Job Description
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.