Job summary
An exciting opportunity has arisen for a MyCare Support Analyst role in the Digital Healthcare Technology Division at UCLH. The post is full time, 37.5 hours per week, Monday-Friday. The role will be remote working and expected to go onsite when required. The postholder requires a positive patient experience, good communication skills and excellent customer service.
Main duties of the job
Main Duties and Responsibilities
- Day to day operation of My Care helpdesk providing assistance to patients and via both telephone and email and remote support as required.
- Responsible for providing initial 1st line diagnosis of technical problems and resolve where possible.
- Identifies trends from incidents being reported and escalates any potential problems to senior members of staff
- Liaise with suppliers in accordance with service contacts and Service level agreements as to minimise disruption to customer systems and clinical applications.
- Ensure that calls are monitored according to the appropriate SLA or Support Agreement and that concerns are escalated as necessary.
- Ability to identify and raise a risk where there is a possible breach of Information Governance responsibilities and be clear about the post holder's accountability for resources, staff etc.
- Represent the Trust, both externally and internally, formally and informally.
- Ensuring all feedback is shared with management team for continual service improvement.
- Ensuring that call details, priority timescales and responsible support team are accurately communicated back to the Patient.
- Assist in the maintenance of up-to-date and comprehensive procedure notes and knowledgebase for all functions associated with the Service Desk and IT support.
- Work closely with Technical Team leads to ensure SLA targets are met.
- Must complete and keep up to date the information governance (IG) training.
About us
University College London Hospitals NHS Foundation Trust (UCLH) is one of the most complex NHS trusts in the UK, serving a large and diverse population. We provide academically led acute and specialist services, to people from the local area, from throughout the United Kingdom and overseas. Our vision is to deliver top-quality patient care, excellent education, and world-class research.
We provide first-class acute and specialist services across eight sites:
- University College Hospital (incorporating the Elizabeth Garrett Anderson Wing)
- National Hospital for Neurology and Neurosurgery
- Royal National ENT and Eastman Dental Hospitals
- University College Hospital Grafton Way Building
- Royal London Hospital for Integrated Medicine
- University College Hospital Macmillan Cancer Centre
- The Hospital for Tropical Diseases
- University College Hospital at Westmoreland Street
We are dedicated to the diagnosis and treatment of many complex illnesses. UCLH specialises in women's health and the treatment of cancer, infection, neurological, gastrointestinal and oral disease. It has world class support services including critical care, imaging, nuclear medicine and pathology.
At UCLH, we have a real 'One Team' ethos, and our values - safety, kindness, teamwork and improving, are central to the way we work. This is supported by our staff, who voted us as the #1 NHS Acute Trust to work for in the whole of England.
Job description
Job responsibilities
The MyCare Support Analyst role will provide an efficient and effective 1st line support to patients to securely access their medical records online. It enables you to securely use the Internet to help manage and receive information about your health. With MyCare UCLH, you can use the Internet to:
- View details of past and upcoming appointments.
- View diagnoses.
- View a health summary from your electronic health record.
- View test results.
- Request prescription renewals.
- Access trusted health information resources.
- Communicate electronically and securely with your medical care team
You will work closely in conjunction with the Service Desk Manager to deliver an integrated IT support service within the agreed Service Level Agreements. You will be responsible for the reporting of IT related issues presented via the IT Service Desk and for ensuring the service desk software is fully updated with activities logged and escalated wherever possible.
You will also be required to work independently, but also must have the ability to decide when to involve management.
Key Working Relationships
- Internal support Teams (EHRS), Patient experience teams.
- External Suppliers
Job description
Job responsibilities
The MyCare Support Analyst role will provide an efficient and effective 1st line support to patients to securely access their medical records online. It enables you to securely use the Internet to help manage and receive information about your health. With MyCare UCLH, you can use the Internet to:
- View details of past and upcoming appointments.
- View diagnoses.
- View a health summary from your electronic health record.
- View test results.
- Request prescription renewals.
- Access trusted health information resources.
- Communicate electronically and securely with your medical care team
You will work closely in conjunction with the Service Desk Manager to deliver an integrated IT support service within the agreed Service Level Agreements. You will be responsible for the reporting of IT related issues presented via the IT Service Desk and for ensuring the service desk software is fully updated with activities logged and escalated wherever possible.
You will also be required to work independently, but also must have the ability to decide when to involve management.
Key Working Relationships
- Internal support Teams (EHRS), Patient experience teams.
- External Suppliers
Person Specification
Qualifications
Essential
- Educated to diploma level in a computer based discipline or relevant subject
Desirable
- Evidence of continuing professional development
- Recognised professional IT qualification e.g. relevant BCS certification, MCSE,
- Recognised professional IT qualification e.g. relevant BCS certification ITIL,
Experience
Essential
- Relevant experience in an IT technical services role
- Experience of dealing with IG and Data Protection issues
- Previous experience as Service Desk Support Analyst
- Hardware & Software system diagnostics and troubleshooting
- Experience of working with computer users of all levels of IT literacy
- Operation on Service Desk systems
Desirable
- Experience of operating in a complex, corporate Microsoft based environment across multiple sites
- Experience of working in an environment with an outsourced partner
- Experience of working with third party suppliers
- Experience of business critical systems, business continuity and disaster recovery
- Relevant experience in the following IT areas (desktop, server, storage and virtualisation) and network (inc telecoms/VoIP)
- Relevant experience in the following IT areas (desktop, server, storage and virtualisation) and network (inc telecoms/VoIP)
Skills and Knowledge
Essential
- MS Office
- Experience in dealing with VoIP telephone systems.
- Evidence of ability to overcome issues & problems
- Good communication skills, written and verbal, in liaising with a wide range of DHCT colleagues and third party suppliers
- Knowledge of IG including IT security and Data Protection
- Able to incorporate industry best practise e.g. ITIL
- Able to express specialised and highly complex ideas or principles to non-expert staff
- Ability to self-manage, organise and prioritise own work
- Display a comprehensive understanding of the needs and objectives of the users of the services provided
Desirable
- Strong analytical and problem solving skills, able to analyse complex and highly specialised technical issues and devise plans accordingly
- Proficient in the products and/or services supplied to the Trust by external suppliers
Other
Essential
- Flexible attitude to work and able to work outside normal working hours which may include weekends or some evening in order to meet specific deadlines
Person Specification
Qualifications
Essential
- Educated to diploma level in a computer based discipline or relevant subject
Desirable
- Evidence of continuing professional development
- Recognised professional IT qualification e.g. relevant BCS certification, MCSE,
- Recognised professional IT qualification e.g. relevant BCS certification ITIL,
Experience
Essential
- Relevant experience in an IT technical services role
- Experience of dealing with IG and Data Protection issues
- Previous experience as Service Desk Support Analyst
- Hardware & Software system diagnostics and troubleshooting
- Experience of working with computer users of all levels of IT literacy
- Operation on Service Desk systems
Desirable
- Experience of operating in a complex, corporate Microsoft based environment across multiple sites
- Experience of working in an environment with an outsourced partner
- Experience of working with third party suppliers
- Experience of business critical systems, business continuity and disaster recovery
- Relevant experience in the following IT areas (desktop, server, storage and virtualisation) and network (inc telecoms/VoIP)
- Relevant experience in the following IT areas (desktop, server, storage and virtualisation) and network (inc telecoms/VoIP)
Skills and Knowledge
Essential
- MS Office
- Experience in dealing with VoIP telephone systems.
- Evidence of ability to overcome issues & problems
- Good communication skills, written and verbal, in liaising with a wide range of DHCT colleagues and third party suppliers
- Knowledge of IG including IT security and Data Protection
- Able to incorporate industry best practise e.g. ITIL
- Able to express specialised and highly complex ideas or principles to non-expert staff
- Ability to self-manage, organise and prioritise own work
- Display a comprehensive understanding of the needs and objectives of the users of the services provided
Desirable
- Strong analytical and problem solving skills, able to analyse complex and highly specialised technical issues and devise plans accordingly
- Proficient in the products and/or services supplied to the Trust by external suppliers
Other
Essential
- Flexible attitude to work and able to work outside normal working hours which may include weekends or some evening in order to meet specific deadlines
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.
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 (Opens in a new tab).
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 (Opens in a new tab).
Additional information
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.
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 (Opens in a new tab).
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 (Opens in a new tab).
