Summary

The Customer Support Specialist serves as the primary point of contact for MyHealth’s participating healthcare organizations, including health systems, hospitals, provider groups, payers, public health agencies, community organizations, and other stakeholders. This role is responsible for delivering exceptional client support, troubleshooting technical and operational issues, coordinating issue resolution, and ensuring a positive client experience across health information exchange, data reporting, analytics, and interoperability services.

Job Overview

• Job type: Full-time
• Work setting: Work from home
• Location: Remote (Worldwide)
• Salary: $61,397 – $72,649 a year
• Employer: MyHealth Access Network

Responsibilities

Client Support & Issue Resolution

• Serve as the first-line support contact for clients via phone, email, and ticketing system.
• Respond to and resolve client inquiries related to portal access, HIE services, data submissions, alerts, reporting tools, workflows, and related services.
• Troubleshoot user access, data quality, connectivity, and workflow issues.
• Document, track, prioritize, and escalate support tickets in accordance with established service level agreements (SLAs).
• Coordinate with internal technical, analytics, and project teams to ensure timely issue resolution.

Client Service & Relationship Management

• Deliver professional, responsive, and client-focused support to healthcare providers, payers, public health agencies, and community partners.
• Maintain regular communication with clients regarding issue status, resolutions, and service updates.
• Assist with onboarding and training of new users and organizations, as needed.

System Monitoring & Operational Support

• Monitor helpdesk cases to identify trends and recurring issues.
• Assist in testing system updates and enhancements, as needed.
• Maintain accurate support documentation, knowledge base articles, and standard operating procedures.
• Support account administration activities, including password resets, user provisioning, and permissions management.

Collaboration & Continuous Improvement

• Participate in cross-functional meetings to improve client experience and operational efficiency.
• Identify opportunities to improve workflows, training materials, and support processes.
• Contribute to quality assurance and customer satisfaction initiatives.
• Support compliance with HIPAA, privacy, security, and organizational policies.

Qualifications

Required

• Associate’s or Bachelor’s degree in healthcare administration, information technology, business, public health, or related field; or equivalent work experience.
• Minimum 2 years of experience in customer support, healthcare operations, healthcare IT, or helpdesk services.
• Strong communication and interpersonal skills.
• Experience working with ticketing or customer support systems.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred

• Experience working in healthcare, health information exchange, Health Data Utility, health IT, public health, or clinical settings.
• Basic understanding of interoperability standards and healthcare data exchange, such as HL7, FHIR, CCD/C-CDA, or ADT messaging.
• Experience supporting provider portals, analytics platforms, or population health tools.
• Knowledge of HIPAA privacy and security requirements.

Knowledge, Skills, and Abilities

• Customer-focused mindset
• Problem-solving and analytical thinking
• Attention to detail
• Strong organizational skills
• Team collaboration
• Adaptability and initiative
• Professional communication

Software

Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), CRM, and Helpdesk ticketing systems (such as Salesforce).

Supervisory Responsibility

None

Work Environment

Fully remote position with the ability to work effectively from a home office environment.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit; stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is required to lift a maximum of 30 pounds.

Position Type/Expected Hours of Work

Some flexibility in hours is allowed, but the employee must be available during the “core” work hours of 8:30 a.m. to 5 p.m. and must work 40 hours each week to maintain full-time status.

Travel Occasional – travel may be required in support of customers, local and statewide.

AAP/EEO Statement

MyHealth expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, genetic information, disability or veteran status.

Other Duties

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. The following are always expected:

• Comply with employee handbook
• Be prompt and on time
• Communicate clearly
• Treat others with respect
• Maintain confidentiality where appropriate
• Be honest and open with questions, concerns and feedback for others

Pay: $61,397.00 – $72,649.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Work from home

Education:

• Associate (Required)

Experience:

• Customer support: 2 years (Preferred)
• Ticketing Systems: 2 years (Preferred)
• Interoperability Standards: 2 years (Preferred)
• HIPAA: 2 years (Preferred)

Work Location: Remote

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