Clin Health-IT Supp Spec-Intermediate

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.

The University of Texas at San Antonio (UT San Antonio) is a nationally recognized, top-tier public research university that unites the power of higher education, biomedical discovery and healthcare within one visionary institution. As the third-largest research university in Texas and a Carnegie R1-designated institution, UT San Antonio is a model of access and excellence - advancing knowledge, social mobility and public health across South Texas and beyond. UT San Antonio serves approximately 42,000 students in 320 academic programs spanning science, engineering, medicine, health, liberal arts, AI, cybersecurity, business, education and more. With 17,000 faculty and staff, UT San Antonio has been recognized by Forbes as one of America's Best Employers for Company Culture.

Benefits Overview

UT Health San Antonio offers an excellent benefits package for its employees. Employees who work at least 20 hours a week, with an appointment of at least 4.5 months, are eligible for benefits.

Medical - UT SELECT Medical insurance is offered free for employees and administered by Blue Cross and Blue Shield of Texas. Family members can be added to the plan through payroll deduction. Employees and their dependents can also receive discounted copays and coinsurance when using UT Health Physicians, a network of 800 premier physicians including more than 100 specialists. Employees receive $50,000 of group term life insurance and $50,000 of basic accidental death and dismemberment insurance for free, with options to purchase additional employee and dependent coverage for both at group rates.

Dental - Three dental insurance plan options are available for employees and their families through Delta Dental Insurance Company, two PPOs and one dental HMO plan. Both PPO plans allow employees to choose any licensed dentist.

Vision - Fully insured Vision Care benefits are offered by Superior Vision Services. Two vision plan options that offer either standard or enhanced vision benefits.

Disability - Employees can enroll in the Disability Insurance which provides income if a non-work related illness or injury prevents you from working.

FSAs - Employees can enroll in flexible spending accounts (FSAs) to set aside money from earnings before taxes for qualifying dependent day care expenses or out-of-pocket health care expenses.

Retirement - Employees are eligible for either the Teacher Retirement System (TRS) or the Optional Retirement Plan (ORP). TRS is a defined benefit retirement plan which UT Health matches employee contributions. ORP is for eligible faculty staff employees. Voluntary retirement programs are also available to invest before- or after-tax dollars with the choice of five quality retirement plan providers.

Time Off - A generous leave program offers multiple paid leave options:

• Front-loaded Paid Time Off: 128 to 208 hours (16 to 26 days) of Paid Time Off based on years of service, given at the start of each fiscal year. PTO may be prorated in year one based on date of hire.
• Extended Illness Bank: 8 hours (1 day) accrued per month which can be used for illness or injury after one day of Paid Time Off is taken.
• Paid Family Leave: Up to 240 hours (6 weeks) to care for a spouse, child, or parent after 6 months of consecutive employment.
• Holidays: 12 set paid holidays each year.

Discounts - Employees enjoy a range of discounts on services, tickets, and gym membership.

EEO Statement

UT Health San Antonio is an equal employment opportunity and affirmative action employer. It is our policy to promote and ensure equal employment opportunity for all individuals without regard to race, color, religion, sex, gender identity, national origin, age, sexual orientation, disability, or veteran status.

• 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 environment.
• Professionalism in delegating assignments and follow-up on project completion and accuracy.
• Ability to follow and provide complex instructions as well as to analyze and diagnose problems within the network environment.

Education:

• Associate degree in Healthcare, Business, Communications, Information Systems, or related field

(demonstrated equivalent years of experience may be considered in lieu of a degree).

Experience:

• Three (3) years of experience in patient support, patient portal or patient-facing application

support, healthcare customer service, or healthcare IT support.

Licenses/Certifications:

• Computer Industry certification such as Microsoft (MCP), CompTIA (A+), Cisco (CCNA) required within one year of hire.

Preferred Qualifications:

• Bachelor''s degree.
• Bilingual (English/Spanish).
• Epic MyChart certification or proficiency in a patient-facing Epic application.
• HDI Support Center Analyst, ITIL Foundation, or patient experience certification (e.g., CPXP).
• Prior experience in patient access, revenue cycle, or scheduling.
• 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 escalate 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.
• 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 escalate 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.