The MyChart Help Desk Administrator supports patients and staff in navigating the MyChart portal through Epic. This includes responding to phone calls, emails and walk-ins from patients or family members. This role is part of the larger Care Experience, Quality and Safety department which supports the organization’s commitment to achieving quality together and the best care experiences for our patients and families. The department is comprised of multiple teams who support care experience measurement and improvement, quality, patient safety, patient relations, digital care experience, MyChart support team, patient and family partnerships, interpreter services and visitor services.
The MyChart Help Desk Administrator will be providing just-in-time support to questions and issues patients/families may be experiencing when accessing or navigating the MyChart portal. This role will also support staff who may have questions about MyChart that arise from their interactions with patients. The MyChart Help Desk Administrator will also be responsible for escalating urgent concerns to the appropriate leader or team when they are unable to address the issue. The role is crucial to ensuring patients and staff are able to navigate the MyChart patient portal and contribute to a positive patient experience.
Responsibilities
- Assist patients with activating a MyChart account over the phone or via email or in person
- Support patients in navigating MyChart and how to update their personal information within the portal
- Provide general support and customer service to all patients when addressing their questions and concerns regarding the MyChart portal
- Navigate all possible actions and solutions to address questions and concerns from patients with the goal of resolution and a good patient experience
- Identify themes and reoccurring issues identified by staff and resolve or escalate for further investigation
- Attend regular team meetings and contribute feedback on MyChart performance
- Provide input on improvement opportunities to MyChart portal based on interactions with patients and staff
- Perform other duties as assigned
- Our hiring decisions are based on merit, qualifications and hospital needs. We strongly encourage applicants from all backgrounds.
Qualifications
QUALIFICATIONS/ ED UCATION/TRAINING EXPERIENCE:
- Community College or Undergraduate Degree in Health-Related Field, Communications, or Business Administration - Required
- Post-secondary Education with completed degree and or diploma
- Two to five years of experience in an acute care healthcare setting
- Three to five years of customer service experience
- Experience with MyChart by Epic
- Ability to communicate effectively with a diverse workforce and patient population
- Ability to manage multiple demands at one time
- Self-directed and strong collaborative skills;
- Familiarity with the following legislations: Health Care Consent Act; Substitute Decisions Act; Mental Health Act; Privacy of Health Information Act preferred.
- Satisfactory Attendance Record
- Quick learner, motivated to grow based on coaching/feedback provided
- Demonstrated experience with recognizing and responding to changing needs of key stakeholders including patients and staff;
- Demonstrated experience with recognizing and responding to changing needs of key stakeholders including patients and staff;
- Proficient in computer skills required (Data entry, MS Office)
- Demonstrated understanding of/commitment to Unity Health’s Mission and Values and strong customer service
Unity Health Toronto is committed to creating an accessible and inclusive organization. We strive to provide a recruitment process that is barrier-free and in compliance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code. We understand that you may require an accommodation at any stage of the recruitment process. When you are contacted, please inform the Talent Acquisition Specialist and we will work with you to meet your accommodation needs. We want to emphasize that all accommodation requests are handled with the utmost confidentiality, respecting your privacy and dignity.
