Healthcare organizations have a responsibility to ensure the privacy of protected health information (PHI). Advocacy for patient-centered care by facilitating understandable, timely health information is a means to empower patients in their healthcare.  The "MyUofMHealth" HIE Support Specialist provides high-quality (telephone call center) help desk service and operational support to providers, clinicians, and patients / families utilizing the MyUofMHealth Patient Portal, Epic Care Link Provider Portal, Care Everywhere, Epic Direct Messaging, and other applications related to the Health Information Exchange initiatives by applying a broad knowledge of federal and state regulations, health system policy and unit standards.  

Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally.  Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.

OPERATIONS

• Serve as first point of contact for all patients, customers, and external providers seeking assistance for use, navigation, or enrollment in MyUofMHealth Patient Portal or ECL Provider Portal via help desk (telephone call center), email, and fax.
• Respond to and prioritize patient requests for MyUofMHealth portal activation received via In Basket message and online requests from any University of Michigan Health patients and proxies (Michigan Medicine, University Health Services, and Victors Care) while ensuring compliance with Michigan Medicine policies, federal and state laws, and regulations.
• Revoke Patient Portal accounts utilizing deactivation activity within MiChart as requested by clinical providers, the Office of Clinical Safety, or as dictated by UMH policy in compliance with federal and state regulations and health system policy.
• Assist with the investigation of potential privacy violations and create reports regarding any patient issues or privacy violations to HIE Support Team Lead, Supervisor, or Senior Manager as directed and assigned.
• Facilitate requests for access and updates to ECL EpicCare Link Provider Portal in compliance with unit standards and UMH policy
• Meet or exceed the departmental/unit quality and productivity standards for work performance.  
• Flexibility within schedule to cover operations up to and including 7 am-7 pm weekdays and weekend day coverage between 8 am-1 pm as needed and assigned.

CUSTOMER SERVICE

• Provide help desk/support functions to patient and provider portal users. For example, login assistance, lost activation codes, account recovery including resetting passwords, and general guidance on how to use and navigate MyUofMHealth and Provider Portal, virtual health including video visits, general functions and methods of access; support including ability and knowledge to provide general technical support to end users verbally by telephone.
• Educate faculty, staff, patients, and the public on the benefits of using MyUofMHealth, how to navigate the website, and the privacy and security aspects of the portal.
• Escalate patient or external provider concerns to HIE Support Team Lead, Supervisor, or Senior Manager as appropriate.

PROBLEM SOLVING

• Participate in process improvement and redesign to improve customer satisfaction, reduce costs, or meet departmental and institutional goals and objectives.
  
• Identify issues and make recommendations for resolution and improvement.
  

SKILL SET

• Communication: Exceptional people skills are required in verbal and written communications with diverse customers, peers, and colleagues. 
• Attention to Detail:  Achieves thoroughness and accuracy when accomplishing a task.
• Data Management:  Acquires, validates, and processes data, so its accessibility, reliability, and timeliness are ensured to satisfy the needs of end users.
• Analysis:  Analytical skills with the ability to visualize, articulate, and solve complex problems and concepts and make decisions based on available information.      Ability to analyze detailed information to determine appropriate compliance with privacy and security rules.  
• Critical Thinking:  Gathers and integrates critical information to arrive at effective solutions. 
• Decision Making:  Makes timely, informed decisions that consider the facts, goals, constraints, and risks.
• Independence: Ability to work independently in an ever-changing and potentially stressful environment while always maintaining confidentiality. 
• Teamwork: Adhere to high standards of teamwork by demonstrating adaptability, flexibility, and consistently sharing information and resources with others. 

• Associate of Applied Science in Health Information Technology or an Associate?s degree in an equivalent, relevant field of study is required. An equivalent combination of experience, education, or certifications may be considered to meet this requirement
• Two years' experience in healthcare information technology, healthcare analytics, health information management, or a similar position, including an equivalent customer support position
• One year experience in a support or help desk position that includes a high volume of telephone assistance (e.g., call center, help desk, customer service)
• Experience using UMH / Michigan Medicine information systems/applications (e.g., MiChart) or similar electronic medical record applications 
• Knowledge of requirements related to adherence to patient confidentiality and privacy policies
• Demonstrated strong interpersonal communication skills and independent problem-solving to meet the ongoing needs of clients (clinical staff and patients)
• Proficiency using Microsoft Office
• Ability to work independently or in a team with minimal supervision

• 40 Hours per week with availability Monday through Saturday
• Shift C = Availability 9:30 AM ? 7:00 PM Monday through Friday and 8:00 AM - 1:00 PM Saturdays. Actual shift(s) scheduled up to standard 40 hours per week

Mobile/Remote - the work requirements allow for the majority or all the work to be completed offsite. On occasion, the employee may be required and must be available to work onsite if necessitated by unit leadership or their designee and/or the job requirements. 

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings.  Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.

Job openings are posted for a minimum of seven calendar days.  The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

The University of Michigan is an equal employment opportunity employer.