Clin Health-IT Supp Spec-Intermediate

Job Description

This mission-critical role will, under limited supervision, provide intermediate technical support to UT

This mission-critical role will, under limited supervision, provide intermediate technical support to UT Health patients and their proxies for patient-facing Epic applications. Independently resolves standard and moderately complex patient issues using judgment within established procedures — including complex identity verification, proxy and legal guardian scenarios, telehealth troubleshooting across device types, and integration issues between patient-facing applications and bill pay, scheduling, or results release.

Differentiates from Associate by independently creating and maintaining patient-facing and internal knowledge content, serving as a named training resource for new hires, developing internal procedures, and assisting with team projects. This is a technical support role; clinical questions are routed to clinical staff and billing questions are routed to the revenue cycle team.

• Independently resolve intermediate-complexity patient-facing technical issues including proxy access scenarios, complex identity verification, account merge issues, account recovery for patients without documented identifiers, and multi-organization linkage.
• Exercise judgment within established procedures to determine resolution paths for moderately complex patient situations.
• Provide intermediate telehealth/video visit technical support across iOS, Android, Windows, macOS, and browser environments — including pre-visit testing, in-visit connectivity recovery, audio/video device troubleshooting, and waiting room navigation.
• Provide patient-facing technical support for integration touch points between patient-facing Epic applications and bill pay, online scheduling, eCheck-in, results release, secure messaging delivery, and external organization views.
• Document and elevate well-formed break/fix tickets to clinical application teams when patient-impacting defects are identified; track and communicate resolution status to affected patients within policy.
• Recognize and follow organizational escalation paths for complaints, grievances, clinical safety concerns, and potential identity/access security incidents.
• Create and maintain patient-facing and internal knowledge content — FAQs, self-help articles, scripts, and tip sheets — within patient-facing channels and the internal knowledge base; review and improve documentation produced by Associate-level staff.
• Serve as a named training resource for new hires; lead portions of onboarding within areas of expertise, particularly identity verification and complex patient-facing workflows.
• Mentor Associate-level specialists on complex patient interactions, empathy, de-escalation, and identity verification judgment calls.
• Develop and document internal Patient Applications Support procedures and workflow improvements.
• Assist with team projects by representing the team's perspective in cross-functional work with clinical application teams, revenue cycle, patient experience, and marketing.
• Participate in patient-facing application release readiness — review release notes, identify patient impact, draft patient-facing communications, and update internal knowledge.
• Maintain strict confidentiality of patient information in accordance with HIPAA.
• Other duties as assigned.

• Computer
  
  Skills:
  
  Moderate knowledge of Microsoft Office (Word, Excel, and Outlook) and both PC and MAC software, hardware, operating systems and network environments.
• Language
  
  Skills:
  
  Ability to read and follow complex instructions, and to analyze and diagnose problems with computer workstations in a networked environment.
• Ability to write routine reports and correspondence.
• Ability to speak and interact with all levels of computer users.
• Reasoning Ability:
  Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
• Ability to deal with problems involving a few concrete variables in standardized situations.
• Attention to Detail:
  The ability to maintain a professional demeanor, pay attention to details and set priorities in a fast-paced…