Band 4 - Patient Portal Compliance & Experience Support Officer

Job overview

A new opportunity has become available for a conscientious, enthusiastic and highly motivated candidate to join the Outpatients ERS & Applications team.

The purpose of this post is to support in the management of the Trust’s, Patient Portal, ERS and Attend Anywhere Applications.

Fixed Term/Secondment Contract – 1 year Full time – 37.5 hours per week Site – St Albans Civic Centre

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Please note - we are unable to obtain a Certificate of Sponsorship (Work Permit) for this role.

Main duties of the job

The successful post holder will be responsible for enhancing the patient experience within the Patient Portal, ensuring that users can easily navigate the system, access features like the waiting list initiative and video consultation functionality, provide actionable feedback and for ensuring that the Patient Portal meets all security and regulatory compliance requirements, including GDPR, HIPAA, and other healthcare-specific regulations This role focuses on improving user interface (UI) and user experience (UX).

This role will support the enablement of proxy for paediatric parents/guardians and carers and also develop and implement patient surveillance projects as they become available.

Detailed job description and main responsibilities

Conduct regular evaluations of the portal’s UI/UX to identify potential improvements.

Work with developers and designers to implement changes based on patient feedback.

Collect, analyse, and act on patient feedback gathered through surveys, interviews, and questionnaires. Identify common issues and concerns raised by users and suggest improvements to enhance satisfaction.

Promote new features, particularly the waiting list initiative, specific condition surveillance, and video consultation functionality within the Attend Anywhere system.

Provide tutorials, FAQs, and direct assistance to guide patients through new functionalities.

Work with other internal teams, including the IT and IG departments to ensure the Patient Portal complies with all relevant healthcare regulations (e.g., GDPR, HIPAA).

Regularly review the portal’s security infrastructure and implement improvements as necessary and maintain a secure environment for patient data.

Work alongside the OPD ERS & Applications Manager and the OPD ERS & Applications Support to maintain the ERS system and Cerner clinic build functionality to allow compatibility with the Patient Portal appointment functionality.

Track key metrics on patient interaction, feature adoption, and overall satisfaction.

Provide regular reports on patient engagement and portal performance to senior management.