MyChart Service Desk Agent TEAM 1

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 scheduler preferred 
• 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 is a leading provider of digital transformation solutions and services that accelerate clients' project momentum and achievement of their desired IT and business outcomes. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. CTG has operations in North America, South America, Western Europe, and India. For more information, visit https://protect-us.mimecast.com/s/kW4GCL9ROLfwJ1koSWBYDc?domain=ctg.com. Our culture is a direct result of the people who work at CTG, the values we hold, and the actions we take. In other words, our people are the culture. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. Part of our mission is to cultivate a workplace that attracts and develops the best people, reflected by our recognition as a Great Place to Work-certified company across many of our global operations. 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 and Affirmative Action 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. Our Affirmative Action program serves to promote occupational equality and diversity through good faith efforts. CTG is fully committed to promoting employment opportunities for members of protected classes.