[Hiring] MyChart Help Desk/Data Integrity Specialist @Valley Health Systems Inc

Role Description

The MyChart Help Desk / Data Integrity Specialist provides frontline technical and customer support to patients and healthcare staff using the MyChart patient portal. They will also monitor Work queues within the EPIC EHR. This role is responsible for assisting users with account access, troubleshooting technical issues, and ensuring a positive patient experience while maintaining compliance with HIPAA and organizational privacy standards. This role also manages Epic workqueues related to patient identity and data integrity, including duplicate medical records, overlays, demographic discrepancies, and interface-related patient matching errors. Investigate and resolve identity conflicts across systems to maintain the integrity of the organization’s Enterprise Master Patient Index.

This position could include the opportunity to work remotely. You will require a quiet and private place in your home to ensure HIPAA guidelines are met. Equipment can be provided.

Key Responsibilities

• Provide phone and email support for MyChart users (patients and internal staff).
• Assist patients with account setup, password resets, username recovery, and proxy access.
• Troubleshoot login issues, navigation questions, mobile app concerns, and basic technical problems.
• Educate patients on MyChart features including appointment scheduling, bill pay, messaging providers, viewing test results, and updating personal information.
• Escalate complex technical issues to Epic/MyChart analysts or IT support teams as appropriate.
• Document all support interactions accurately in the ticketing system.
• Verify patient identity in accordance with HIPAA and organizational security protocols.
• Maintain knowledge of MyChart updates, workflows, and new features.
• Identify recurring issues and recommend process improvements.
• Monitor and resolve Epic workqueues related to patient identity, including duplicate medical records, overlays, and demographic discrepancies.
• Perform patient record matching and reconciliation to ensure accurate patient identification across the electronic health record.
• Investigate and resolve patient identity issues originating from interfaces, external systems, or registration workflows.
• Work closely with Health Information Management (HIM), Patient Access, and IT teams to resolve complex patient matching issues.

Qualifications

• High school diploma or equivalent required; Associate’s degree preferred.
• 1–2 years of customer service or help desk experience required (healthcare setting preferred).
• Strong verbal and written communication skills.
• Basic knowledge of patient portals or electronic health record (EHR) systems (Epic/MyChart experience preferred).
• Proficiency with computers, mobile devices, and Microsoft products.
• Ability to explain technical concepts to non-technical users clearly and patiently.
• Understanding of HIPAA and patient confidentiality requirements.

Preferred Qualifications

• Experience supporting Epic MyChart in a healthcare environment.
• Familiarity with ticketing systems.

Key Competencies

• Customer-focused mindset.
• Strong problem-solving skills.
• Attention to detail.
• Ability to handle sensitive information.
• Professionalism and empathy when assisting patients.

Schedule

Monday-Friday 8:30am-5:00pm