Patient Portal Helpdesk Analyst (MY CARE)

Job description

Job responsibilities

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.

You will:

• Have excellent communication and customer service skills

• Be confident managing phone calls and emails in a busy environment

• Be patient, calm and solution-focused

• Have good IT skills and be comfortable learning new systems

• Work well as part of a team

• 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 Trusts 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 Pattern: 37.5 hours per week. Monday to Friday 0830-1630 (there is some flexibility on working days, but there is an expected finish of 4.30pm on at least two days)

Interview Date: To be confirmed

For further information please contact: Neil Gregory, Administration Line Manager

neil.gregory3@nhs.net or 01392 402574

This is a fixed term contract until 28/02/2027. 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 2022, bringing together the expertise of both the Royal Devon and Exeter NHS Foundation Trust and Northern Devon Healthcare NHS Trust.

Benefits

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'll help you get there.

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're starting out in the NHS, you'll start with 27 days paid annual leave (plus bank holidays), rising to 33 days plus bank holidays.

You'll benefit from access to our own comprehensive occupational health services, including counselling, onsite wellbeing activities and groups.

Salary is not the only financial benefit

You'll 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:

National discount services such as the Blue Light Card and Health Service Discounts.

Salary sacrifice options including our OFSTED rated outstanding nursery onsite at Exeter

Car lease schemes.

The NHS Pension scheme (one of the most generous and comprehensive in the UK).

Cycle to work scheme

These are just a few of the benefits available if the role is something you are interested in, we'd love to hear from you.

Person Specification

General Requirements

Essential

• See job description text above, and (where applicable) you can download a copy of the full job description

Desirable

• See job description text above, and (where applicable) you can download a copy of the full job description

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.

Employer details

Employer name

Royal Devon University Healthcare NHS Foundation Trust

Address

Royal Devon University Healthcare NHS Foundation Trust

Exeter

Devon

EX2 7LA

Employer's website

https://royaldevon.nhs.uk/ (Opens in a new tab)