Role Summary
The Patient Portal Helpdesk Analyst will work as part of team, to support the delivery of a high-quality service, a positive patient experience and the highest levels of customer service during core hours Monday-Friday.
You will be accountable for processing inbound calls, emails and other forms of request for help and assistance with patients signing up to and using MY CARE. This service covers the whole of the Royal Devon University Healthcare NHS Foundation Trust, and from 1st April 6 will be taking on patients of the Torbay & South Devon Hospital, and in July patients from the University Hospital Plymouth.
You will be the first line customer support to patients, relatives and staff to assist with queries regarding the sign-up process and basic technical issues according to defined protocols. You will strive to assist upon first contact with the aim of resolving issues raised.
MY CARE is an evolving functionality of the patient’s electronic record and you will therefore need to be willing to adapt as it does so.
You may be required to visit other sites to assist staff and patients with the sign-up process.
About the Role
For more information on the Job Description and Responsibilities please click the link below.
More detail about the role
We are looking for a friendly, organised and patient-focused individual to join our team as a Patient Portal Helpdesk Analyst, supporting patients and staff to access and use MY CARE, our digital patient portal linked to Epic.
You will provide first-line support via telephone and email, helping patients register, resolve basic technical issues and confidently use the portal. You will aim to resolve queries at first contact and deliver a high standard of customer service at all times. Occasional travel to other Trust sites may be required.
About You
You will:
1. Have excellent communication and customer service skills
2. Be confident managing phone calls and emails in a busy environment
3. Be patient, calm and solution-focused
4. Have good IT skills and be comfortable learning new systems
5. Work well as part of a team
6. Be adaptable and willing to support an evolving digital service
Previous experience in a customer service, administrative or NHS setting would be helpful but is not essential.
Why Join Us?
This is an exciting opportunity to support the Trust’s digital transformation and improve how patients access their healthcare information. You will play a key role in enhancing patient experience across the organisation while working within a supportive and collaborative team environment.
If you are motivated by helping others and want to be part of a service that is making a real difference to patients, we would love to hear from you.
Working hours per week. Monday to Friday 0-0 (there is some flexibility on working days, but there is an expected finish of on at least two days)
Interview Date: To be confirmed
For further information please contact: Neil Gregory, Administration Line Manager
This is a fixed term contract until //7. For current NHS employees this post could be a secondment opportunity.
As an inclusive employer, the Royal Devon values diversity and is committed to creating a culture of inclusivity where everyone can be themselves and reach their full potential. We believe in fostering a sense of belonging and actively encourage applications from individuals of all backgrounds, cultures, and abilities. We recognise the advantages of having a diverse workforce that reflects the communities we serve.
Preference will be given to staff with ‘Priority’ and 'At Risk' status including NHS At Risk staff throughout Devon.
The Royal Devon University Healthcare NHS Foundation Trust reserves the right to close vacancy when sufficient applications have been received.
The Royal Devon University Healthcare NHS Foundation Trust was established in April 2, bringing together the expertise of both the Royal Devon and Exeter NHS Foundation Trust and Northern Devon Healthcare NHS Trust.
About Us
Stretching across Northern, Eastern and Mid Devon, we have a workforce of over, staff, making us the largest employer in Devon. Our core services, which we provide to more than, people, cover more than 2, square miles across Devon, while some of our specialist services cover the whole of the peninsula, extending our reach as far as Cornwall and the Isles of Scilly.
We deliver a wide range of emergency, specialist and general medical services through North Devon District Hospital and the Royal Devon and Exeter Hospital (Wonford). Alongside our two acute hospitals, we provide integrated health and social care services across a variety of settings, including community inpatient hospitals, outpatient clinics, and within people’s own homes. We also offer primary care services, a range of specialist community services, and Sexual Assault Referral Centres (SARC).
Our state-of-the-art equipment, leading technologies and strong links to local universities put us at the forefront of research and innovations, enabling us to provide world-class care to our local communities.
Our values are at the heart of everything we do, click here to find out more
It has never been a more exciting time to join the Royal Devon, as you will help to shape our services as we continue along our integration journey.
Benefits
Looking after you is important to us.
We strive to help our staff create a healthy work-life balance through flexible working schemes and our family friendly policies.
If you are starting out in the NHS, you’ll start with days paid annual leave (plus bank holidays), rising to days plus bank holidays.
You will benefit from access to our own comprehensive occupational health services, including counselling, onsite wellbeing activities and groups.
We will work together to maintain a culture that develops and supports you and your team.
This might include funding for a care certificate, a degree or leadership qualifications. Or it might include days off to study, engage in CPD or rotational placements to help you hone your skills. Wherever you are heading in the NHS, we will help you get there.
Salary is not the only financial benefit
You will have access to an extensive range of staff discounts on shopping, fitness and leisure options and you can spread the cost of technology and home appliance purchases from major retailers. You will also have access to other benefits including:
7. National discount services such as the Blue Light Card and Health Service Discounts.
8. Salary sacrifice options including our OFSTED rated outstanding nursery onsite at Exeter
9. Car lease schemes.
10. The NHS Pension scheme (one of the most generous and comprehensive in the UK).
11. Cycle to work scheme
These are just a few of the benefits available – if the role is something you are interested in, we would love to hear from you.