MyChart Service Desk Analyst

Role Description:
AdventHealth is rolling out a major redesign of its MyChart patient portal and is expanding its Service Desk team to support an anticipated increase in patient call volume. The MyChart Service Desk Analyst will serve as the first point of contact for patients who need assistance accessing and navigating their online health portal. This role is ideal for individuals who enjoy helping others, have strong communication skills, and thrive in a customer-focused environment.
Day-to-Day Responsibilities:
On a day-to-day basis, analysts will answer inbound calls from patients experiencing issues with portal access, password resets, account lockouts, navigation questions, family account linking, and other basic technical concerns. Team members will guide patients through troubleshooting steps, provide clear and professional support, and ensure a positive customer experience while resolving issues as efficiently as possible.
Analysts will document all interactions within ServiceNow, create and manage support tickets, and escalate more complex issues to Tier 2 or Tier 3 support teams when necessary. Success in this role requires the ability to multitask, learn new systems quickly, remain calm under pressure, and communicate effectively with patients who may be frustrated, confused, or unfamiliar with technology.
This is a fast-paced, high-volume support environment where customer service, reliability, and professionalism are critical. While technical skills are helpful, AdventHealth is primarily looking for candidates who are dependable, coachable, patient, and genuinely enjoy assisting others. The ideal candidate will be comfortable spending the majority of their day on the phone, adapting to changing priorities, and serving as a positive representative of AdventHealth during an important patient-facing initiative.

Schedule Requirements (check tracker):
Candidates will be assigned a schedule prior to start
Schedules may include days, evenings, overnights, and weekends
Needs to be thoroughly vetted before submission
Schedule flexibility is required

Location: Orlando, FL
Onsite first 2-3 weeks for comprehensive training (Monday-Friday, 8am-4:30pm)
Fully remote after training following assigned schedule
Training Schedule:
Monday-Friday, 8am-4:30pm
Week 1: Training will be onsite.
Week 2: The first half of the week will be onsite, with the second half transitioning to remote training.
Week 3 (if needed): If additional training is required, we may extend into a third week, which would be conducted remotely.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Must Haves:

1+ year of customer service or hospitality experience
High School Diploma or GED
Excellent communication skills; friendly, patient, and professional demeaner
Open availability to work assigned schedules, including evenings and weekends
Reliable and dependable with strong attendance history
Ability to commit to the full 3-month engagement
Comfortable working in a high-volume call environment
Experience assisting frustrated, confused, or upset customers/patients
Basic computer and web navigation skills
Dedicated remote workspace with reliable internet access
Reliable transportation for onsite training and equipment pickup
Ability to pass background check and drug screen (including THC)

Plusses:
Service desk experience
Call center or high-volume phone support experience
ServiceNow
Healthcare or patient support exp
Hospitality experience (Disney, hotels, theme parks, restaurants, Chick-fil-A, Publix, customer-facing retail, etc.)
Experience working in a remote environment
Experience supporting customers with account access, password resets, or navigation issues
Associate's degree or higher

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.