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