MyChart Service Desk Analyst

Schedule Requirements: Need to be flex with any schedule

• Candidates will be assigned a schedule prior to start
• Schedules may include days, evenings, and weekends
• Between hours of 8am-8pm
• Schedule changes happen often as business needs change
• Needs to be thoroughly vetted before submission
• Schedule flexibility is required

Location: Altamonte Springs, FL

• Onsitefirst 2-3 weeks for comprehensive training (Monday-Friday, 8am-4:30pm)
• Fully remote after training following assigned schedule

Training Schedule:

• Monday-Friday, 8am-4:30pm
• Week 1:Training will be onsite.
• Week 2:The first half of the week will be onsite, with the second half transitioning to remote training.
• Week 3 (if needed):If additional training is required, we may extend into a third week, which would be conducted remotely.

MustHaves:

• 1+ year of customer service or hospitality experience
• High School Diploma or GED
• Excellent communication skills; friendly, patient, and professional demeaner
• Open availability to work assigned schedules, including evenings and weekends
• Reliable and dependable with strong attendance history
• Ability to commit to the full 3-month engagement
• Comfortable workingin a high-volume call environment
• Experience assisting frustrated, confused, or upset customers/patients
• Basic computer and web navigation skills
• Dedicated remote workspace with reliable internet access
• Reliable transportation for onsite training and equipment pickup
• Ability to pass background check and drug screen (including THC)

Plusses:

• Servicedesk experience
• Call center or high-volume phone support experience
• ServiceNow
• Healthcare or patient support exp
• Hospitality experience (Disney, hotels, theme parks, restaurants, Chick-fil-A, Publix, customer-facing retail, etc.)
• Experience workingin a remote environment
• Experience supporting customers with account access, password resets, or navigation issues
• Associate's degree or higher

Role Description:

Our client is rolling out a major redesign of its MyChart patient portal and is expanding its Service Desk team to support an anticipated increase in patient call volume. The MyChart Service Desk Analyst will serve as the first point of contact for patients who need assistance accessing and navigating their online health portal. This role is ideal for individuals who enjoy helping others, have strong communication skills, and thrive in a customer-focused environment.

Day-to-Day Responsibilities:

On a day-to-day basis, analysts will answer inbound calls from patients experiencing issues with portal access, password resets, account lockouts, navigation questions, family account linking, and other basic technical concerns. Team members will guide patients through troubleshooting steps, provide clear and professional support, and ensure a positive customer experience while resolving issues as efficiently as possible.

Analysts will document all interactions within ServiceNow, create and manage support tickets, and escalate more complex issues to Tier 2 or Tier 3 support teams when necessary. Success in this role requires the ability to multitask, learn new systems quickly, remain calm under pressure, and communicate effectively with patients who may be frustrated, confused, or unfamiliar with technology.

This is a fast-paced, high-volume support environment where customer service, reliability, and professionalism are critical. While technical skills are helpful, our client is primarily looking for candidates who are dependable, coachable, patient, and genuinely enjoy assisting others. The ideal candidate will be comfortable spending the majority of their day on the phone, adapting to changing priorities, and serving as a positive representative of our client during an important patient-facing initiative.