EPIC MyChart Service Desk Analyst

Requisition Number: 2387807
Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale.Join us to start Caring. Connecting. Growing together.
Provide Tier 1 support for Epic patients, providers, and staff in a high-volume, patient-facing call center environment by resolving access issues, troubleshooting application concerns, managing tickets, and delivering excellent customer service. This role serves as the first point of contact for MyChart and Epic Care Link users, supporting account access, portal navigation, workflow questions, and timely issue resolution while maintaining compliance with HIPAA requirements and Optum service expectations.
You will enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities:

• Support MyChart account activation, password resets, login issues, proxy access, and portal navigation
• Assist patients with scheduling, eCheck-In, secure messaging, test results, and general portal workflow questions
• Provide Tier 1 application support for Epic MyChart, Epic Care Link, and related Epic workflows
• Troubleshoot technical and application-related issues received by phone, email, or other support channels
• Document, track, update, and manage incidents through ServiceNow or similar ticketing systems
• Resolve user issues efficiently while maintaining strong customer service, clear communication, and high satisfaction
• Escalate complex issues to Epic application teams or senior analysts when additional review is needed
• Support go-live events, upgrades, access/security workflows, and service desk operational needs as assigned

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:

• High School Diploma/GED
• 1+ years of application support experience or assisting patients with a patient portal within a clinic setting
• 6+ months of work-from-home support experience, including the ability to independently troubleshoot basic IT issues that arise in a remote work setting

Preferred Qualifications:

• Patient portal support experience, preferably with Epic MyChart
• Call center, help desk, or service desk support experience in a healthcare IT environment
• ServiceNow or similar ticketing system experience
• Knowledge of Epic workflows and Microsoft 365 tools

Core Skills:

• Epic MyChart
• Epic Care Link
• ServiceNow
• Incident Management
• Technical Troubleshooting
• Customer Service
• Remote Support
• Communication
• Healthcare IT Support
• HIPAA Compliance

*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $24 - $43 per hour based on full-time employment. We comply with all minimum wage laws as applicable.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location, and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.
UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.
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