MyChart Service Desk Agent TEAM 1

Computer Task; Northern (KY); Hybrid; USD 19,000 - 28,000; Full time

Job summary

CTG is seeking a remote Customer Support Representative to assist patients with MyChart account activation, password resets, and portal navigation. The role supports customers via phone, chat, and tickets and is based in a remote work environment.

During a 90-day training period, you will be paid $17/hr as an Agent in Training with goal-oriented supervision and potential promotion to a full-time role with benefits.

Qualifications

• Previous experience with an EHR system is preferred.
• Healthcare setting experience as MA or central scheduler is preferred.
• Strong PC skills and ability to troubleshoot.

Responsibilities

• Answer calls, chats, and tickets as first point of contact.
• Troubleshoot and resolve issues using knowledge base resources.
• Help maintain knowledge base and share learnings.

Skills

Call center experience

Healthcare knowledge

PC troubleshooting

Bilingual Spanish (nice)

Strong communication

Remote work experience

MyChart familiarity

Education

High School diploma or GED

Tools

EHR systems

Job description

CTG is seeking remote MyChart Customer Support Representatives to support patients with activating their accounts, resetting passwords, and navigating the MyChart Portal.

This is a remote role.

Shift: Must be available for any shift

During a new employee’s first 90 days on the CTG Modern Service Desk, they will be considered an “Agent in Training”. They will be classified as a CTG hourly employee and paid $17/hr. (MyChart or Telephone Operator) per hour worked.

The first 90 days of employment will focus on learning internal processes and accounts while growing as a professional, with the goal of moving to a full time agent role. The Agent In Training will be accountable for meeting the goals and expectations identified during orientation. Likewise, their leadership team will be accountable for providing targeted training and open lines of communication. Through regular meetings, the Agent in Training and their designated leadership team will discuss training progress, work through questions as needed, and identify opportunities for improvement when appropriate.

If the employee meets all the goals identified within the first 90 days, they will be offered the opportunity to become an Agent. This will qualify them for full time benefits, including insurance and paid time off.

If the employee is not able to meet the established goals, they may be released from the training program.

JOB OVERVIEW

The Customer Support Representative (CSR) will serve as the first point of contact for CTG’s customers by receiving ACD phone calls, answering inquiries reported via chat, and addressing tickets submitted via in-basket or other methods. The CSR connects well with customers and clients while striving to achieve acceptable performance metrics. They will also use all available knowledge base resources to fully troubleshoot and resolve whenever possible. The CSR may also share knowledge base maintenance responsibility.

REQUIRED SKILLS

• Previous experience working with an EHR (Electronic Healthcare Record) systems preferred
• Previous experience working in a healthcare setting as either a medical assistant or central schedulerpreferred
• Strong PC skills and can provide relevant examples of PC troubleshooting
• Previous call center experience preferred
• Bi-lingual with Spanish a plus
• Previous experience working in a high volume, fast paced role
• Strong interpersonal skills
• Good understanding of website navigation
• Good communication skills
• Previous experience working from home a plus
• 1 year supporting MyChart a plus

EDUCATION

• Minimum, High School diploma or GED

OTHER REQUIREMENTS

Your work from home office must be in a quiet, secluded area of your home that is free of any background noise at all times. Background noise includes, but is not limited to, children, animals, music, TVs.

You must have the ability to directly connect to your laptop to your home internet router with a networking/Ethernet cord.

In the event you experience a power or internet outage, you must do your best to find an alternative location that is private and quiet to continue working from.

About CTG

CTG, a Cegeka company, delivers IT and business solutions that enhance clients’ digital agility, empowering them to seize new opportunities and overcome any challenge. Backed by more than 60 years’ experience and a commitment to being a reliable, results-driven partner, we work shoulder to shoulder with clients to shape digital together. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. With more than 9,000 team members in over 15 countries, we combine global expertise with local insight to deliver innovative solutions. We operate across the Americas, Europe, and India, working with over 3,000 clients in many of today's highest-growth industries.

Together, we shape what’s next—working shoulder to shoulder to deliver impactful solutions for our clients and society. Our culture is built by the people who work at CTG, the values we hold, and the actions we take. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. At CTG, you’ll find a workplace where you are encouraged to grow, supported in your ambitions, and empowered to shape your own career journey. For more information, visit www.ctg.com.

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. CTG is fully committed to promoting employment opportunities for members of protected classes.