[Hiring] MyChart Service Desk Analyst @UnitedHealth Group

Role Description

Provide Tier 1 support for Epic patients, providers, and staff in a high-volume, patient-facing call center environment by resolving access issues, troubleshooting application concerns, managing tickets, and delivering excellent customer service. This role serves as the first point of contact for MyChart and Epic Care Link users, supporting account access, portal navigation, workflow questions, and timely issue resolution while maintaining compliance with HIPAA requirements and Optum service expectations.

You will enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

• Support MyChart account activation, password resets, login issues, proxy access, and portal navigation
• Assist patients with scheduling, eCheck-In, secure messaging, test results, and general portal workflow questions
• Provide Tier 1 application support for Epic MyChart, Epic Care Link, and related Epic workflows
• Troubleshoot technical and application-related issues received by phone, email, or other support channels
• Document, track, update, and manage incidents through ServiceNow or similar ticketing systems
• Resolve user issues efficiently while maintaining strong customer service, clear communication, and high satisfaction
• Escalate complex issues to Epic application teams or senior analysts when additional review is needed
• Support go-live events, upgrades, access/security workflows, and service desk operational needs as assigned

Qualifications

• High School Diploma/GED
• 1+ years of application support experience or assisting patients with a patient portal within a clinic setting
• 6+ months of work-from-home support experience, including the ability to independently troubleshoot basic IT issues that arise in a remote work setting

Requirements

• Patient portal support experience, preferably with Epic MyChart
• Call center, help desk, or service desk support experience in a healthcare IT environment
• ServiceNow or similar ticketing system experience
• Knowledge of Epic workflows and Microsoft 365 tools

Benefits

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution (all benefits are subject to eligibility requirements)