Customer Support Specialist

Classification: Exempt

Reports To: Manager of Client Services

Company Overview

MyHealth Access Network is a 501(c)(3) non-profit statewide Health Information Exchange (HIE) that provides cutting-edge technology solutions to improve patient care by facilitating collaboration between providers. We coordinate care across various agencies, supporting not only physical health but also addressing social determinants of health. Our commitment to the 5 rights of health information—right patient, right provider, right information, at the right time, in the right setting—ensures better patient outcomes while safeguarding individual privacy.

Position 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.

The ideal candidate combines strong customer service skills with healthcare technology knowledge and the ability to communicate effectively with both technical and non-technical users.

Essential Duties and 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.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

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. CST and must work 40 hours each week to maintain full-time status.

Travel

Occasional travel may be required in support of on-site meetings, projects and customers, primarily 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