Connections Team Support Agent (Part Time)

UnityPoint Health

Requisition ID
Information Technology
US-IA-Cedar Rapids
3851 River Ridge Dr NE
9010 Administration
Cedar Rapids
Service Center
Scheduled Hours/Shift
M-F 8am - 12pm
Work Type (Portal Searching)
Part Time Benefits


On-Site or Remote Available

Part-time 8am - 12pm M-F


The Connections Team Support Agent provides initial support for Patient Portal and Health Information Exchange customers. These customers may include: physicians, clinics, hospitals, assisted living facilities, home care providers, or other authorized health care entities, as well as UnityPoint Health patients.   Use of email, secure messaging, and phone communication methods seek to understand the patients or customers issues, concerns and needs. Utilize Problem Tracking Software to track incidents. Collaborate with or escalate to 2nd level support when further investigation or intervention is required. Work with the Manager, Connection Team Support Analysts, co-workers and other members of the UnityPoint Health team to reach solutions to our customers’ needs.  


Need Resolution  

  • Log problems in the tracking system, referring complex issues to appropriate 2nd level support staff. 
  • Follow up with customers to ensure satisfactory resolution.   
  • Protect Patient Health Information.  
  • Work collaboratively with other IT group members to ensure the Best Outcome for Every Patient Every Time. 
  • Pursue internal and external escalation of problem resolution when involved in the best interest of customer and patient satisfaction.   
  • Connect patients to the appropriate medical record (either to their own or the proxy record they are requesting) 

Process and Procedure  

  • Update process or procedure documentation as needed for the agents to follow. 
  • Assist with training of new team members of the Connections Team. 
  • Communicates openly, honestly and professionally. 



  • High school diploma required.
  • Bachelor’s degree preferred.


  •  Two years’ experience in a support role for multiple systems. 


  • Requires highly developed communications and negotiation skills to effectively work with all levels of management throughout UnityPoint Health, its subsidiaries and affiliates.   
  • Effective written and verbal communication skills to deal effectively with patients and HIE customers. 
  • Requires Personal Computer experience  
  • Ability to understand and deal effectively with problems and opportunities, which arise, in a complex multiprocessing environment is crucial. 
  • Ability to work as a team member, creating and maintaining effective working relationships. 
  • Ability to understand and apply
  • Networking experience preferred. 

  • Knowledge of healthcare industry systems preferred. 

Job ID: 77630

Posted 26 days ago

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