit for someone who enjoys helping people, is comfortable troubleshooting basic technology issues, and can provide a positive patient experience in a fast-paced remote environment.
Key Responsibilities

• Provide support to patients using Epic MyChart via phone, email, voicemail, and chat.
• Assist patients with account activation, username and password issues, navigation, and general MyChart functionality.
• Identify and clarify patient issues, research possible solutions, and guide users through appropriate troubleshooting steps.
• Resolve issues whenever possible and appropriately escalate more complex problems while maintaining ownership through resolution.
• Accurately document all calls, interactions, issues, and resolutions in the appropriate ticketing system.
• Maintain current knowledge of MyChart functionality, processes, and support documentation.
• Identify opportunities to improve or update support documentation and communicate recommendations to management.
• Provide basic technical support and troubleshooting for patient portal access issues.
• Follow established procedures and report equipment or system issues when appropriate.
• Maintain an average call volume of approximately eight calls per hour.
• Perform additional duties as assigned.

• Must have experience with Epic MyChart
• Minimum of 2 years of customer service experience.
• Strong verbal and written communication skills.
• Excellent listening and interpersonal skills.
• Strong problem-solving and critical-thinking abilities.
• Comfortable troubleshooting basic computer and technology issues.
• Proficiency with Microsoft Office, Microsoft Teams, and ticket/documentation systems.
• Ability to manage multiple tasks in a fast-paced environment.
• Ability to work independently in a remote setting while remaining actively engaged with the virtual team throughout the workday.
• Self-motivated, dependable, punctual, and customer focused.
• Minimum typing speed of 45 WPM.
• Ability to work non-standard schedules as needed, including second or third shift, weekends, and holidays.

• 2+ years of call center experience.
• 1+ year of IT, technical support, or equivalent experience.
• Previous healthcare experience, particularly supporting patients or healthcare technology.
• We are hiring for both English-only and bilingual English/Spanish positions. Bilingual candidates are encouraged to apply.

• Reliable high-speed internet with hardwired connection capability.
• A quiet, private workspace during scheduled work hours.
• A backup telephone source, such as a landline or cell phone.
• A personal mobile device that can be used for secure multi-factor authentication.
• Ability to participate in virtual meetings and training sessions as required.

What We're Looking For
The ideal candidate combines strong customer service skills with basic technical troubleshooting ability. You should be comfortable working with patients who may have varying levels of technical knowledge and be able to communicate instructions clearly, patiently, and professionally.