Job Posting Title:

EMR Helpdesk Specialist

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Hiring Department:

Dell Medical School

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Position Open To:

All Applicants

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Weekly Scheduled Hours:

40

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FLSA Status:

Non-Exempt

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Earliest Start Date:

Mar 09, 2026

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Position Duration:

Expected to Continue

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Location:

AUSTIN, TX

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Job Details:

General Notes

Dell Medical School is seeking an EMR Helpdesk Specialist

Purpose

The EMR Helpdesk Specialist serves as the primary support resource for patients and internal staff requiring assistance with EMR navigation, and basic technical troubleshooting. Reporting to the Patient Access Manager, this role provides high‑volume, customer‑focused telephone and digital support for account activation, password resets, proxy access, appointment scheduling navigation, eCheck‑in, messaging, and minor technical issues. The Specialist ensures timely resolution of low‑complexity requests, escalates appropriately when clinical or advanced technical intervention is required, and contributes to a positive digital patient experience while supporting the organization’s Epic implementation/Adoption, and digital front door strategy.

Responsibilities

Front-Line Technical Support

Provides first line support to patients and staff for MyChart access, navigation, and basic troubleshooting via phone, chat, or ticketing systems.

Assists with account activation, password resets, locked accounts, proxy access setup, and identity verification.

Customer Service and Communication

Educates patients on MyChart functionality including appointment scheduling, eCheck‑in, viewing results, messaging providers, document uploads, and notifications.

Troubleshoots common technical issues such as login errors, app navigation problems, minor upload failures, and basic video visit connectivity concerns.

Maintains a customer-focused approach in all interactions.

Follows established safety guardrails by avoiding clinical advice and escalating urgent symptoms, medication concerns, or repeated failures to appropriate clinical or IT teams.

Documentation and Ticketing

Accurately documents all interactions, resolutions, and follow‑up actions in ticketing and CRM systems.

Meets productivity, quality, and service level expectations while maintaining high customer satisfaction.

Identifies recurring issues, workflow gaps, and opportunities for self‑service improvement and knowledge base updates.

Collaborates with IT, Access Center, Clinical Operations, and Digital Health teams to resolve trends and optimize workflows.

Supports Epic upgrades, downtime readiness, and change management communication related to MyChart functionality.

Team Support and Development

Participates in team meetings and training sessions.

Seeks feedback and guidance to improve technical skills.

Assists other team members with tasks as needed.

Other Job Duties may apply as assigned

Marginal or Periodic Functions:

Promotes individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency while supporting department‑based goals which contribute to the success of the organization; serves as preceptor, mentor, and resource to less experienced staff.

Participates in pilot programs, user acceptance testing, and workflow validation for new MyChart features or integrations.

Assists with development and maintenance of scripts, FAQs, training materials, and knowledge base content.

Supports reporting requests, quality audits, and performance improvement initiatives as directed by leadership.

Provides backup support to Access Center queues during surge volumes or emergency operations as needed.

Participates in committees or workgroups related to digital front door optimization, patient experience, or Epic governance.

Performs related duties as required.

KNOWLEDGE/SKILLS/ABILITIES

Customer Focus

Provides responsive and empathetic support to clinical and administrative users.

Builds trust through clear communication and consistent follow-up.

Understands the importance of minimizing disruptions in healthcare environments.

Tailors support to user needs and organizational priorities.

Problem Solving

Applies basic troubleshooting techniques to resolve common technical issues.

Identifies patterns in recurring problems and communicates findings.

Escalates complex issues appropriately and follows up on resolutions.

Demonstrates persistence in resolving user concerns.

Technical Learning

Quickly learns new tools, systems, and procedures with guidance.

Demonstrates curiosity and initiative in expanding technical knowledge.

Adapts to changing technologies and workflows.

Shares newly acquired knowledge with peers and team members.

Composure

Maintains professionalism and calm demeanor during high-pressure situations.

Handles frustrated users with patience and empathy.

Responds effectively during outages or urgent support scenarios.

Demonstrates resilience in fast-paced clinical environments.

Interpersonal Savvy

Communicates clearly and respectfully with different user groups.

Builds rapport with frequent users and team members.

Navigates organizational dynamics with professionalism.

Collaborates effectively across departments and roles.

Action Oriented

Takes initiative to resolve issues promptly and efficiently.

Volunteers for tasks and follows through reliably.

Demonstrates urgency in responding to clinical support needs.

Proactively identifies opportunities to improve service delivery.

Required Qualifications

High school diploma or equivalent.

Two years of experience in customer service, call center, healthcare access, or technical support role.

Proficiency with computers, web applications, mobile apps, and basic troubleshooting.

Strong verbal communication, typing, and documentation skills.

Ability to work in a fast‑paced, metric-driven environment.

Relevant education and experience may be substituted as appropriate.

Preferred Qualifications

Experience supporting Epic MyChart, Epic EMR, or healthcare IT systems.

Prior helpdesk, Front Desk, IT support, or digital health support experience.

Healthcare registration, scheduling, or patient access experience.

Bilingual (English/Spanish) or ability to communicate effectively with diverse patient populations.

Experience using ticketing systems, CRM platforms, or knowledge management tools.

HDI Customer Service Representative (HDI‑CSR), or healthcare IT certification preferred.

Salary Range

$46,500 + depending on qualifications

Working Conditions

Standard office equipment.

Repetitive use of a keyboard.

May be exposed to such occupational hazards as communicable diseases, blood borne pathogens, ionizing and non-ionizing radiation, hazardous medications and disoriented or combative patients, or others.

Front Desk, Office, or contact center environment with prolonged computer and headset use.

Hybrid or remote work environment may be supported based on operational needs.

Extended periods of sitting, keyboarding, and screen time.

High‑volume in-person support/ inbound call and digital interaction environment.

Adherence to HIPAA, security, and confidentiality standards.

Fast‑paced operational environment with productivity and quality expectations.

Required Materials

Resume/CV

3 work references with their contact information; at least one reference should be from a supervisor

Letter of interest

Important for applicants who are NOT current university employees or contingent workers: You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure that ALL Required Materials have been uploaded.  Once your job application has been submitted, you cannot make changes.

Important for Current university employees and contingent workers: As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questions presented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.

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Employment Eligibility:

Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval.

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Retirement Plan Eligibility:

The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.

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Background Checks:

A criminal history background check will be required for finalist(s) under consideration for this position.

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Equal Opportunity Employer:

The University of Texas at Austin, as an equal opportunity/affirmative action employer, complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.

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Pay Transparency:

The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

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Employment Eligibility Verification:

If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form.  You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States.  Documents need to be presented no later than the third day of employment.  Failure to do so will result in loss of employment at the university.

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E-Verify:

The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university’s company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following:

E-Verify Poster (English and Spanish) [PDF]Right to Work Poster (English) [PDF]Right to Work Poster (Spanish) [PDF]

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Compliance:

Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031.

The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.