RNOH MyCare Helpdesk Agent
Job summary
We have two full-time (37.5 hours per week) posts available.
One is a permanent post and the other is a 12 months fixed-term post
The role of the 'MyCare' HelpDesk agent is to participate in the delivery of an efficient, responsive, effective and customer focused help desk. RNOH MyCare Helpdesk agents are responsible for supporting patients, relatives, carers and staff when they require help with using the RNOH MyCare application. The post-holder will provide a prompt support service in response to telephone, and email requests from end-users. All requests will be entered accurately and efficiently onto the Help Desk ticketing system ensuring the customer experiences a high quality, timely service and efficient resolution to their problem. As we move into a new age of digital communications and support at the RNOH, the Helpdesk agents are a key link with staff and patients and are vital to keeping the RNOH running smoothly. They ensure our patients have the information they need for managing their care and our healthcare professionals can provide crucial patient information.
Please see the Job Description and Person Specification for further details.
Main duties of the job
Be the first point of contact within the RNOH for all MyCare queries, incidents, problems and requests.
Be the first point of contact within the RNOH for all 'Epic Care link' log in queries and sign up validation and support.
Once in receipt of the necessary training, responsibility for assisting patients, relatives and carers with enquiries related to MyCare patient portal access and use, e.g., sign up support, sending activation codes, resetting passwords, highlighting areas where they can find helpful information.
Once in receipt of the necessary training, responsibility for assisting clinicians to set up their log in to access 'Epic Care link' to make referrals.
Accurately log calls for incidents, problems and requests received by telephone, electronically or in person using the Trust's Service Desk ITSM system.
Manage the user experience and their expectations by managing all contact (including telephone, email) with patients, relatives, and carers in a sensitive way, always ensuring patient confidentiality.
About us
At the Royal National Orthopaedic Hospital (RNOH), we are committed to achieving the best staff experience in the NHS. In the 2023 NHS Staff Survey, we proudly:
- Scored above the national average for the People Promises: "We are recognised and rewarded," "We are always learning," "We work flexibly," "We are a team," and for staff engagement.
- Ranked #1 among all Trusts in North and Central London for all People Promises and themes.
- Ranked #1 among all Acute Specialist Trusts for "We work flexibly."
At RNOH, we're committed to being actively anti-discriminatory and actively inclusive. We recognise our brilliant people do brilliant work, and we offer rewarding careers, no matter what their background. We continue to strive to break down barriers to be the Trust where people come together because what they do matters, makes a difference and where they can thrive.
Joining our organisation means enjoying a wide range of staff benefits, including:
- 24/7 access to wellbeing support through our Employee Assistance Programme.
- A Rewards & Recognition platform, offering opportunities to thank colleagues, send gifts, and access exclusive discounts.
- A dedicated Staff Wellbeing Hub, providing a space to relax and recharge away from the work environment.
- Salary sacrifice schemes for transport (season ticket loans, car and bike), electrical goods, and childcare
At RNOH, we are more than a workplace--we are committed to patients, to excellence and the wellbeing of our staff.
Job description
Job responsibilities
Follow up re-opened support calls and agree with the user when a full resolution has been implemented.
Obtain feedback from users to support the departments culture of continuous improvement.
Provide a telephone service in support of the MyCare application, answering incoming calls in line with Trust Standard Operating Procedures (SOPs).
Ensure the resolution of incidents, problems and requests are carried out in an efficient and professional manner, whilst conforming to Trust and departmental standards, service agreements, policies, procedures and working practices, escalating and seeking further advice and information within Informatics, when necessary.
Participate in all duties relating to MyCare Helpdesk including (and not limited to) collating reports and statistical data for audit, research, or similar purposes.
Liaise closely with Users to manage user support incidents to a satisfactory conclusion, providing full information and advice and investigating complaints in line with departmental policy.
Escalate issues, complaints and capacity problems to their manager or team leader. The post holder may be required to complete additional tasks and responsibilities that are reasonable and aligned to the role's AfC (Agenda for Change) banding allocation to enable the service to ensure effective delivery and meet operational needs.
Undertake work in line with operational schedules and work programmes.
To act in ways that support equality and diversity and the rights of individuals, ensuring practice follows Trust policies. Identify and act when own or others actions undermine equality and diversity.
Act as a point of contact for MyCare related advice. Develop and maintain effective networks and relationships with internal and external contacts including MyCare Application analysts and trainers at UCLH.
Use conflict resolution strategies in response to barriers of understanding or acceptance faced by, or from MyCare Helpdesk users.
Be able to communicate potential improvements to the patient experience of MyCare to the EHR/improvement team.
Log issues if they arise and liaise with colleagues to achieve resolution and update the systems accordingly. Escalate unresolved issues through the team lead.
Maintain and update appropriate documentation for daily tasks and project deliverables as requested.
To manage in basket requests from external clinicians who wish to refer to the RNOH and support the process to validate their eligibility to refer to the RNOH as a practising clinician and set up a log in for them.
To oversee an manage two communication routes with differing priorities and Trust processes- MyCare Helpdesk function and Epic Care link tertiary referee log in set up and validation.
To attend the training that supports both of these functions using the multiple systems required for these processes.
Please see the Job Description and Person Specification for further details.
Person Specification
Communication & Relationship Skills
- Able to communicate effectively with colleagues, clinical staff, managers, patients and carers of all ages including those for whom English is not a 1st language
- Experience of dealing with awkward clients.
- Communication training/qualification attended
- Able to communicate in a variety of ways including report writing, face to face and on the phone. This includes legible handwriting
Knowledge, Training & Experience
- Knowledge of hospital information systems and data flows
- Knowledge of data protection and confidentiality issue
- GCSE English and Mathematics at grade C or higher
- Experience in the use of digital technology to underpin management processes in an organisation
- Experience of dealing with awkward clients.
- In-depth IT skills in Microsoft Windows systems, Office and applications
- Sound understanding of medical terminology, anatomy and physiology
- Good general knowledge of IT concepts, principles, systems and applications
- An ability to approach technical problems logically, identify the root causes of problems
- Experience in the provision and management of IT services within a large organisation
Analytical & Judgment Skills
- Experience in the use of digital technology to underpin management processes in an organisation
- Able to comprehend, analyse and evaluate information including good problem solving ability
- Creating reports including word processing and meaningful tables, diagrams and charts
Planning & Organisational Skills
- Ability to prioritise and organise tasks enabling a flexible approach to work.
- Ability to work under pressure
- Able to achieve departmental and personal performance targets
IT skills
- Knowledge of hospital information systems and data flows
- In-depth IT skills in Microsoft Windows systems, Office and applications
Responsibility for Equality, Diversity and Inclusion
- Demonstrable commitment to anti-discriminatory and inclusive behaviours and practices
Responsibility for Policy/Service Development
- Taking part in service development/improvement
Responsibility for financial & physical resources
- Ability to show due consideration when using hospital resources
Responsibility for Research & Development
- Ability to demonstrate an interest in using data for research and development projects
- Experience working with data in research beneficial
Freedom to Act
- Confidence to escalate concerns via appropriate channels
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
Royal National Orthopaedic Hospital NHS Trust
Address
Royal National Orthopaedic Hospital
Brockley Hill
Stanmore
HA7 4LP
Employer's website
https://www.rnoh.nhs.uk/
- Company
- Royal National Orthopaedic Hospital NHS Trust
- Location
- Stanmore, United Kingdom HA7 4LP
- Employment Type
- Permanent
- Salary
- £29651.00 - £31312.00 a year
- Posted
- Company
- Royal National Orthopaedic Hospital NHS Trust
- Location
- Stanmore, United Kingdom HA7 4LP
- Employment Type
- Permanent
- Salary
- £29651.00 - £31312.00 a year
- Posted