Connections Team Support Agent

Overview

We are hiring a Connections Team Support Agent to join our team at UnityPoint Health! This role provides initial support for Patient Portal and Health Information Exchange customers. These customers may include: physicians, clinics, hospitals, assisted living facilities, home care providers, or other authorized health care entities, as well as UnityPoint Health patients.  Use of email, secure messaging, and phone communication methods seek to understand the patients' or customers' issues, concerns, and needs. The Agent will utilize Problem Tracking Software to track incidents. Additionally, this role collaborates with or escalates to 2nd level support when further investigation or intervention is required. Applicants can expect to work with the Manager, Connection Team Support Analysts, co-workers, and other members of the UnityPoint Health team to reach solutions to our customers’ needs. 

Hours: Monday-Friday 8:30am-5:00pm

Location: Remote - applicants must reside with the UnityPoint Health footprint of Iowa, Illinois, or Wisconsin 

Why UnityPoint Health?

At UnityPoint Health, you matter. We’re proud to be recognized as a Top 150 Place to Work in Healthcare by Becker's Healthcare several years in a row for our commitment to our team members.  

Our competitive Total Rewards program offers benefits options that align with your needs and priorities, no matter what life stage you’re in.  Here are just a few:      

• Expect paid time off, parental leave, 401K matching and an employee recognition program.   

• Dental and health insurance, paid holidays, short and long-term disability and more. We even offer pet insurance for your four-legged family members.  

• Early access to earned wages with Daily Pay, tuition reimbursement to help further your career and adoption assistance to help you grow your family.   

With a collective goal to champion a culture of belonging where everyone feels valued and respected, we honor the ways people are unique and embrace what brings us together.   

And, we believe equipping you with support and development opportunities is a vital part of delivering an exceptional employment experience. 

Find a fulfilling career and make a difference with UnityPoint Health.

Responsibilities

Need Resolution:

• Log problems in the tracking system, referring complex issues to appropriate 2nd level support staff 
• Follow up with customers to ensure satisfactory resolution
• Protect Patient Health Information
• Work collaboratively with other IT group members to ensure the Best Outcome for Every Patient Every Time
• Pursue internal and external escalation of problem resolution when involved in the best interest of customer and patient satisfaction  
• Connect patients to the appropriate medical record (either to their own or the proxy record they are requesting) 

Process & Procedure: 

• Update process or procedure documentation as needed for the agents to follow
• Assist with training of new team members of the Connections Team
• Communicates openly, honestly and professionally

Qualifications

Education:

• Required: High school diploma required
• Preferred: Bachelor’s degree preferred

Experience: 

• Required: Two years’ experience in a support role for multiple systems

Licenses/Certifications:

• Valid driver’s license when driving any vehicle for work-related reasons

Knowledge/Skills/Abilities:

• Requires highly developed communications and negotiation skills to effectively work with all levels of management throughout UnityPoint Health, its subsidiaries and affiliates
• Requires Personal Computer experience
• Effective written and verbal communication skills to deal effectively with patients and HIE customers
• Ability to understand and deal effectively with problems and opportunities, which arise, in a complex multiprocessing environment is crucial
• Networking experience preferred
• Knowledge of healthcare industry systems preferred