[Hiring] Digital Patient Engagement Administrator @Cambridge University Hospitals NHS Foundation Trust

Role Description

We are looking to recruit a Digital Patient Engagement Administrator to join the CUH Epic MyChart Team to provide MyChart Patient Portal support to patients with activation of their account, resetting of passwords, and navigation of the MyChart portal. Also responsible for providing support of MyChart issues reported by the Trust or patient community, and thorough documentation of each issue in the call logging system, accurately and effectively, to ensure seamless communication between departments.

• Providing exceptional customer service experiences to MyChart users
• Communicating with MyChart users in a professional, friendly, and helpful manner
• Following up with MyChart users as needed
• Explaining basic concepts and processes in a clear, concise, easy-to-understand way to customers with a variety of backgrounds and technical aptitudes
• Meeting key performance indicators
• Maintaining a positive and supportive attitude at all times

Technical-related duties include:

• Assessing and responding to calls and requests for assistance
• Troubleshooting, resolving, or escalating incidents in an efficient and effective manner
• Using a technical knowledge base and processing information quickly
• Solving familiar and unfamiliar issues
• Entering accurate and timely data into the call logging system
• Creating timely and accurate documentation of steps taken and outcomes
• Learning additional support skills for new applications/processes as needed
• Providing and maintaining expert-level knowledge of Epic MyChart software

Benefits

• Development opportunities and a wide range of benefits
• On-site leisure facilities, shopping concourse, and day nurseries
• Reduced cost Stagecoach bus travel to and from Cambridge University Hospital site
• Free Park and Ride bus journeys between Babraham Road and Trumpington sites
• Subsidised parking on site for eligible staff
• Hot food available 24/7 at a reduced cost for colleagues
• Staff pod break spaces with free tea and coffee
• Flexible working arrangements, including part-time working, job-share, term-time working, and flexible start and finish times

Company Description

Cambridge University Hospitals (CUH) NHS Foundation Trust comprises Addenbrooke’s Hospital and the Rosie Hospital in Cambridge. With over 13,000 staff and over 1100 beds, the priorities of the Trust focus on a quality service which is all about people – patients, staff, and partners. Recognised as providing ‘outstanding’ care to our patients and rated ‘Good’ overall by the Care Quality Commissioner, is testament to the skill and dedication of the people who work here.

CUH’s values – Together - Safe, Kind, Excellent – are at the heart of patient care, defining the way all staff work and behave. The Trust provides accessible high-quality healthcare for the local people of Cambridge, together with specialist services, dealing with rare or complex conditions for a regional, national, and international population.

CUH is committed to promoting a diverse and inclusive community - a place where we can all be ourselves. We value our differences and fully advocate and support an inclusive working environment where every individual can fulfil their potential.