MyChart Support Lead

UMRF Ventures provides students with meaningful professional experience through hands‑on work, leadership development, and career preparation. Our student employees balance academic success with high‑quality, professional work.

Job Title: MyChart Support Lead

Department/Group: MLH

Reports to: Project Manager MLH

Classification: Part-time (hourly) non-exempt

Role and Responsibilities

The MyChart Support Lead provides day-to-day leadership, operational oversight, and advanced support for the team. This role is responsible for ensuring high-quality patient service, supporting team performance, managing escalations, and driving operational excellence.

Key Responsibilities:

Provide daily guidance, support, and direction to the team.

Serve as the primary escalation point for complex patients, accounts, or technical issues.

Monitor team performance, productivity, and adherence to established service standards.

Conduct call monitoring, quality reviews, and coaching sessions to improve service delivery.

Assist with onboarding, training, and ongoing development of support staff.

Coordinate with application support and operational stakeholders to resolve escalated issues.

Identify trends, recurring issues, and opportunities for process improvement.

Support workforce planning, scheduling, and coverage needs to meet service levels.

Assist leadership with reporting, operational metrics, and continuous improvement initiatives

Key Accountabilities

Ensure achievement of departmental service level, quality, and productivity goals.

Maintain high levels of patient satisfaction and service excellence.

Ensure that escalated issues are investigated, managed, and resolved appropriately.

Promote compliance with HIPAA, privacy regulations, and organizational policies.

Ensure staff documentation meets quality and compliance standards.

Drive consistency in call handling, patient interactions, and support processes.

Support team engagement, accountability, and professional development.

Monitor operational performance and recommend corrective actions when needed.

Contribute to increased patient adoption, utilization, and satisfaction with MyChart services.

Competencies

Strong leadership, coaching, and employee development skills.

Advanced customer service and patient support skills.

Strong analytical, problem-solving, and decision-making skills.

Excellent verbal, written, interpersonal, and conflict-resolution skills.

Proficiency with computer systems, web applications, and call center technology.

Qualifications and Education Requirements

Current or recent student at the University of Memphis or surrounding University

Degree in Health Sciences, Health Services, Public Health, Nursing, Information Technology or a related field preferred.

Experience working with patient portals, healthcare applications, or healthcare organizations preferred.

Experience in customer service, call center, healthcare support, or help desk experience preferred.