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Bilingual PATIENT PORTAL AGENT (REMOTE)

DESCRIPTION

Epic MyChart is a robust patient portal that allows healthcare patients to easily view their upcoming appointments, test results, and invoices. Patients may also be able to schedule new appointments, pay their outstanding invoices, message their physicians and request e-Visits, as well as many other features. A Bilgual MyChart Help Desk Agent will assist patients with questions regarding navigation through the application, advise patients on what options are available in the application, assist with account activation and username or password issues. An agent will also research and troubleshoot complex situations and own the issue through resolution.

POSITION REQUIREMENTS

Job requirements:

• Provides answers to users by identifying issues; researching to provide the correct answers; guiding users through corrective steps

• Resolves concerns by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; and escalating unresolved problems.

• Maintains call documentation by entering complete and sufficient information.

• Keeps equipment operational by following established procedures, reporting malfunctions.

• Keeps product knowledge current by reviewing updates to documentation.

• Communicate effectively to management regarding any needed updates or revisions to documentation.

• Accommodates client by recommending appropriate technical support and techniques when dealing with technical issues.

• Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

• Other duties as assigned.

• Support across multiple modalities including phone, email, voice mail and chat.

• Average eight (8) calls per hour

Required Skills:

• Bi-lingual (English/Spanish)

• 2 Years of Customer Service experience

• 2 years of IT work expereince

• Outgoing, energetic, self-motivated

• Good listening skills

• Outstanding verbal and written communication skills

• Ability to multi-task in a fast-paced environment

• Excellent problem solving and strong computer skills to include MS Office, Teams, and ticket documentation. troubleshooting basic computer issues and critical thinking capabilities

• Ability to work independently but stay engaged with the virtual team throughout the workday via Microsoft Teams.

• Punctual and reliable

• Minimum typing skills of 45 WPM

• Ability to work non-standard shifts such as 2 nd and 3 rd shift, weekends, and holidays

Preferred Skills:

• 1 Year MyChart experience

• 1 Year of IT experience or equivalent

• Strong computer skills to include MS Office, Teams, and troubleshooting basic computer issues

• Healthcare experience is highly desirable

Remote Work Environment & Demands:

• High Speed Internet Connection with hard wire capability is required

• Quiet and private work environment during scheduled work hours

• Back-up phone source (land line or cell phone)

• Ability to utilize personal device such as cell phone for secure token authentication

• Ability to attend online web meetings as needed

ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.