IG Suppport Analyst

Surrey  ‐ Onsite
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Description

*Responsible for working within a Team to be the first contact point for individuals with any MyFrimleyHealth Record issues via the telephone/email.
*Manage the MyFrimleyHealth Record electronic mailbox requests/work queue in line with Departmental procedures and Trust policies, escalating requests/issues in a timely manner.
*Provide answers to users of MyFrimleyHealth Record promptly by identifying problems, researching answers, and guiding users through the corrective steps.
*Ability to respond to all types of written and oral communications from patients, consultants, external colleagues.
*Work with the Information Request Team Leader for MyFrimleyHealth Record to develop and keep up to date the Frequently Asked Questions (FAQ's), Terms and Conditions and any relevant Trust policies or procedures.
*Ensure requests are properly logged, assigned, and responded to in a timely manner according to agreed SLA's and procedures.
*Maintaining accurate log entries of contact with resolution details and follow up information.
*Ensure escalation procedures are properly followed.
*Respond to escalated, complex and high impact user calls in a timely fashion.
*Follow all calls through to closure, keeping users updated on progress - this will include ensuring that users are informed of the call reference number and possible response times if available.
*Provide advice to requesters relating to the application of Trust policies.
*Work effectively with other members of the team in order to achieve team goals, by developing and maintaining effective and professional working relationships with colleagues.
*Develop good working relationships with clinical teams to be able to respond to queries from patients in relation to the information available in MyFrimleyHealth Record.

Development of a new Service
As this is a new service, work as a Team to maintain applicable documentation.
*Develop and review MyFrimleyHealth Record Helpdesk KPIs, identify, contribute, and where appropriate act on areas where improvement is required.
*Maintain an understanding of the working of the MyFrimleyHealth Record and contribute your ideas for the improvement of the service provided.
*Share with others responsibility for entering information and maintenance of knowledge base. For example (F) frequently (A) asked (Q) questions and commonly used troubleshooting solutions for both patients and staff.
*Be aware of and abide by all Trust's corporate policies affecting MyFrimleyHealth Record Policies.
*Attend and contribute to regular team meetings.
*Where applicable liaise with the Epic staff to resolve queries relating to MyFrimleyHealth record, and if applicable contacting other NHS Trusts.
*Management own workload and the departmental workload ensuring all work is completed to the departmental SLA's, including peaks in demand.
*Support the Supervisor to develop departmental rotas to cover service delivery.
*Support the training and development of new staff members, auditing work to ensure it is delivered to departmental procedures.

Liaison with the Access to Health Records Team
*Work with the Access to Health Records team to process requests for access to a MyFrimleyHealth Record in line with departmental procedures to ensure information is only released maintaining the security and confidentiality of patient information.

*Through knowledge of the Data Protection Act know how to identify cases where patients or individuals are able to access the information themselves via MyFrimleyHealth Record, advising the requester to contact the patient to obtain a copy directly.

*Where applicable, liaise with the clinical team to identify the individuals involved with the care of the patient, to determine if an individual's access to MyFrimleyHealth Record is in the patient's best interest.

*Where applicable escalate complex requests to the Information Request Team Leader to be resolved.

LA International is a HMG approved ICT Recruitment and Project Solutions Consultancy, operating globally from the largest single site in the UK as an IT Consultancy or as an Employment Business & Agency depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, LA International welcome applications from all sections of the community and from people with diverse experience and backgrounds.

Award Winning LA International, winner of the Recruiter Awards for Excellence, Best IT Recruitment Company, Best Public Sector Recruitment Company and overall Gold Award winner, has now secured the most prestigious business award that any business can receive, The Queens Award for Enterprise: International Trade, for the second consecutive period.

Start date
ASAP
Duration
8 weeks (Ext Pos)
(extension possible)
From
LA International Computer Consultants Ltd
Published at
25.05.2022
Project ID:
2393510
Contract type
Freelance
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