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.
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.
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.
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 department’s 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.
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