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

Dell Medical School is seeking an EMR Helpdesk Supervisor.

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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…