Digital Patient Engagement Administrator
Job summary
We are looking to recruit a Digital Patient Engagement Administrator to join the CUH Epic MyChart Team to provide MyChart Patient Portal support to patients with activation of their account, resetting of passwords, and navigation of the MyChart portal.
Also responsible for providing support of MyChart issues reported by the Trust or patient community, and thorough documentation of each issue in the call logging system, accurately and effectively, to ensure seamless communication between departments.
Main duties of the job
Providing exceptional customer service experiences our MyChart usersCommunicating with MyChart users in a professional, friendly, and helpful manner Following up with MyChart users as neededExplaining basic concepts and processes in a clear, concise, easy-to-understand way to customers with a variety of backgrounds and technical aptitudesMeeting key performance indicatorsMaintaining a positive and supportive attitude at all times
Technical-related duties include:Assessing and responding to calls and requests for assistanceTroubleshooting, resolving, or escalating incidents in an efficient and effective mannerUsing a technical knowledge base and processing information quicklySolving familiar and unfamiliar issuesEntering accurate and timely data into the call logging system Creating timely and accurate documentation of steps taken and outcomesLearning additional support skills for new applications / processes as needed
Providing and maintaining expert-level knowledge of Epic MyChart software
About us
Our Trust
Cambridge University Hospitals (CUH) NHS Foundation Trust comprises Addenbrooke's Hospital and the Rosie Hospital in Cambridge. With over 13,000 staff and over 1100 beds the priorities of the Trust focus on a quality service which is all about people - patients, staff and partners. Recognised as providing 'outstanding' care to our patients and rated 'Good' overall by the Care Quality Commissioner, is testament to the skill and dedication of the people who work here. CUH's values - Together - Safe, Kind, Excellent - are at the heart of patient care, defining the way all staff work and behave. The Trust provides accessible high-quality healthcare for the local people of Cambridge, together with specialist services, dealing with rare or complex conditions for a regional, national and international population.
CUH is committed to promoting a diverse and inclusive community - a place where we can all be ourselves. We value our differences and fully advocate and support an inclusive working environment where every individual can fulfil their potential. We want to ensure our people are truly representative of all the communities that we serve. We welcome applications for all positions in the organisation irrespective of people's age, disability, ethnicity, race, nationality, gender identity, sex, sexual orientation, religion or belief, marriage and civil partnership status, or pregnancy and maternity status or social economic background.
Job description
Job responsibilities
Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities.
This vacancy will close at midnight on 11th October 2026.
Interviews are due to be held on 21st October 2026.
All appointments with a start date on or after 1 October 2026 will be subject to a 12-week probationary period. This provides a structured and supportive period to help you settle into your role, with regular reviews and feedback.
Right to Work
As there is a 12-week probationary period, successful candidates are expected to have the Right to Work for a period of at least 6 months from the proposed start date. Immigration and Right to Work status will be discussed with successful candidates at conditional offer. CUH will not offer sponsorship to candidates that have applied for a fee waiver.
Due to Home Office immigration rules, a full-time permanent vacancy cannot be filled by individuals on a student visa. Therefore, please be advised that if you are a student visa holder, we will not be able to offer you a full-time permanent contract unless you have:
- applied for a Graduate visa
- or you will have successfully completed your course and have applied for a Graduate visa before the anticipated start date of your employment
As per Home Office guidelines, please be aware that, unfortunately, the Trust is unable to offer sponsorship for this position.
Benefits to you
At Cambridge University Hospitals, we want to do all we can to support good working days. We offer development opportunities and a wide range of benefits, including on-site leisure facilities, shopping concourse and day nurseries. Our good work programme currently includes providing reduced cost Stagecoach bus travel to and from Cambridge University Hospital site. Park and Ride bus journeys between Babraham Road and Trumpington sites are free, as is the route to and from Cambridge train station and our hospitals. We also subsidise the cost of parking on site for eligible staff.
On CUH campus, hot food is available 24/7 and at a reduced cost for colleagues. Recently we launched the first of our staff pod break spaces. Located in the Deakin Centre, we have a purpose-created colleague-only caf, with free tea and coffee, a break space and private outside area for colleagues to rest, refuel and recharge. Just one of the ways we are working hard to support good working days at CUH.
CUH is committed to assisting employees in achieving a good work-life balance irrespective of role or personal circumstances. Flexible arrangements may include, but are not limited to, part-time working, job-share, term-time working and flexible start and finish times.
Please note if you would like to discuss the required hours of this role further, you should approach the contact given. In some cases, alternative working hours will be considered.
We welcome applications from the Armed Forces.
Person Specification
Qualifications
- Educated to A level or NVQ level 3 Customer Service/ Business Admin /ITQ or equivalent
- Typing qualification or equivalent experience (if applicable)
- Specific technical/professional qualification (if applicable)
- Secretary qualification or equivalent
- Team leader/management qualification
Experience
- oExperience of working in a busy clerical/office environment or reception service
- oSecretarial and /or administrative experience including minute taking
- oPrioritising, planning and organising own tasks
- oWorking within guidelines
- oExperience of dealing with difficult situations and confrontations
- oData entry experience and documentation
- oExperience of IT packages - Microsoft office
- oExperience of producing documents to a high standard
- oPrevious experience of working with an EPR (Electronic Patient Record)
- Previous experience of working in NHS
- Recruitment and Selection of staff
- Experience of supervising staff
- Previous experience of using or supporting MyChart
Knowledge
- Understanding of confidentiality and data protection
- Sound knowledge of office procedures
- Understanding of customer service
- Good working knowledge of Microsoft Office packages
- Good understanding of website navigation
- Knowledge of the Trust including awareness of priorities
- Knowledge of Trust information systems
- Knowledge of Medical Terminology
- Awareness of NHS targets and Trust priorities
Skills
- Ability to work as part of a team
- Excellent communication skills including telephone, email, face to face
- Ability to develop templates for letters
- Ability to organise and manage own time keeping to schedule and deadlines
- Ability to allocate and monitor work of others
- Ability to use own initiative and work autonomously
- Ability to demonstrate leadership skills
- Willing to take on/learn new skills
- Ability to show attention to detail and accuracy
- Ability to adapt to change
- Ability to store and safeguard confidential documents
- Ability to work under pressure
- Ability to work with budgets
- Ability to requisition general stock
- Ability to touch type
Additional Requirements
- The ability to understand and behave at all times, towards patients, visitors and colleagues according to the Trust values of safe, kind, excellent.
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.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.
Employer details
Employer name
Cambridge University Hospital NHS Foundation Trust
Address
Addenbrookes Hospital-Division Corporate
Hills Road
Cambridge
CB2 0QQ
United Kingdom
Employer's website
https://www.cuh.nhs.uk