Support Administrator - MyChart Program - Casual 2024-10278 REVISED

Summary Of Duties:

• Provide MyChart application support to patients, families, and public via phone and email support line in a busy call centre environment 

• Triage, log, resolve and/or escalate support requests as required  

• Provide team coverage and support as required

• Liaise with next level support to resolve support issues as required

• Log daily support requests and status resolution in ticketing system 

• Bring forward issues, feedback, opportunities, risks

• Maintain patient/client confidentiality and enforce organization’s privacy policies

• Understands and complies with the importance of privacy and confidentiality and the handling of personal information 

• Perform other duties as assigned 

• Shifts will be remote and include weekdays for coverage and support of the MyChart Support Desk  

Qualifications / Skills:

• College diploma in an administrative or health related discipline is preferred

• Excellent communication skills, both verbal and written is an asset

• Demonstrates excellent customer service skills, in person and over phone

• Good listening skills and positive customer service focus with providing patients and their family members with support, comfort and empathy.

• Ability to provide on demand support to a wide range of callers 

• Experience in a busy customer service type role is required  

• Proven ability to respond effectively in a fast paced environment

• Demonstrated knowledge of and ability to use current computer software applications such as Microsoft Office, including Outlook, Word, Excel and PowerPoint

• Excellent organizational and time management skills; ability to work well under tight timelines 

• Demonstrates initiative by identifying problems or areas needing improvement and offering solutions 

• Demonstrated sound judgment and diplomacy

• Attention to detail

• Demonstrated ability to learn quickly and be self-directed 

• Proven ability to multi-task, set priorities and problem solve

• Keyboarding at 40 w.p.m.