Patient Outcome Data (POD) Advocate/MyCare Helpdesk Agent
Job summary
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.
About us
At the Royal National Orthopaedic Hospital (RNOH), we are committed to achieving the best staff experience in the NHS. In the 2023 NHS Staff Survey, we proudly: Scored above the national average for the People Promises: "We are recognised and rewarded," "We are always learning," "We work flexibly," "We are a team," and for staff engagement. Ranked #1 among all Trusts in North and Central London for all People Promises and themes.
Ranked #1 among all Acute Specialist Trusts for "We work flexibly." At RNOH, we're committed to being actively anti-discriminatory and actively inclusive. We recognise our brilliant people do brilliant work, and we offer rewarding careers, no matter what their background. We continue to strive to break down barriers to be the Trust where people come together because what they do matters, makes a difference and where they can thrive.
Joining our organisation means enjoying a wide range of staff benefits, including: 24/7 access to wellbeing support through our Employee Assistance Programme. A Rewards & Recognition platform, offering opportunities to thank colleagues, send gifts, and access exclusive discounts. A dedicated Staff Wellbeing Hub, providing a space to relax and recharge away from the work environment.
Salary sacrifice schemes for transport (season ticket loans, car and bike), electrical goods, and childcare At RNOH, we are more than a workplace--we are committed to patients, to excellence and the wellbeing of our staff.
Job 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.
Person Specification
Experience · Essential
Experience working in an administrative, customer service, healthcare or helpdesk environment Experience supporting patients, service users or customers Experience using digital systems and Microsoft Office applications
Desirable
Knowledge of PROMs, patient pathways or NHS services Knowledge of Epic, MyCare, patient administration systems or ticket management systems
Qualifications · Essential
GCSE (or equivalent) Grade C/4 or above in English and Maths
Desirable
NVQ Level 3, BTEC, A Level or equivalent qualification in Business Administration, Customer Service, IT or a related subject
Knowledge · Essential
Understanding of the need to provide a patient-centred service Understanding of the importance of accurate data entry and record keeping Knowledge of data protection, confidentiality and information governance principles
Desirable
Knowledge of Epic, MyCare, patient administration systems or ticket management systems Knowledge of PROMs, patient pathways or NHS services
Skills · Essential
Excellent verbal and written communication skills Ability to communicate effectively with patients, carers and healthcare professionals Good problem-solving skills and ability to resolve routine queries Ability to prioritise and manage competing workloads Competent IT skills, including Microsoft Office applications Ability to support users with varying levels of digital literacy
Desirable
Experience contributing to service improvement initiatives Experience producing reports or analysing service data
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.
Certificate of Sponsorship
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) .
