Patient Outcome Data (POD) Advocate/MyCare Helpdesk Agent

Job overview

Are you passionate about improving patient experience and supporting digital healthcare services? We are looking for an enthusiastic and motivated individual to join our team in a unique hybrid role supporting the Trust's MyCare patient portal, Patient Reported Outcome Measures (PROMs) programme, and EpicCare Link service.

MyCare is the Trust's patient portal, enabling patients to view appointments, access clinical information, complete questionnaires, and communicate more effectively with their care teams. In this role, you will help patients make the most of these digital services, supporting account access, proxy access, patient engagement and digital inclusion.

This varied and rewarding role offers the opportunity to work with patients, clinicians and external healthcare professionals to improve access to care, support the collection of valuable patient outcome data, and contribute to the Trust's digital transformation agenda. You will play a key role in helping patients engage with their healthcare, improving the quality of outcome data, and ensuring effective support across multiple services.

The successful candidate will be an excellent communicator with strong organisational skills, a commitment to patient-centred care, and an interest in digital healthcare and service improvement.

Main duties of the job

• Provide first-line support for patients, carers, clinicians and external healthcare professionals using the Trust's MyCare patient portal, PROMs and EpicCare Link services.
• Assist patients with MyCare account activation, access issues, proxy access requests and general portal enquiries, helping to improve digital engagement and inclusion.
• Support the administration and promotion of Patient Reported Outcome Measures (PROMs), encouraging participation and helping to ensure high-quality patient outcome data.
• Process and manage EpicCare Link account requests and access queries in line with Trust policies and information governance requirements.
• Respond to telephone, email and face-to-face enquiries in a professional, patient-centred manner.
• Investigate and resolve routine system, account and data quality issues, escalating complex matters where appropriate.
• Maintain accurate records and contribute to data validation, reporting and audit activities.
• Work collaboratively with clinical, administrative and digital teams to support service delivery and continuous improvement.
• Contribute to the Trust's digital transformation agenda by promoting the effective use of MyCare and other digital services.
• Undertake administrative duties and support service developments as required to meet the needs of the department.

For further information about the role, including a full list of duties and person specification requirements, please refer to the Job Description and Person Specification.

Detailed job description and main responsibilities

The post holder will work across the Trust's MyCare Helpdesk, Patient Reported Outcome Measures (PROMs) programme and EpicCare Link service, providing support to patients, carers, clinicians and external healthcare professionals.

Key responsibilities include:

• Supporting patients with MyCare account activation, access issues, proxy access requests and general portal enquiries.
• Promoting patient engagement with MyCare and supporting digital inclusion across the Trust.
• Assisting with the administration, monitoring and promotion of PROMs questionnaires to support the collection of patient outcome data.
• Processing and managing EpicCare Link account requests and access queries in line with Trust policies and information governance requirements.
• Responding to telephone, email and face-to-face enquiries in a professional and patient-centred manner.
• Maintaining accurate records and undertaking administrative tasks to support service delivery.
• Working collaboratively with clinical, administrative and digital teams to support service improvement and the Trust's digital transformation agenda.

Please refer to the Job Description and Person Specification for the full details of the role, responsibilities and requirements.

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.