Connect EPR Helpdesk Support

The EPR help desk is the first point of contact for all users of the Trust's EPR system (Epic), providing support for approximately 5,000 users across the Trust and remotely. A broad understanding of Epic and the support required within a healthcare environment is needed for this post. The post-holder will be required to adhere to strict Policies and Procedures in supporting staff and ensuring that correct escalation channels are followed.

Main duties of the job

The role will provide high quality customer service and will utilise excellent communication skills. The role is responsible for the provision of professional 1st line support to Royal Marsden Hospital Epic users by telephone, e-mail, and self-service portal facilities. The role is also responsible for supporting patients who require assistance with their MyMarsden account via e-mail or telephone.

EPR help desk support will be sufficiently skilled to provide a high level of resolution to incidents and requests without the need to escalated to further resolver teams. However, where necessary the analyst will escalated to the appropriate resolver groups whilst retaining ownership of the request or incident until resolution. The post holder must work collaboratively and actively participate where specialism(s) directly or indirectly affect the resolution or restoration of services to the Trust. The EPR Help Desk will also provide updates to the end user regarding the progress of their request at regular intervals.

The post holder will require advanced keyboard skills and should expect to spend long periods of time in front of a VDU. They will be required to concentrate for long periods of time.

Working for our organisation

The Royal Marsden NHS Foundation Trust is a world-leading cancer centre. Our role is to offer our patients the best cancer care available anywhere in the world, and to continue to make a global contribution to finding better ways of diagnosing and treating cancer. We employ over 4,500 staff in a diverse range of careers including nursing, medical, science, radiography, pharmacy, occupational therapy, finance and administrative services. We have two hospitals - one in Chelsea, London, and one in Sutton, Surrey - as well as a Medical Daycare Unit in Kingston Hospital.

At The Royal Marsden, we deal with cancer every day, so we understand how valuable life is. When people entrust their lives to us, they have the right to demand the very best. That's why the pursuit of excellence lies at the heart of everything we do.

At the heart of the hospital is our dedicated team. We offer a stimulating and dynamic working environment, a wide range of staff benefits, learning and development opportunities and clear career pathways. There are opportunities to work flexibly across a range of areas and specialities and we welcome flexible working requests from point of hire to support employees work life balance. We are looking for employees who aspire to excellence, share our values and can play a crucial role in our ongoing achievements.

Detailed job description and main responsibilities

• Act as a single point of contact for phone calls, emails and self-service IT portal tickets regarding Epic issues and training queries from the Trust user base. This will include support of both clinical and administrative workflows.
• Act as a single point of contact for phone calls and emails from patients and carers around their access to MyMarsden.
• Respond to incoming calls using Openscape comms software and monitor calls waiting, call waiting times and calls abandoned during each shift.
• Log all incoming calls using the IT service portal (ServiceNow) to record quick closures or to escalated for Epic analyst support.
• Monitor, respond and action emails sent to Connect training.
• Monitor, respond and action self-service IT portal tickets received for EPR training support.
• Provide proactive incident management and keep the customer updated with progress of their reported incidents as agreed within Service Level Agreements and internal Service Support targets.
• Ensure that all calls that cannot be fixed by 1st Line are diverted to the appropriate EPR analyst team via the IT service portal or, if urgent, via Teams or direct email.
• To deliver Epic training refresh to users whilst on telephone calls or via email (this can be in the form of tipsheets) to help resolve user queries.
• Using the Trust's LMS, advise staff of training that may be required and assist them in booking on the right session.
• Work closely with the Users & Security team in ensuring any Epic login or access issues can be resolved quickly.

Person specification

For further information on this role, please see the attached detailed Job Description and Person Specification:

Education & Qualifications

• Maths and English GCSE grade C or above or equivalent qualification
• Customer Services Training or equivalent experience

Knowledge & Experience

• Substantial proven experience in the delivery of customer service
• Substantial proven experience of team working in an ICT Service Desk and Support environment
• Working in an IT Service Desk / Helpdesk environment
• Proven competency with using and supporting an EPR/Epic
• Working knowledge of an EPR/Epic
• Understanding of the importance of data confidentiality, data protection and security.
• Working knowledge of ITIL Incident & Request Management

Skills, Abilities & Knowledge

• Excellent organisational and planning skills
• Excellent written and verbal communication with the ability to communicate with patients and carers, staff at all levels in the organisation, including clinical staff and managerial staff as well as with external suppliers
• Intermediate knowledge of IT systems and software programmes such as Outlook, Word, Excel, PowerPoint
• Able to prioritise tasks to achieve deadlines whilst working under pressure and with frequent interruptions
• Ability to impart knowledge and/or present to others in a clear and concise manner
• Able to cope with unpredictable and intense situations
• Able to work collaboratively with own team members as well as those in other application teams
• Good analytical and project management skills
• Confident in working with, negotiating with and motivating clinical staff, medical consultants and/or other senior managers
• Ability to make decisions based on complex facts or situations requiring analysis, interpretation or comparison of a range of options

Other Requirements

• Demonstrable commitment to and focus on quality, promotes high standards to consistently improve patient outcomes
• Demonstrable skill to work together to serve our community through delivering safe and excellent clinical care
• Value diversity and difference, operates with integrity and openness
• Treating others with compassion, empathy and respect
• Share information openly and effectively with patients, staff and relatives
• Works across boundaries, looks for collective success, listens, involves, respects and learns from the contribution of others
• Uses evidence to make improvements, increase efficiencies and seeks out innovatio

The Royal Marsden values diversity and is committed to the recruitment and retention of underrepresented minority groups. We particularly welcome applications from Black, Asian and minority ethnic candidates, LGBTQ+ candidates and candidates with disabilities.

As a Disability Confident Employer, we are working to create a workplace that enables all staff to reach their full potential. We are committed to this because we know that greater diversity and inclusion will lead to an even greater positive impact for the people we serve.

Flu Vaccination - What We Expect of our Staff

At The Royal Marsden we have an immune compromised patient population who we must protect as much as we can against the flu virus. Each year, seasonal flu affects thousands of people in the UK. Occurring mainly in winter, it is an infectious respiratory disease capable of producing symptoms ranging from those similar to a common cold, through to very severe or even fatal disease.

The wellbeing of our staff and patients is of the upmost importance to us, and it is the expectation of The Royal Marsden that all patient-facing staff have an annual flu vaccination, provided free of charge by the Trust.

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.