Patient Outcome Data (POD) Advocate/MyCare Helpdesk Agent

• 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.

• 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.

• 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."

• 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

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

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

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