Go back West Hertfordshire Teaching Hospitals NHS Trust
Band 4 - Patient Portal Compliance & Experience Support Officer
The closing date is 30 July 2025
A new opportunity has become available for a conscientious, enthusiastic and highly motivated candidate to join the Outpatients ERS & Applications team.
The purpose of this post is to support in the management of the Trust's, Patient Portal, ERS and Attend Anywhere Applications.
Fixed Term/Secondment Contract - 1 yearFull time - 37.5 hours per weekSite - St Albans Civic Centre
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Please note - we are unable to obtain a Certificate of Sponsorship (Work Permit) for this role.
Main duties of the job
The successful post holder will be responsible for enhancing the patient experience within the Patient Portal, ensuring that users can easily navigate the system, access features like the waiting list initiative and video consultation functionality, provide actionable feedback and for ensuring that the Patient Portal meets all security and regulatory compliance requirements, including GDPR, HIPAA, and other healthcare-specific regulations This role focuses on improving user interface (UI) and user experience (UX).
This role will support the enablement of proxy for paediatric parents/guardians and carers and also develop and implement patient surveillance projects as they become available.
About us
With a new hospital planned for Watford and work underway to update theatres at St Albans City Hospital, this is an exciting time to join us. We are building on the success of our award-winning virtual hospital and re-imagining models of care, working ever more closely with partners and making the most of advances in digital healthcare. Staff wellbeing and development are a priority at our Trust, as is the role of innovation in improving clinical care, outcomes and patient experience. Our vision is Excellent patient care, together and our values are to be empowered, compassionate, professional and inclusive. They capture an important balance across what we must all do as individuals and to support others. We offer a variety of flexible working options as we recognise the importance of a good work life balance. www.westhertshospitals.nhs.uk/flexibleworking If you have a disability or long-term health condition and should you require support or guidance please contact westherts.recruitment@nhs.net If you are a Service Leaver, Veteran, Military Reserve, Cadet Force Adult Volunteer, or partner/spouse of those serving please tick "Member of the Armed Forces Community" on the application form. We reserve the right to close this advert early due to the volume of applicants. Please apply as soon as possible to avoid disappointment. If you do not hear back within 3 weeks of your application, please assume you have been unsuccessful on this occasion.
Job responsibilities
Conduct regular evaluations of the portals UI/UX to identify potential improvements.
Work with developers and designers to implement changes based on patient feedback.
Collect, analyse, and act on patient feedback gathered through surveys, interviews, and questionnaires.Identify common issues and concerns raised by users and suggest improvements to enhance satisfaction.
Promote new features, particularly the waiting list initiative, specific condition surveillance, and video consultation functionality within the Attend Anywhere system.
Provide tutorials, FAQs, and direct assistance to guide patients through new functionalities.
Work with other internal teams, including the IT and IG departments to ensure the Patient Portal complies with all relevant healthcare regulations (e.g., GDPR, HIPAA).
Regularly review the portals security infrastructure and implement improvements as necessary and maintain a secure environment for patient data.
Work alongside the OPD ERS & Applications Manager and the OPD ERS & Applications Support to maintain the ERS system and Cerner clinic build functionality to allow compatibility with the Patient Portal appointment functionality.
Track key metrics on patient interaction, feature adoption, and overall satisfaction.
Provide regular reports on patient engagement and portal performance to senior management.
Person Specification
Education and qualifications
* Diploma or equivalent experience
* Good level of general education
Knowledge
* Diploma or equivalent experience
* Competent in Microsoft Office programs
* Understanding of information governance issues and how to manage confidential patient information.
* Knowledge of Patient Administration Systems, (e.g.) Cerner Millenium Knowledge of patient portal.
Experience
* Diploma or equivalent experience
* Experience of working in a busy environment
* Experience working in an administrative role.
* Experience of handling confidential information.
* Understanding of User interface & User experience technology.
* Analysis experience
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
West Hertfordshire Teaching Hospitals NHS Trust
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