This mission-critical role will, under limited supervision, provide intermediate technical support to UT
Health patients and their proxies for patient-facing Epic applications. Independently resolves standard
and moderately complex patient issues using judgment within established procedures — including
complex identity verification, proxy and legal guardian scenarios, telehealth troubleshooting across
device types, and integration issues between patient-facing applications and bill pay, scheduling, or
results release. Differentiates from Associate by independently creating and maintaining patient-facing
and internal knowledge content, serving as a named training resource for new hires, developing internal
procedures, and assisting with team projects. This is a technical support role; clinical questions are
routed to clinical staff and billing questions are routed to the revenue cycle team.

• Computer Skills: Moderate knowledge of Microsoft Office (Word, Excel, and Outlook) and both PC and MAC software, hardware, operating systems and network environments.
• Language Skills: Ability to read and follow complex instructions, and to analyze and diagnose problems with computer workstations in a networked environment.
• Ability to write routine reports and correspondence.
• Ability to speak and interact with all levels of computer users.
• Reasoning Ability: Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
• Ability to deal with problems involving a few concrete variables in standardized situations.
• Attention to Detail: The ability to maintain a professional demeanor, pay attention to details and set priorities in a fast-paced environment.
• Professionalism in delegating assignments and follow-up on project completion and accuracy.
• Ability to follow and provide complex instructions as well as to analyze and diagnose problems within the network environment.

Education:

• Associate degree in Healthcare, Business, Communications, Information Systems, or related field
  (demonstrated equivalent years of experience may be considered in lieu of a degree).

Experience:

• Three (3) years of experience in patient support, patient portal or patient-facing application
  support, healthcare customer service, or healthcare IT support.

Licenses/Certifications:

• Computer Industry certification such as Microsoft (MCP), CompTIA (A+), Cisco (CCNA) required within one year of hire.

Preferred Qualifications:

• Bachelor's degree.
• Bilingual (English/Spanish).
• Epic MyChart certification or proficiency in a patient-facing Epic application.
• HDI Support Center Analyst, ITIL Foundation, or patient experience certification (e.g., CPXP).
• Prior experience in patient access, revenue cycle, or scheduling.

• Independently resolve intermediate-complexity patient-facing technical issues including proxy
  access scenarios, complex identity verification, account merge issues, account recovery for
  patients without documented identifiers, and multi-organization linkage.
• Exercise judgment within established procedures to determine resolution paths for moderately
  complex patient situations.
• Provide intermediate telehealth/video visit technical support across iOS, Android, Windows,
  macOS, and browser environments — including pre-visit testing, in-visit connectivity recovery,
  audio/video device troubleshooting, and waiting room navigation.
• Provide patient-facing technical support for integration touch points between patient-facing
  Epic applications and bill pay, online scheduling, eCheck-in, results release, secure messaging
  delivery, and external organization views.
• Document and escalate well-formed break/fix tickets to clinical application teams when patient-impacting defects are identified; track and communicate resolution status to affected patients
  within policy.
• Recognize and follow organizational escalation paths for complaints, grievances, clinical safety
  concerns, and potential identity/access security incidents.
• Create and maintain patient-facing and internal knowledge content — FAQs, self-help articles,
  scripts, and tip sheets — within patient-facing channels and the internal knowledge base; review
  and improve documentation produced by Associate-level staff.
• Serve as a named training resource for new hires; lead portions of onboarding within areas of
  expertise, particularly identity verification and complex patient-facing workflows.
• Mentor Associate-level specialists on complex patient interactions, empathy, de-escalation, and
  identity verification judgment calls.
• Develop and document internal Patient Applications Support procedures and workflow
  improvements.
• Assist with team projects by representing the team's perspective in cross-functional work with
  clinical application teams, revenue cycle, patient experience, and marketing.
• Participate in patient-facing application release readiness — review release notes, identify
  patient impact, draft patient-facing communications, and update internal knowledge.
• Maintain strict confidentiality of patient information in accordance with HIPAA.
• Other duties as assigned.