Senior Support and Data - London, United Kingdom - Guy's and St Thomas' NHS Foundation Trust

Guy's and St Thomas' NHS Foundation Trust

Verified Company

London, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Guy's and St Thomas' will be introducing EPIC its new electronic health record system.

It will include a patent portal called MyChart which will enable patients to view a wide range of information relating to their own care.

A patient helpdesk is being set up to support patients to access, use and navigate the portal.

Staffed by skilled staff who are experienced in talking to patients, the help desk team will need both technical support in identifying any technical issues and support of a specialist to identify work around or potential solutions to take to Apollo colleagues and EPIC.

The post holder will provide expert advice and support to the helpdesk staff.

Regular analysis and reporting on data captured via the helpdesk will be critical to providing an evidence base for potential service development both to improve operational and patient experience.

A key element of the role will be to evaluate the service after first 3 months and if further resource is required to cost out what is needed, develop a business case and also evaluate options including the associated financial costs.

This is an exciting opportunity for someone with both technical support and data analysis skills who enjoys working on new projects in a fast paced environment and is passionate about supporting staff and maximising the benefits of technology to improve the patient experience.

The Senior Support and Data Analyst will play a key role in the following main areas:

Providing technical support and advice on EPIC and MyChart functionality to PALS staff responding to patients requests for support and assistance via the MyChart helpdesk
Provide training and support to PALS staff on changes and updates to the MyChart patient portal as they are released
Analyse data from multiple platforms to provide insights into the MyChart patient help desk support service, model capacity and demand, and potential service developments
Collate and analyse baseline data, develop metrics and monitor benefits and interdependencies
Based on service user and PALS staff feedback, identify and recommend potential developments and changes to the MyChart portal which will enhance patients experience of the MyChart portal

The Patient Advice & Liaison Service (PALS) is responsible for providing information about Trust services and help to resolve problems for patients, their carers and members of the public.

The information collected on patient's experiences is utilised to help improve existing Trust services and influence future plans.

The PALS Team will also provide the patient helpdesk for MyChart the patient portal for our new electronic health record system which is being introduced via our Apollo Programme.

Guy's and St.

Thomas' Foundation Trust, Kings College Hospital Foundation Trust, and Royal Brompton and Harefield Hospital are embarking on the biggest programme of clinical pathway transformation we have undertaken.

The Apollo Programme is an exciting and challenging programme that will transform how we deliver health and care in a way that is both clinically and financially sustainable.

It will underpin everything we do for our patients and carers, people and communities, while creating a working environment that supports our staff to deliver the best care.

Key to the success of the programme will be the engagement and involvement of service users and staff in building and delivering new ways of working.

This transformation will be achieved by the introduction of a comprehensive Electronic Health Record (EHR) system. We are working in partnership with our EHR supplier, Epic, to deliver this programme of work.

The main responsibilities are:

Guide and support the PALS coordinators across all hospital sites who provide a direct point of contact for patients wishing to set up MyChart accounts, reset password or inlock accounts.
Act as a point of escalation and a source of support for staff on the MyChart helpdesk when they encounter problems in relation to technical support and advice for the MyChart patient portal technical function
Where a new problem or incident occurs within the MyChart portal that impacts on patient experience, perform detailed incident analysis to identify the root cause of the problem, and identify a potential solution or a workaround either directly or via other Apollo teams.
Liaise with Apollo Project Teams to ensure that release of new features and additional functionality within EPIC that interfaces with MyChart patient portal have mínimal impact on patient experience, are transitioned smoothly into the MyChart portal.
As part of the MyChart Patient Helpdesk team, lead on the identification and creation of project metrics, performing analysis to baseline performance, set targets and monitor performance.
Lead on demand and capacity modelling and other predictive analytics requests relating to the MyChart Patient Helpdesk
Be responsible for the development and plans for data collection