[Hiring] MyChart Service Desk Agent @Computer Task Group, Inc

Role Description

CTG is seeking remote MyChart Customer Support Representatives to support patients with activating their accounts, resetting passwords, and navigating the MyChart Portal. This is a remote role.

• Must be available for any shift.
• During a new employee’s first 90 days, they will be considered an “Agent in Training” and paid $17/hr.
• The first 90 days will focus on learning internal processes and accounts while growing as a professional.
• The Agent In Training will be accountable for meeting the goals and expectations identified during orientation.
• Leadership will provide targeted training and open lines of communication.
• Regular meetings will discuss training progress and identify opportunities for improvement.
• If goals are met within the first 90 days, the employee will be offered the opportunity to become an Agent.
• Becoming an Agent qualifies them for full-time benefits, including insurance and paid time off.
• If goals are not met, the employee may be released from the training program.

The Customer Support Representative (CSR) will serve as the first point of contact for CTG’s customers by:

• Receiving ACD phone calls.
• Answering inquiries reported via chat.
• Addressing tickets submitted via in-basket or other methods.
• Connecting well with customers and clients while striving to achieve acceptable performance metrics.
• Using all available knowledge base resources to troubleshoot and resolve issues.
• Sharing knowledge base maintenance responsibility.

Qualifications

• Previous experience working with EHR (Electronic Healthcare Record) systems preferred.
• Previous experience in a healthcare setting as either a medical assistant or central scheduler preferred.
• Strong PC skills with relevant examples of PC troubleshooting.
• Previous call center experience preferred.
• Bi-lingual with Spanish is a plus.
• Previous experience in a high volume, fast-paced role.
• Strong interpersonal skills.
• Good understanding of website navigation.
• Good communication skills.
• Previous experience working from home is a plus.
• 1 year supporting MyChart is a plus.

Requirements

• Your work from home office must be in a quiet, secluded area free of background noise.
• You must connect directly to your laptop to your home internet router with a networking/Ethernet cord.
• In case of a power or internet outage, find an alternative location that is private and quiet to continue working.

Benefits

• Full-time benefits including insurance and paid time off upon becoming an Agent.