Service Technician I - Epic

Enabling Healthcare Across Networks of Central East (ENHANCE) Ontario (also referred to here as “EO”) is a not-for-profit corporate entity which will provide centralized IT services to its seven (7) member hospitals (Campbellford Memorial Hospital, Haliburton Highlands Health Services, Lakeridge health, Northumberland Hills Hospital, Peterborough Regional Health Centre, Ross Memorial Hospital, and Scarborough Health Network) to manage and operate a set of shared digital assets. This will enable its 7 member hospitals across 14 sites to deliver high quality and safe patient care using the shared Epic Clinical Information System (“CIS”) to over 1.5 million patients residing in both rural and urban communities located in the Central East region of Ontario.

Job Description:

Service Technician I - Service Desk, Information Services

Company Biography:
ENHANCE Ontario "EO” (Enabling Healthcare Across Networks of Central East Ontario) was officially launched as a not-for-profit organization on April 1, 2025. It supports a partnership of seven (7) healthcare organizations, spanning an incredible geographic network of 16, 673 square kilometres through Central East Ontario.

EO provides centralized IT services to its member hospitals to manage and operate a set of shared digital assets. This enables seven (7) healthcare organizations across 14 hospitals to deliver high quality and safe patient care to over 1.5 million patients residing in both rural and urban communities within the Central East region of Ontario. Comprised of approximately 130 staff, ENHANCE Ontario has expertise to manage and operate the Epic Clinical Information System (CIS), ancillary systems, and technical services on behalf of its member hospitals. The implementation and ongoing use of the CIS has underpinned a clinical transformation journey throughout the Central East region, applying best practices to improve the quality and safety of care across the patient population.

Members hospitals include Campbellford Memorial Hospital (CMH), Haliburton Highland Health Services (HHHS), Lakeridge Health (LH), Northumberland Hills Hospital (NHH), Ross Memorial Hospital (RMH), Peterborough Regional Health Centre (PRHC), Scarborough Health Network (SHN).

Position Overview:
Reporting to the Manager, Outpatient Applications, the MyChart Service Technician I will be the initial point of contact for patients navigating their use of MyChart, providing level 1 triage and troubleshooting for Incidents and Service Requests. The expectation of this role will be to focus on customer experience by providing basic step by step troubleshooting that can be followed by the customer to resolve basic issues. For all other issues, detailed documentation will be placed in a ticket for escalation to Level 2 MyChart support.

Company Vacancy/Request for Transfer:
The completion of this online form serves as your application and will be used to determine if you meet the requirements of this position. Please ensure that you have provided all pertinent information necessary to be considered for this vacancy by the close date.

Responsibilities:

• Act as initial point of contact for all MyChart IT service calls from patients

• Provider Tier 1 support to all customers who call in to the MyChart support line

• Assist in Tier 2 support, in collaboration with the MyChart analysts, when necessary

• Manage inbasket patient activation code requests for MyChart

• Communicate with patients via email as needed to assist with MyChart activation

• Documentation of patient support calls and escalation to Tier 1 support or Outpatient Manager as required

• Regular meetings with MyChart Support Team and EO governance

• Other duties as assigned
  

Requirements:

• Completion of a 2-year Diploma in computer technology or a related field

• Minimum of 5 years' Customer Service experience

• Demonstrates excellent communication and interpersonal skills

• Demonstrates excellent organizational, prioritization and time-management skills

• Demonstrates excellent problem solving and decision making skills

• Demonstrates a commitment to customer service when dealing with patients, colleagues, volunteers and other members of the community/public

• Demonstrates values consistent with EO's Code of Conduct and is committed to fostering a healthy and positive work environment in accordance with Health & Safety policy and legislation

• Engages in ethical conduct and strives to understand and appreciate the diversity of our patient/staff population and community

• Excellent work performance and attendance
  

• Asset:
  ITIL Foundations
  Experience with O365
  Experience with Jira ServiceDesk

• Health Information Management / Health Informatics background

• Experience with Epic Systems; especially MyChart
  

This opportunity is posted to support the recruitment of an existing vacant position.

Accommodation and Diversity Statement:
Enhance Ontario (EO) embraces and celebrates our community’s unique multicultural heritage and diversity. EO is an equal opportunity employer, dedicated to a culture of inclusiveness and diversity reflecting our diverse patients, staff and community alike.

We are committed to fostering an environment of equity and inclusivity where every person can work and receive care safely, openly and honestly. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, nation of origin, genetics, disability, age, veteran status, marital or family status, belief system, or other factors related to one’s personal identity and/or values.

We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs.

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