MyChart Patient Support Specialist WMCG
Wellstar Health Systems

Facility: Wellstar MCG Health, Inc.
Job Summary: Supports high volume of patient and Wellstar provider and team member phone calls, emails, and activation request related to MyChart patient portal. Provides MyChart account activation and customer service and technical support for patients, family members, and Wellstar staff. Assures compliance with HIPAA privacy guidelines for account activation and proxy access. Provides patient and Wellstar staff training on MyChart functionality as needed. Exhibits standards of excellence in customer service. Identifies trends in MyChart activation status and frequently asked questions to identify and drive best practice functionality and patient and provider engagement and usage MyChart Patient Support Specialist Position reports directly to MyChart Manager. Key responsibilities of the role include: MyChart Patient Support Specialist drives patient, community and provider engagement and usage of MyChart Patient Portal Core Responsibilities and Essential Functions: Actively demonstrates outstanding customer service * Answer high volume of patient and/or family support calls related to MyChart access, functionality, and/or technical support. * Provide Wellstar provider and staff technical and educational support, training, and materials. * Process calls and requests in a timely manner and according to department- established procedures. * Research customer concerns in a timely manner and articulate in a professional manner current status, possible means of resolution, involving Management Team as needed. * Receive and appropriately route non-patient portal-related customer service messages in a timely manner. * Receive and appropriately route requests for amendment to the health record. * Demonstrate characteristics of successful customer service such as, but not limited to, being a team player, customer focused, respectful of others, responsible for organizational success, flexible and adaptive to change, a problem solver, critical thinker, excellent communicator, and protective of individual privacy and confidentiality. * Provide STAT customer service per Hot Line for internal customer support Resolve work queues and/or other request per department-established procedure and TAT (in-between phone calls) * Respond to in-basket email request * Assist patients with failed self-sign up access * Process Release to MyChart medical record request * Process MyChart proxy request, assuring request complies with HIPAA regulations * Revoke proxy access when appropriate. * Index proxy request and authorizations, assuring documentation is accurate and appropriate. * Assist Chart Correction team as needed to assure integrity of patient portal Support current and future Virtual Health initiatives * Provide patient and provider technical support for Telehealth video visits * Provide patient and provider technical support for Care Companion functionality * Provide patient and provider technical support for future MyChart virtual health initiatives Work with MyChart Connect Analysis for timely resolution of issues * Identify and escalate issues related to functionality impacting patient and/or provider workflows * Provide root cause analysis and screen shots as appropriate to the MyChart Connect team to assist with timely resolution of issues Support Wellstar goals for patient and provider engagement * Provide trending of MyChart activation, usage, and frequently asked questions * Provide internal and external customer education and training Performs other duties as assigned Complies with all Wellstar Health System policies, standards of work, and code of conduct. Required Minimum Education:

• Associates General
• *** Format Error Other / Certificate Medical Assisting

Required Minimum License(s) and Certification(s): All certifications are required upon hire unless otherwise stated.

Additional License(s) and Certification(s):Required Minimum Experience: Minimum 5 years experience using Electronic Medical Record Required and Minimum 2 years ecent and directly related patient portal customer service experience Required and Experience in computer applications and access provisioning required. Epic MyChart patient portal experience Required Required Minimum Skills: Ability to work independently and without direct supervision in a fast-paced environment. Problem solving skills and ability to prioritize and organize work activities appropriately in a fast- paced environment. Knowledge of HIPAA regulations relative to the confidentiality and security of patient information. Computer/data entry experience. Ability to communicate with various members of the healthcare team. Ability to use EXCEL, Word and have basic computer operational knowledge. Epic and MyChart skills preferred.

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