EMR Helpdesk Supervisor

Job Posting Title:

EMR Helpdesk Supervisor

• Hiring Department:

  Dell Medical School

• Position Open To:

  All Applicants

• Weekly Scheduled Hours:

  40

• FLSA Status:

  Exempt

• Earliest Start Date:

  Mar 09, 2026

• Position Duration:

  Expected to Continue

•

Location:

AUSTIN, TX

•

Job Details:

General Notes Dell Medical School is seeking an EMR Healpdesk Supervisor. Purpose The EMR Helpdesk Supervisor oversees daily operations of the EMR Helpdesk team supporting patients and internal staff with EMR and patient portal (e.g., Epic MyChart) navigation, account access, and basic technical troubleshooting. Reporting to the Patient Access Manager, this role provides frontline leadership for EMR Helpdesk Specialists and Leads, ensuring high-quality, customer-focused support via phone, chat, and ticketing systems. The Supervisor manages queue performance, staff scheduling, coaching and development, quality assurance, and escalation pathways to IT, Clinical Operations, and Digital Health teams. This role supports organizational Epic implementation/adoption, digital front door strategy, change management for upgrades, and downtime readiness—promoting a consistent, positive digital patient experience and reliable access for providers and staff. Responsibilities Supervise Daily Operations Oversees daily EMR Helpdesk activities, including phone, chat, and ticket queues to meet service level, abandonment, and response time targets. Acts as the operational escalation point for complex inquiries or workflow barriers. Ensures adherence to policies, scripts, identity verification, and safety guardrails (no clinical advice; proper escalation). Coordinates with Access Center leadership and other supervisors to balance coverage and volume across channels. Maintains clear documentation of operational procedures and updates in the knowledge base. Staff Leadership & Development Directly supervises EMR Helpdesk Specialists and Leads; assigns work, sets expectations, and monitors performance. Provides real-time coaching, 1:1s, and corrective action in alignment with HR policies. Supports recruitment, interviewing, onboarding, and competency validation for new hires. Develops training plans (systems, soft skills, compliance) and oversees ongoing skill development. Recognizes achievements and fosters an inclusive, service-oriented team culture. Quality Assurance & Knowledge Management Conducts routine quality reviews (call/chat monitoring, ticket audits) for accuracy, tone, and compliance. Tracks accuracy on account activation, password resets, proxy access, and documentation standards. Identifies common issues and partners with Digital Health/IT to update scripts, FAQs, and knowledge base content. Ensures HIPAA, privacy, and organizational standards are consistently met. Incident, Escalation & Outage Management Manages escalation protocols for clinical concerns, repeated failures, or advanced technical issues. Coordinates with IT for incident triage (login failures, app issues, video visit connectivity), and communicates status to staff. Leads helpdesk response during downtimes, disaster recovery events, and post-incident reviews. Supports change management communications and readiness for Epic upgrades or new feature releases. Workforce Management & Scheduling Creates and adjusts staff schedules based on forecasted volume and real-time demand. Oversees timekeeping approvals and attendance, ensuring appropriate coverage across hours of operation. Partners with other supervisors to align cross-coverage and surge planning. Reporting & Process Improvement Prepares and distributes performance reports (AHT, FCR, CSAT, SLA, ticket aging, call quality). Analyzes trends and recommends workflow optimization and self-service enhancements. Participates in improvement projects, pilots, and UAT for new features and integrations. Tracks resolution of technical issues and documents improvements to close the loop.

MARGINAL OR PERIODIC FUNCTIONS

Assists with timekeeping and payroll approvals for assigned staff. Represents the department in cross-functional committees (Epic governance, Digital Front Door, Patient Experience). Supports downtime procedures, disaster recovery drills, and emergency operations. Participates in professional development and industry networking. Provides coverage during staffing shortages, peak volume, or special events. Assists with audit responses, compliance reviews, and internal controls. Performs related duties as required.

KNOWLEDGE/SKILLS/ABILITIES

Directing Others Sets clear expectations, delegates effectively, and adjusts priorities swiftly. Holds team members accountable to service, quality, and compliance standards. Decision Quality Makes sound operational decisions using data, policy, and judgment. Balances efficiency, user experience, and regulatory requirements; escalates appropriately. Managing & Measuring Work Establishes KPIs (SLA, AHT, FCR, CSAT) and monitors team performance. Provides timely feedback, action plans, and follow-through on performance gaps. Customer Focus Champions empathetic, professional support for patients, providers, and staff. Investigates complaints, resolves issues, and drives improvements based on feedback. Process Management Designs and refines workflows for consistent, compliant, and efficient support. Standardizes procedures and partners with IT/Access Center leadership to optimize tools. Technical Learning Quickly learns new EMR features, portal functionality, and support tools. Coaches the team to adopt updates tied to Epic releases and organization initiatives. Problem Solving & Composure Uses structured troubleshooting and remains calm under pressure (outages, spikes). Demonstrates persistence and clarity when addressing complex or recurring issues. Interpersonal Savvy Builds strong cross-functional relationships; communicates clearly and respectfully. Mediates conflicts, fosters collaboration, and maintains professionalism. Coaching & Developing Others Observes interactions, delivers actionable feedback, and builds competency. Encourages knowledge sharing and peer mentoring. Data Literacy Interprets dashboards and reports to drive decisions and continuous improvement. Translates insights into operational actions staff can execute. Other Job Duties may apply as assigned Required Qualifications High school diploma or equivalent. 4 or more years of experience in helpdesk, contact center, healthcare access, or technical support, including at least 2 years supporting healthcare IT/EMR or patient portal users. 1 or more years in a lead or senior role (e.g., mentor, QA reviewer, shift lead). Proficiency with ticketing/CRM systems, EMR/patient portal tools (e.g., Epic/MyChart), and basic troubleshooting. Strong written and verbal communication, documentation accuracy, and keyboarding skills. Ability to work in a fast-paced, metric-driven environment with changing priorities. Relevant education and experience may be substituted as appropriate. Preferred Qualifications Bachelor's degree in Healthcare Administration, Business, Information Systems, or related field. 6-7 years in patient access, healthcare IT support, or high-volume helpdesk environments. 2 or more years of formal supervisory experience in a multi-site or high-volume setting. Experience with Epic MyChart, Epic EMR modules, and digital health workflows. Bilingual (English/Spanish) or demonstrated ability to support diverse populations. Experience managing knowledge bases, QA programs, and change management communications. HDI-SCA/HDI-Support Center Supervisor, HDI-CSR, or equivalent. ITIL® Foundation. Epic proficiency/certification (as applicable to role scope) or MyChart certification.

SUPERVISION TITLE THIS JOB REPORTS TO

: Patient Access Manager

JOB TITLES SUPERVISED

EMR Helpdesk Specialists, Lead EMR Helpdesk Specialist (as applicable)

BUDGET RESPONSIBILITY

Provides input on staffing, tools, training, and overtime; no direct budget authority unless delegated.

DECISION-MAKING RESPONSIBILITY

Independent decisions: Scheduling and daily assignments; service recovery within guidelines; real-time queue management; escalation initiation; knowledge base updates within approved governance.

Requires higher-level approval:

Headcount changes; budget adjustments; policy changes; major process redesign; hiring/termination beyond standard guidelines. Salary Range $62,000 + depending on qualifications Working Conditions Standard office environment with extensive computer and headset use; hybrid/remote may be supported based on operational needs. Repetitive use of a keyboard; extended periods of sitting and screen time. High-volume call/chat/ticket environment with productivity and quality expectations. May be exposed to occupational hazards common to healthcare environments (e.g., communicable diseases, blood borne pathogens, ionizing and non-ionizing radiation, hazardous medications, disoriented or combative individuals). Strict adherence to HIPAA, security, privacy, and confidentiality standards. Required Materials Resume/CV 3 work references with their contact information; at least one reference should be from a supervisor Letter of interest Important for applicants who are NOT current university employees or contingent workers: You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure that ALL Required Materials have been uploaded. Once your job application has been submitted, you cannot make changes. Important for Current university employees and contingent workers: As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questions presented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.

• Employment Eligibility:

  Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval.

• Retirement Plan Eligibility:

  The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.

• Background Checks:

  A criminal history background check will be required for finalist(s) under consideration for this position.

•

Equal Opportunity Employer:

The University of Texas at Austin, as an equal opportunity/affirmative action employer , complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.•

Pay Transparency:

The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.•

Employment Eligibility Verification:

If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form. You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States. Documents need to be presented no later than the third day of employment. Failure to do so will result in loss of employment at the university.

• E-Verify:

  The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university's company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following: E-Verify Poster (English and Spanish) [PDF] Right to Work Poster (English) [PDF] Right to Work Poster (Spanish) [PDF]

•

Compliance:

Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in

HOP-3031

. The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.