A hybrid helpdesk post at the Royal National Orthopaedic Hospital NHS Trust, covering the MyCare patient portal, the PROMs programme and the EpicCare Link service. The work is first-line support for patients, carers and clinicians, from account activation and proxy access to encouraging people to complete outcome questionnaires. It is a single role spanning three digital services, including processing EpicCare Link account requests within information governance rules. Prior helpdesk, customer service or healthcare experience is essential.
What the job involves
- Provide first-line support for patients, carers, clinicians and external healthcare professionals on MyCare, PROMs and EpicCare Link
- Assist with MyCare account activation, access issues, proxy access requests and portal enquiries
- Support the administration and promotion of PROMs, encouraging participation and data quality
- Process and manage EpicCare Link account requests and access queries under Trust policy and information governance
- Respond to telephone, email and face-to-face enquiries in a professional, patient-centred way
- Investigate and resolve routine system, account and data quality issues, escalating complex ones
- Maintain accurate records and contribute to data validation, reporting and audit
- Work with clinical, administrative and digital teams on service delivery and improvement
- Promote the effective use of MyCare and other digital services as part of the digital transformation agenda
- Undertake administrative duties and support service developments as required
- Promote patient engagement with MyCare and support digital inclusion across the Trust
What’s required
Qualifications
- GCSE (or equivalent) grade C/4 or above in English and Maths
Experience
- Experience in an administrative, customer service, healthcare or helpdesk environment
- Experience supporting patients, service users or customers
- Experience using digital systems and Microsoft Office applications
Skills & knowledge
- Understanding of the need to provide a patient-centred service
- Understanding of accurate data entry and record keeping
- Knowledge of data protection, confidentiality and information governance principles
- Excellent verbal and written communication skills
- Ability to communicate effectively with patients, carers and healthcare professionals
- Good problem-solving skills and ability to resolve routine queries
Other
- Ability to prioritise and manage competing workloads
- Competent IT skills, including Microsoft Office applications
- Ability to support users with varying levels of digital literacy
Nice to have
- Knowledge of PROMs, patient pathways or NHS services
- Knowledge of Epic, MyCare, patient administration systems or ticket management systems
- NVQ Level 3, BTEC, A Level or equivalent in Business Administration, Customer Service, IT or a related subject
- Experience contributing to service improvement initiatives
- Experience producing reports or analysing service data
What’s offered
- 24/7 access to wellbeing support through an Employee Assistance Programme
- Rewards & Recognition platform with exclusive discounts and gifts
- Dedicated Staff Wellbeing Hub
- Salary sacrifice schemes for season ticket loans, cars, bikes, electrical goods and childcare
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Contact Details:
The Methodist Church in Britain Recruitment Team
