Operations Support Analyst

Summary of role: Responsible for assisting in the smooth running and manning of the Your Doctor Film & Media Operations Support Desk between the hours of 07:00 - 00:00 Monday to Sunday which includes delivering 1st line support to a constantly fast-growing remote user base.

Key responsibilities:

  • Work a 40hr week Monday - Sunday, on a rotating shift basis between the hours of 07:00 - 00:00 with a rotating 2 consecutive days off per week
  • Compiling patient result reports and reconciliation on lab reports received vs result messages sent. Sending reports out in a timely manner to the relevant production CRM/OM.
  •  Generating SMS messages through text messaging system or compiling Email messages, advising patients of their status to work
  •  Contacting laboritories, chasing outstanding results and notifying the relevant production CRM/OM
  •  Reporting any unmatched test swabs and kit rejections to the appropriate CRM/OM and resolving
  •  Administration of test result certificates
  •  Sending Patient Registration forms for electronic signature
  •  Administration of user guides and documentation
  •  Reporting daily results to Public Health England
  •  Maintaining records and ensuring GPDR compliance and confidentiality
  • Maintenance of user accounts on various systems
  • Providing ad-hoc specialist support for development projects
  • IT Helpdesk Support, working closely with YDFM service providers to resolve 1st line issues
  • Research resolution to issues, escalating within team as applicable using project/work management tools/ticketing systems and update users of progress with issues
  • Daily maintenance of production applications and software - Microsoft platform and our own bespoke systems
  • Identify possible causes of client and company business systems when a malfunction is detected; determine root of problem and triage to 2nd line support or resolve
  • Assist with the set up of new starter IT equipment and software installation support

Experience and skills:

  • Experience in a similar role with customer support and working in a small team working on a shift pattern
  • Strong administration skills
  • Good knowledge of Microsoft Excel
  • Ability to work through busy periods and exhibit excellent organisation skills
  • Excellent written and verbal communication skills
  • Providing support via remote control applications
  • Basic IT knowledge, computer/tech skills

For a full job description or to submit your CV contact recruitment@yourdoctorfm.com