Digital Patient Engagement Administrator

Cambridge University Hospitals; Cambridge; Hybrid; GBP 28,000 - 31,000; Full time

Benefits offered by this job

Flexible working

Home or remote working

On-site facilities and staff benefits

Job summary

Cambridge University Hospitals NHS Foundation Trust in Cambridge is recruiting a Digital Patient Engagement Administrator to join the MyChart team, assisting patients with activating accounts, password resets and portal navigation.

You will document issues in the call logging system, provide clear communication to users and work with IT and clinical teams to ensure smooth, responsive service.

Qualifications

• Educated to A level or NVQ level 3 in Customer Service/Business Admin/ITQ or equivalent.
• Experience with care pathway portals and NHS systems is desirable.
• Strong data entry and documentation skills.

Responsibilities

• Provide MyChart patient portal support, activation, password resets and navigation guidance.
• Document issues thoroughly in the call logging system for clear inter‑department communication.
• Deliver exceptional customer service to MyChart users in a professional, friendly manner.
• Troubleshoot, resolve or escalate incidents efficiently and accurately.
• Maintain expert knowledge of Epic MyChart software and available Help resources.

Skills

Customer service

Communication

Data entry

Microsoft Office

Teamwork

Problem solving

Education

A level / NVQ level 3 in Customer Service / Business Admin / ITQ

Tools

MyChart

EPR (Electronic Patient Record)

Job description

Band 4

Main area Division Corporate - Digital Services Grade Band 4 Contract Permanent Hours

• Full time
• Flexible working
• Home or remote working

37.5 hours per week (This role requires a mix of remote and on-site working. Full Time or Part Time / Flexible working hours may be considered.) Job ref 180-F-CVA1192

Employer Cambridge University Hospitals NHS Foundation Trust Employer type NHS Site Addenbrookes Hospital-Division Corporate Town Cambridge Salary £28,392 - £31,157 p.a. pro rata Salary period Yearly Closing 11/10/2026 23:59 Interview date 21/10/2026

Job overview

We are looking to recruit a Digital Patient Engagement Administrator to join the CUH Epic MyChart Team to provide MyChart Patient Portal support to patients with activation of their account, resetting of passwords, and navigation of the MyChart portal.

Also responsible for providing support of MyChart issues reported by the Trust or patient community, and thorough documentation of each issue in the call logging system, accurately and effectively, to ensure seamless communication between departments.

Main duties of the job

Providing exceptional customer service experiences our MyChart users
Communicating with MyChart users in a professional, friendly, and helpful manner
Following up with MyChart users as needed
Explaining basic concepts and processes in a clear, concise, easy-to-understand way to customers with a variety of backgrounds and technical aptitudes
Meeting key performance indicators
Maintaining a positive and supportive attitude at all times

Technical-related duties include:
Assessing and responding to calls and requests for assistance
Troubleshooting, resolving, or escalating incidents in an efficient and effective manner
Using a technical knowledge base and processing information quickly
Solving familiar and unfamiliar issues
Entering accurate and timely data into the call logging system
Creating timely and accurate documentation of steps taken and outcomes
Learning additional support skills for new applications / processes as needed

Providing and maintaining expert-level knowledge of Epic MyChart software

Working for our organisation

Our Trust

Cambridge University Hospitals (CUH) NHS Foundation Trust comprises Addenbrooke’s Hospital and the Rosie Hospital in Cambridge. With over 13,000 staff and over 1100 beds the priorities of the Trust focus on a quality service which is all about people – patients, staff and partners. Recognised as providing ‘outstanding’ care to our patients and rated ‘Good’ overall by the Care Quality Commissioner, is testament to the skill and dedication of the people who work here. CUH’s values – Together - Safe, Kind, Excellent – are at the heart of patient care, defining the way all staff work and behave. The Trust provides accessible high-quality healthcare for the local people of Cambridge, together with specialist services, dealing with rare or complex conditions for a regional, national and international population.

CUH is committed to promoting a diverse and inclusive community - a place where we can all be ourselves. We value our differences and fully advocate and support an inclusive working environment where every individual can fulfil their potential. We want to ensure our people are truly representative of all the communities that we serve. We welcome applications for all positions in the organisation irrespective of people’s age, disability, ethnicity, race, nationality, gender identity, sex, sexual orientation, religion or belief, marriage and civil partnership status, or pregnancy and maternity status or social economic background.

Detailed job description and main responsibilities

Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities.

This vacancy will close at midnight on 11th October 2026.

Interviews are due to be held on 21st October 2026.

All appointments with a start date on or after 1 October 2026 will be subject to a 12-week probationary period. This provides a structured and supportive period to help you settle into your role, with regular reviews and feedback.

Right to Work

As there is a 12-week probationary period, successful candidates are expected to have the Right to Work for a period of at least 6 months from the proposed start date. Immigration and Right to Work status will be discussed with successful candidates at conditional offer. CUH will not offer sponsorship to candidates that have applied for a fee waiver.

Due to Home Office immigration rules, a full-time permanent vacancy cannot be filled by individuals on a student visa. Therefore, please be advised that if you are a student visa holder, we will not be able to offer you a full-time permanent contract unless you have:

- applied for a Graduate visa

- or you will have successfully completed your course and have applied for a Graduate visa before the anticipated start date of your employment

As per Home Office guidelines, please be aware that, unfortunately, the Trust is unable to offer sponsorship for this position.

Benefits to you

At Cambridge University Hospitals, we want to do all we can to support good working days. We offer development opportunities and a wide range of benefits, including on-site leisure facilities, shopping concourse and day nurseries. Our good work programme currently includes providing reduced cost Stagecoach bus travel to and from Cambridge University Hospital site. Park and Ride bus journeys between Babraham Road and Trumpington sites are free, as is the route to and from Cambridge train station and our hospitals. We also subsidise the cost of parking on site for eligible staff.

On CUH campus, hot food is available 24/7 and at a reduced cost for colleagues. Recently we launched the first of our staff pod break spaces. Located in the Deakin Centre, we have a purpose-created colleague-only café, with free tea and coffee, a break space and private outside area for colleagues to rest, refuel and recharge. Just one of the ways we are working hard to support good working days at CUH.

CUH is committed to assisting employees in achieving a good work-life balance irrespective of role or personal circumstances. Flexible arrangements may include, but are not limited to, part-time working, job-share, term-time working and flexible start and finish times.

Please note if you would like to discuss the required hours of this role further, you should approach the contact given. In some cases, alternative working hours will be considered.

We welcome applications from the Armed Forces.

Person specification

Qualifications

• Educated to A level or NVQ level 3 Customer Service/ Business Admin /ITQ or equivalent
• Typing qualification or equivalent experience (if applicable)
• Specific technical/professional qualification (if applicable)
• Secretary qualification or equivalent

Experience

• Experience of working in a busy clerical/office environment or reception service
• Secretarial and /or administrative experience including minute taking
• Prioritising, planning and organising own tasks
• Working within guidelines
• Experience of dealing with difficult situations and confrontations
• Data entry experience and documentation
• Experience of IT packages – Microsoft office
• Experience of producing documents to a high standard
• Previous experience of working with an EPR (Electronic Patient Record)
• Previous experience of working in NHS
• Recruitment and Selection of staff
• Experience of supervising staff
• Previous experience of using or supporting MyChart

Knowledge

• Understanding of confidentiality and data protection
• Sound knowledge of office procedures
• Understanding of customer service
• Good working knowledge of Microsoft Office packages
• Good understanding of website navigation
• Knowledge of the Trust including awareness of priorities
• Knowledge of Trust information systemsKnowledge of Medical Terminology
• Awareness of NHS targets and Trust priorities

Skills

• Ability to work as part of a team
• Excellent communication skills including telephone, email, face to face
• Ability to develop templates for letters
• Ability to organise and manage own time keeping to schedule and deadlines
• Ability to allocate and monitor work of others
• Ability to use own initiative and work autonomously
• Ability to demonstrate leadership skills
• Willing to take on/learn new skills
• Ability to show attention to detail and accuracy
• Ability to adapt to change
• Ability to store and safeguard confidential documents
• Ability to work under pressure
• Ability to work with budgets
• Ability to requisition general stock
• Ability to touch type

Additional Requirements

• The ability to understand and behave at all times, towards patients, visitors and colleagues according to the Trust values of safe, kind, excellent.